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Claudia HeisbourgCH

Claudia Heisbourg

Customer Success Manager // Client Relations

€500/day
Paris, FR
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Claudia

With over 8 years of experience in Customer Success and team structuring, I support companies looking to improve their customer experience, optimize their processes, and accelerate their growth.

My expertise:
• Structuring or redesigning a CS department
• Implementing processes, playbooks, and tools
• Reducing churn and optimizing client portfolios
• Implementing and managing prospecting (processes, scripts, tools, training)
• Operational optimization: audit, organization, automation, KPIs

My working style:
Pragmatic, structured, and results-oriented. I combine strategic vision, interpersonal skills, and operational execution. I can take a project from A to Z and create simple, effective processes adapted to the field.
  • English

    Native or bilingual

Can work on-site
Paris (up to 15km)

Experience

  • Telescop
    Customer Success Manager - Team Leader
    SOFTWARE PUBLISHING
    January 2021 - July 2025 (4 years and 6 months)
    Paris, France
    - Implemented the customer success department (strategies and processes)
    - Created content (macros, white papers, presentations, FAQs)
    - Recruited and managed a team of 5 people
    - Managed a client portfolio of +1M ARR
    - Managed support and implemented various channels (chatbot, Aircall, ticketing)
    - Implemented and managed CRM (HubSpot, workflow creation)
    Customer Relationship Management Portfolio Management Upsell Team Management Automation
  • Restaurant l'Ecluse
    Communication Manager
    RESTAURANTS AND FOOD SERVICE
    January 2019 - April 2024 (5 years and 3 months)
    - Developed the business plan and financial and strategic analysis dashboards
    - Created the restaurant's visual identity
    - Designed a creative mood board used as a working basis for architects in the bar's design
    - Defined the graphic charter
    - Developed the overall communication strategy
    - Created and managed content (online & offline) with regular updates
    - Designed the website with a booking module and monitored its evolution
    - Optimized natural referencing (SEO) and monitored performance
    wordpress communication Digital Communication Communication Strategy Content Marketing
  • Le snack
    Business Creation Support
    RESTAURANTS AND FOOD SERVICE
    January 2020 - March 2020 (2 months)
    Aix-les-Bains, France
    Supported two partners in the creation and management setup of their company:

    - Business Creation (Consulting, drafting statutes, registration, and other formalities)
    - Administrative and accounting assistance (Implementation and deployment of management tools (HR tracking, inventory, hygiene and safety regulations, and accounting))
    - Financial steering (Budget establishment and dashboard creation)

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Education

  • Bachelor of Business Administration
    Ecole de commerce de Lyon
    2017
  • DEES International Marketing
    FEDE
    2017

Skill set

Categories

  • Other