Freelancer profile translated to English.

Description

Hello,

I have 10 years of professional experience, including 8 years in customer support.

I have held 3 positions (AM, KAM, CSM) within 3 different startups (SaaS, B2B and B2B2C) within the business division.

As a result, I have had the opportunity to manage the customer lifecycle: from onboarding to renewal (upsell, crossell, churn), as an individual contributor and lead (team manager).

Due to the diversity of the portfolios managed, I have been able to interact with various stakeholders: small, medium, large accounts, particularly in the field of HR (Welcome to the Jungle), communication (Welcome to the Jungle and Batch) and also retail (Diatly).

What I particularly appreciate in my job is the proximity to the business team, making the product shine with customers, transforming customers from "satisfied" to "champions", while following the necessary KPIs.

People say that I am committed, rigorous and enthusiastic!

Industry field of expertise

Languages

English
Fluent
French
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Paris (up to 50km)

WELCOME TO THE JUNGLE
Team Lead Account Manager
HUMAN RESOURCES
October 2018 - January 2022 (3 years and 3 months)
from Customer success Manager to Team lead Account Manager

Management of a team of 4 sales representatives (+1000 clients, VSEs and SMEs, all sectors) Commercial management and development of an individual portfolio of +200 clients (onboarding, renewal +90%, customer retention - churn reduction of 4 points, upsell+25%) Active contribution to the improvement of processes (customer journey, e mailing, shooting management...) Performance management (dashboard monitoring and operational action plan).
Client presentations (QBR, dashboard)
Onboarding Customer Journey KPI Tracking Operational Process Optimization Upsell
DIATLY
Key Account Manager
CONSULTING AND AUDITS
January 2017 - January 2018 (1 year)
Implementation of the brand identity (agency coordination) Implementation of inbound / outbound strategy (implementation of OKRs, creation of the blog and social networks, writing articles, +6 marketing automation scenarios, +10 events carried out: +500 guests, 5 partnerships) Management and support of a portfolio of key account clients (+15 brands - jewelry, home decor, fashion) and partners (+30 marketplaces - Camif, La Redoute, Nature&Découvertes...) Monthly monitoring and improvement of client and partner performance Creation of a Dashboard (+10 KPIs)
Renewal B2B SaaS marketing automation Customer Relationship Management (CRM) Upsell
L'AMEUBLEMENT FRANCAIS
International Development Officer
ARTS AND CRAFTS
January 2015 - December 2016 (1 year and 11 months)
Support for 68 French furniture manufacturers in their international development (communication of the proposed devices) Event coordination (3 annual trade shows Milan, London, Cologne) Management and monitoring of the V.I.E program and budget (>€60K annually)
Event Organization Project Management Communication