Dinesh Mungroo

Managed the onboarding and integration of strategic B2B clients (BNP Paribas, Engie, LVMH, La Poste) in complex digital environments. Coordinated Sales, Product, Support, and Marketing teams to ensure smooth deployment and optimized time-to-value (-40%). Monitored the customer lifecycle post-signature: adoption, satisfaction, regular check-ins, and proactive support. Contributed to account growth by identifying expansion opportunities (upsell/cross-sell), generating +30% in additional revenue. Implemented customer health metrics and reporting, achieving over 95% satisfaction rate.

Supervised B2B support operations for high-stakes accounts, managing priorities and meeting SLAs in 95% of cases. Served as a key liaison between clients and internal teams for complex issue resolution and escalation management. Designed and conducted onboarding processes, user training, and client workshops, fostering solution adoption. Actively contributed to the continuous improvement of processes and customer experience (CSAT, NPS). Provided ongoing customer support, strengthening loyalty and trust.

Provided support and assistance to B2B clients for critical services and IP solutions. Managed major incidents and participated in crisis management, ensuring service continuity. Collaborated closely with technical teams to propose solutions tailored to client constraints. Contributed to service quality during major events (Telethon, Miss France).