Freelancer profile translated to English.
Back to original languageAbout Jovan
👋 Looking for a Customer Success Manager to optimize customer experience and ensure 5-star satisfaction?
As aCustomer Careexpert, I help companies implement effective strategies and integrate the right tools to maximize **loyalty**, reduce **churn**, and boost **satisfaction**.
✅ Former Head of Customer Success in a startup
📈 Proven expertise with 3 clients supported in Customer Care
I have worked with three companies to optimize theircustomer service**, one of which generates over $5 million in annual recurring revenue (ARR). My mission: to improve their **customer relationsand enhance **satisfaction**.
💡 Why is a 5-star Customer Care experience essential?
Exceptionalcustomer satisfactionis not only a sign of trust but also a growth engine for your business. A5-star experiencestrengthens your brand image, increases **conversion rates**, reduces churn, and fosters existing customer loyalty.
🌐 My areas of expertise:
-AI integrationinto your customer support, after-sales service, and CRM processes.
- **Implementation of Customer Care strategies**: defining processes and choosing appropriate tools to ensure a seamless customer experience.
- **Creation of knowledge bases**.
-Design of customer trainingto enable them to make the most of your products/services, thereby strengthening their loyalty.
-Process optimizationto gather relevant customer feedback, improve engagement, and limit churn.
- **Team management**: recruitment, training, and supervision of your teams to ensure optimal performance.
- **Customer data analysis**: using data to better understand needs, identify areas for improvement, and personalize the customer experience.
French
Native or bilingual
English
Fluent
Can work on-site
Dijon (up to 10km)
Experience
- SubmagicProduct & Head of Customer Success SaaSE-COMMERCESeptember 2023 - August 2024 (11 months)Paris, FranceEmpowering companies, creators, and video editors to shine with an AI tool that saves hours every day. 🧡🌟 Developed 5-star customer service strategies and processes, growing Google reviews from 300 to 800 (4.9/5 rating) and securing 150 Trustpilot reviews (4.7/5) & team management.💰 Optimized refund processes for financial gains, reduced churn, and improved customer feedback channels.🚀 Transformed the Customer Success Team into a lead conversion engine through chat.🎯 Goal: to ensure an exceptional customer experience and drive Submagic’s growth.
- Jewelry Bling AixCustomer Success & eCommerce ManagerJanuary 2020 - June 2021 (1 year and 5 months)Aix-en-Provence, FranceJewelry Bling Aix is an e-commerce store offering luxurious-looking jewelry, catering primarily to rap enthusiasts. It notably sponsored the show 'La Nouvelle École.'- Customer Care: Automated customer support management.- eCommerce: Order management, dispute resolution, efficient logistics management.
- OPPIZICity Manager / Team LeaderDecember 2019 - December 2020 (1 year)21000 Dijon, FranceOppizi is the pioneering leader in street marketing, serving major clients such as Uber Eats, Deliveroo, Just Eat, and others. Responsibilities: Ensure the smooth execution of the startup's operations in the city of Dijon Workforce management Supervision and goal setting Inventory management of equipment
Reviews
T
Tobias
GladiatorFit
Reviewed on 3/31/2020
I highly recommend Jovan.
Very friendly, polite, and competent.
Tobias
Tony
Sphères Nomades
Reviewed on 3/19/2020
For all my projects, I rely on Jovan. He is a very professional person in his way of working and interacting with his clients.
If you are looking for someone reliable, don't hesitate for a second to choose him. He is very available and doesn't hesitate to point out small details to improve quality.
I highly recommend him without hesitation.
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Education
- DUT in Multimedia and Internet ProfessionsMMI Montbéliard2018Une année d'étude
Skill set
Categories
- Other