Freelancer profile translated to English.

Description

Expert in B2B customer success with nearly 13 years of experience, I support companies (SaaS, tech, or service-based) that want to leverage their customer relationships for growth.

Specifically, I have assisted over 300 CSM professionals and more than 20 companies in structuring their strategy or upskilling customer success managers.

I help entrepreneurs, startups, and companies to:

- structure their CS strategy for increased retention (ARR),

- identify churn causes, address them, and reduce churn,

- develop commercial opportunities and make CS the company's best salespeople (NRR objective),

- structure high-value customer journeys,

- develop CS teams' skills (hard and soft skills),

- strengthen CSMs' posture.

You will find with me an approach that is:

- 100% business impact oriented and streamlined (former Head of CS)

– Human and pedagogical (+7 years as a trainer, +15 years in education)

- operational and hands-on (managing portfolios of CAC 40 type clients).

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris 12e Arrondissement (up to 10km)

Boost my CS
CEO (Founder), Independent Consultant & Trainer
CONSULTING AND AUDITS
July 2019 - Today (7 years)
Paris, France
Customer Success Consulting & Transformation:
Customer journey diagnostics, CSM transformation workshops, consulting, CS playbooks, strategy and operational actions, tools.

Professional Mentoring:
Personalized coaching for Heads of CS / Heads of Sales
Skills development program

CSM Training:
Instructional design, training program creation, facilitation, monitoring, and performance measurement.

Trainer in Schools & Program Director
Initial cycle and continuing education.
Training, thesis supervision, learner support,
Consulting Customer Journey Training Customer Relationship
Agorize
Head of CS
SOFTWARE PUBLISHING
September 2014 - November 2021 (7 years and 2 months)
Paris, France
Customer satisfaction & loyalty strategy: journeys, channels...
Team management (+25 employees in France and internationally)
Customer relationship management and client monitoring
Development of commercial opportunities (up-sells, cross-sells...)
Creation and development of new offers, renewals,
Implementation of tools (CRM), internal processes.
Cross-team project management (marketing / product)
Customer Journey Customer Satisfaction Customer Loyalty NPS CSAT
L'Étudiant
Promotion and Marketing Officer
PRESS AND MEDIA
January 2010 - January 2011 (1 year)
Paris, France
Leading French information provider on careers, education, and professions (Magazine and Career Fairs).

Promotion of over 20 fairs in France
Public Relations
Event organization, logistics.
Reception desk management
Liaison with the editorial team
Marketing Promotional Marketing Event Management Call Center Public Relations