Freelancer profile translated to English.
Back to original languageAbout Grégory
🎯 +20 years of experience in B2B Customer Success and Key Account Management, in France and Europe (SaaS), management and project management.
I support companies in strengthening their long-term customer relationships, by creating a framework of trust that fosters satisfaction, growth, and loyalty.
✅ Strategic Partner: Key point of contact for **strategic accounts**, I ensure customer satisfaction at the executive (steering committees) and operational (incidents, support, evolutions, contracts) levels.
✅ Customer Success Plans & Performance: I define and execute customer success plans, with rigorous monitoring ofKPIsand solution adoption, ensuring measurable results.
✅ Development & Growth: I develop the client portfolio by promoting adoption, identifying and closingupsellingandcross-sellingopportunities, and supporting clients in their evolutions (scope, pricing, negotiation).
✅ Steering & Governance: I leadclient committees**, **coordinateinternal teams and service providers, and implement concrete action plans to ensure **service quality**, **growth**, and **client retention**.
✅ Structuring & Continuous Improvement: Experience inCSM team management**, **process optimization(onboarding, SLA, KPI, ticketing, reporting).
I also leverageAItools to improve the customer journey and operational efficiency.
✅ Management and Leadership: Supervision of Customer Success teams: setting priorities, monitoring KPIs, skill development, and clear, motivating communication, in an environment that fosters trust and autonomy.
Looking for CSM support to secure your strategic clients, grow your portfolio through upselling/cross-selling, streamline your processes, or deploy innovative tools? Contact me!
French
Native or bilingual
English
Fluent
Swedish
Basic
Can work on-site
Toulouse (up to 50km), Montpellier (up to 50km), Marseille (up to 50km), Lyon (up to 50km), Paris (up to 50km)
Experience
- MonextSenior Customer Success and Account ManagerJanuary 2015 - June 2024 (9 years and 5 months)Aix-en-Provence, FranceGlobal management of a portfolio of strategic banking clients in Europe (BNP Paribas, Market Pay, Keytrade, Banque de France, ...) for SaaS solutions with a focus on long-term relationships, customer satisfaction, retention, and business development.🔹 Key Responsibilities & AchievementsCustomer Relationship & Customer Success Management
- Long-term account management: monitoring satisfaction, implementing success plans, continuous improvement of the customer experience.
- Management of retention and development: upsell, cross-sell, service evolution, quoting, negotiation, and contract renewal.
- Presentation of new solutions and services, customer training, and support to maximize product adoption and value.
- C-level relationship: leading client committees, strategic reporting, alignment on business and decision-making priorities.
Assistance and Operational Management- Main point of contact for support, incidents, changes, and RCA, with internal coordination and crisis management.
- Development and monitoring of action plans and success plans to improve satisfaction, performance, and customer success.
- Management of service providers and monitoring of SLAs to ensure contractual commitments are met.
Steering and Governance- Monitoring of KPIs and regular reporting on service quality, performance, and customer satisfaction.
- Optimization of tools and processes (JIRA, Salesforce, Confluence) to increase efficiency and responsiveness.
🔹 Developed Skills- Customer Relationship & Key Account Management
- Service Steering & Incident Management
- Negotiation & Business Development
- Solution Design & Pricing
- Cross-functional Coordination & Stakeholder Management
- Continuous Improvement & Process Automation
- Vendor Management
- MonextHead of Customer Success & Account ManagementMarch 2021 - January 2023 (1 year and 10 months)Aix-en-Provence, FranceSupervision and development of a team of 10 Customer Success and Account Managers within the Cards Business Unit. Ensuring operational excellence, customer satisfaction, and team development. Responsible for recruitment, coaching, performance monitoring, and process optimization to maximize business impact.🔹 Key Responsibilities & AchievementsLeadership & Team Management:
- Recruitment, training, and development of a high-performing team, fostering skill development and motivation.
- Daily supervision and priority setting in line with company objectives.
- Conducting annual reviews and developing individualized objectives.
Operational Excellence & Continuous Improvement:- Design and implementation of process optimizations to enhance efficiency and service quality.
- Definition and monitoring of key performance indicators (KPIs) to drive performance and customer satisfaction.
- Management of escalations and reporting to management, with proactive problem resolution.
Client-Oriented Strategic Initiatives:- Alignment of team objectives with business challenges, contributing to customer loyalty and satisfaction.
- Collaboration with internal teams to improve customer journeys and ensure a seamless experience.
🔹 Developed Skills- Leadership & Team Development
- Customer Success & Account Management Strategy
- Performance Monitoring & KPI Management
- Process Optimization & Operational Efficiency
- Cross-departmental Collaboration & Strategic Reporting
- Escalation Management & Conflict Resolution
- MonextOperational Resilience ManagerJanuary 2014 - June 2017 (3 years and 5 months)Aix-en-Provence, FranceManagement of the design, implementation, and continuous improvement of the company's Business Continuity Plan (BCP), to ensure operational resilience and compliance with industry standards.🔹 Key Responsibilities & Achievements
- BCP Implementation: Design, documentation, and management of the BCP in line with risk management strategy.
- Testing & Optimization: Organization, monitoring, and analysis of continuity tests to validate the effectiveness of the systems.
- Client Audits & Compliance: Management of client audits related to business continuity and ensuring compliance with regulatory requirements.
- Continuous Improvement: Regular updating of the BCP based on organizational changes, new risks, and best practices.
🔹 Developed Skills- Development of Continuity Plans & Risk Management
- Crisis Preparedness & Resilience Strategy
- Compliance & Audit Management
- Process Optimization & Documentation
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Education
- Engineering degree, electronics, telecommunication, signal processingPolytech'Nice-Sophia2004Diplôme d'ingénieur Electronics, telecommunication, signal processing
- Marketing, statistics, managementSimon Fraser University (Vancouver, BC, Canada)2003Marketing, statistics, management