Joel Gaudeul

Responsible for revenue generation and operations for the number one association for startups and investors in Europe. My role is to facilitate the work of the entire team, both as Chief Revenue Officer (CRO) and Chief Operating Officer (COO).

• Customer Support: Implementation of a ticketing system, support processes, Service Level Agreements (SLAs).

• Customer Success: Implementation of playbooks (onboarding, activation, renewal, churn prevention, re-engagement), team training, performance monitoring (activities, NPS, renewal rate, customer portfolio, Annual Recurring Revenue - ARR).

• Growth and Acquisition: Ensuring prospect identification, managing inbound and outbound campaigns, capitalizing on events and communication highlights.

• Information Systems and Operations: Implementation of a new back-office (from design to delivery), tool rationalization, renegotiation of supplier contracts, definition/documentation/implementation/monitoring of new processes.

Results:

▪ Increased volume of accounts processed by the team by x5.

▪ Increased customer success team productivity by 109%.

▪ Increased customer activation by 60%.

▪ Deployment of a ticketing system, NPS, customer success playbooks, new pricing, attribution system, data management in just one quarter.

• Responsible for Sales Ops, Sales Excellence, Sales Enablement, and Sales Development (SDR - 40+ people) teams.

• Optimization and development of revenue through tools, processes, qualification methods, data quality, and training.

• Guarantee of alignment between Marketing, Sales (SDR and AE), and Customer Success teams.

• Representative of the sales teams on CRM topics (Salesforce, HubSpot, Planhat)