Freelancer profile translated to English.
Back to original languageAbout Gabrielle
Hybrid AM / CSM & Commercial Strategy Profile
I combine a dual expertise:
👉 Customer Success & Account Management: Supporting your sales teams on retention, customer satisfaction, and customer portfolio development (upsell / cross-sell).
👉 Commercial Strategy & Operations: Contributing to the development and execution of processes to structure and optimize the performance of sales teams, with a human, strategic, and operational approach (structuring your processes; co-construction of your target objectives (KPIs / OKRs); production of deliverables; creation of support materials, design of a knowledge base, implementation of tools...).
🎯 My guiding principle: maximize customer value while strengthening sustainable company growth.
French
Native or bilingual
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- Welcome to the JungleSenior Customer Success Manager - Mid accountsHUMAN RESOURCESOctober 2024 - Today (1 year and 8 months)Paris, FranceCreation of a CSM team:- Implementation of strategic and productivity processes (targets, KPIs...)- Creation of support materials (Success Plan, CSAT, Pitch...)- Support and skill development for teams (onboardings, training, portfolio and performance reviews...)- Cross-functional CollaborationManagement of a customer portfolio of < 200 accounts:- Regular follow-up meetings (generating retention through adoption and engagement)- NPS Optimization- QBRs- Management of leads facilitating upsell and cross-sell
- Welcome to the JungleSenior Account Manager - Growth accountsHUMAN RESOURCESJanuary 2023 - October 2024 (1 year and 9 months)Paris, FranceTeam Support:- Onboarding of new employees- Training on the customer segment- Portfolio reviews- Project Management (creation of a database / knowledge base for sales teams)- Cross-functional CollaborationManagement of a customer portfolio of < 110 accounts:- Generating retention through adoption and engagement: Upsells & Cross-sells (average target achievement 108% over 1 year)- NPS Optimization- QBRs
- Welcome to the JungleAccount Manager - Growth AccountsHUMAN RESOURCESJanuary 2022 - December 2023 (1 year and 11 months)Paris, FranceImplementation of optimization processes (Deal prioritization in a portfolio; churn rescue; negotiation techniques...)Management of a customer portfolio of < 150 accounts:- Client onboarding on the platform- Generating retention through adoption and engagement- QBR- Upsells (contract renewals) & Cross-sells- NPS Optimization
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Education
- MANAGEMENT MASTERUNIVERSITY OF VERSAILLES SAINT-QUENTIN - HIGHER INSTITUTE OF MANAGEMENT2018MASTER MANAGEMENT
- BACHELOR'S DEGREE IN ENGLISH, ECONOMICS AND MANAGEMENTSORBONNE UNIVERSITY2016LICENCE ANGLAIS ECONOMIE ET GESTION
Skill set
Categories
- Other