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Description

I help you manage your clients effectively and improve their satisfaction.

Experienced in client relations (support, CSM), I can assist you with:

- managing client emails

- daily support

- request tracking

- improving customer experience

Serious, responsive, and organized, I adapt quickly to your tools.

Available for regular collaboration.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Socium
Customer Success Manager
SOFTWARE PUBLISHING
September 2024 - September 2025 (1 year)
- Management of a portfolio of 30 large accounts (Orange, Hub2,
Baobab, Eranove, etc.) with a personalized customer success strategy
- Onboarding, operational monitoring, and satisfaction tracking via KPI monitoring
(NPS, CSAT)
- Contract renewal and identification of upsell and cross-sell opportunities
Training Customer Relationship Management Customer Experience Upsell Onboarding
Silae
Customer Care and Training
SOFTWARE PUBLISHING
March 2022 - March 2024 (2 years)
Paris, France
- Improvement of the SAAS customer experience: creation of interactive guides and
tutorials, customer surveys, personalized customer support, handling of incoming requests
- Training Engineering: Development of the training plan for each
new client (SNCF, Mairie de Paris, La Poste, etc.): needs identification, definition of specifications, creation of adapted training materials
- Facilitation of in-person and remote training sessions
Customer Experience Training and Pedagogical Engineering Customer Support Zendesk Salesforce
LEGALPLACE
Customer Success Manager
SOFTWARE PUBLISHING
July 2020 - March 2021 (8 months)
Paris, France
- Management and training of the customer support team + KPI monitoring
- Customer experience: dispatch and handling of incoming requests,
complaints and disputes, satisfaction surveys, implementation of onboarding
processes
- Collaboration with the sales department to develop sales of additional services
Team Management Dispute Management Customer Satisfaction Salesforce Customer Support