Justine Doennlen, Customer Care

Freelancer profile translated to English.

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Description

I am a Customer Success Manager, specializing in structuring and optimizing the customer experience.

I help companies (Infopreneurs, SaaS, services, B2B) transform their customer service into a true lever for loyalty, retention, and growth.

🔹 Comprehensive diagnosis of the customer experience

🔹 Structuring the Customer Success process

🔹 Implementation of indicators (churn, adoption, satisfaction)

🔹 Training of Care & Success teams

My approach: combining strategy, empathy, and operational efficiency to create a memorable and measurable customer experience!

I care about having a good rapport with my clients; if you're as cold as a prison door, we won't be able to work together. 🤪

Industry field of expertise

Languages

French
Native or bilingual
English
Basic
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

FREELANCE
CUSTOMER SUCCESS MANAGER
CONSULTING AND AUDITS
January 2024 - Today (2 years and 5 months)
- Manage a client portfolio by ensuring proactive follow-up, friction point resolution, and a smooth customer experience at each stage of the lifecycle (onboarding, adoption, loyalty, renewal).

- Define key success criteria with each client from onboarding and coordinate the necessary actions to achieve them. Analyze usage and satisfaction data to identify churn risks and expansion opportunities (upsell / cross-sell).

Key results: +35% customer engagement on community platforms / reduction in average response time from 7 days to 48 hours / measurable increase in customer satisfaction.
CRM Customer Relationship Management Go High Level Project Management KPI
RINGANA
NETWORK DEVELOPMENT AND CUSTOMER EXPERIENCE MANAGER
E-COMMERCE
January 2017 - January 2023 (6 years)
- Lead a network of +200 partners and ensure their support to maximize performance and loyalty.

- Design and deploy a structured onboarding strategy, enabling rapid skill development and optimal adoption of tools and methods.

- Anticipate needs and recurring issues to improve satisfaction and reduce churn rate.
Project Management Customer Relationship Management (CRM) Social Media Content Creation Mastery of Canva Team Management

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DUT Information Communication
IUT Nancy Charlemagne
2016
Community Management License
IUT Nancy Charlemagne
2017

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