Freelancer profile translated to English.

Description

Passionate about digital project management and customer relations, I support companies in deploying concrete, well-adopted, and value-oriented digital solutions. My approach is user-centric, data-driven, and focused on business performance and customer satisfaction.

Today, I wish to evolve in environments combining project management, customer support (Customer Success, Account Management), and CRM or SaaS tool management such as Salesforce.

I intervene from the scoping phase to post-delivery monitoring, in close collaboration with internal stakeholders and end-users.

🔹 Product Vision & Roadmap: defining business objectives and structuring priorities

🔹 Discovery & Customer Listening: gathering needs, interviews, user testing

🔹 Agile Management & Delivery: backlog, user stories, ritual coordination

🔹 Data & Performance: KPI monitoring, adoption measurement, retention

🔹 Coordination & Collaboration: project interface between tech, business, and client teams

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km), Rennes (up to 50km), Bordeaux (up to 50km), Lyon (up to 50km)

Insight
Account Manager / Customer Success Manager
September 2022 - December 2024 (2 years and 3 months)
💡 Context & Mission:

At Insight, I was responsible for managing SMB client accounts, with a dual objective: ensuring customer satisfaction and loyalty, while also driving high-value digital initiatives. My role combined customer support, product adoption optimization, and coordination of internal teams (tech, product, support).

I was involved from the needs scoping phase through post-deployment monitoring, with a strong relational and operational focus.

🚀 Actions Taken:

⦿ Managed client relationships for a portfolio of SMB accounts, with regular KPI monitoring, activity reviews, and continuous improvement plans.
⦿ Facilitated needs gathering workshops and formalized business challenges to ensure alignment between the deployed solution and field expectations.
⦿ Coordinated internal teams (product, technical, support) to ensure the successful execution of projects and the quality of deliverables.
⦿ Designed and deployed customer onboarding and training programs to promote adoption and autonomy with the deployed tools.
⦿ Post-project follow-up: managed feedback, continuous improvement of usage, and implementation of loyalty and upsell processes where relevant.

📊 Results Achieved:

✔️ +20% customer satisfaction measured through post-deployment NPS / CSAT surveys
✔️ -15% churn in the managed client base, through proactive monitoring and targeted retention actions
✔️ +25% customer engagement with the tools due to better adoption (training, onboarding, dedicated support)
MEGA International
Digital Project Manager / Customer Success (Freelance)
August 2021 - August 2022 (1 year)
💡 Context & Mission:

I supported clients in adopting complex SaaS software (HOPEX), ensuring alignment between their business challenges and the product roadmap. My role combined client monitoring, digital project management, and stakeholder engagement, with the primary goal of improving user engagement and satisfaction.

🚀 Actions Taken:

⦿ Scoped client needs, facilitated workshops (co-design, prioritization), and translated them into a functional roadmap.
⦿ Coordinated internal teams (tech, product, support) to ensure the delivery of expected features.
⦿ Implemented adoption KPIs and monitored customer usage over time.
⦿ Managed communication with stakeholders to streamline the project and anticipate roadblocks.
⦿ Contributed to the creation of adoption support content (guides, usage recommendations).

📊 Results Achieved:

✔️ +30% faster delivery on client projects
✔️ +25% user engagement on key modules
DIGITALinkers
ProductOps Consultant (Freelance)
September 2020 - August 2021 (11 months)
💡 Context & Mission:

My mission at Digitalinkers was to optimize user engagement and retention by structuring a more effective product approach. I also implemented internal processes to improve team productivity.

🚀 Actions Taken:

⦿ Developed a growth and retention-oriented product strategy.
⦿ Improved internal tools to maximize the performance of product and tech teams.
⦿ Created scalable frameworks (e.g., design system to harmonize UX and tech).
⦿ Trained junior profiles on best practices in user analysis and product prioritization.

📊 Results Achieved:

✔️ -10% churn
✔️ +25% productivity in processing customer feedback