Freelancer profile translated to English.
Back to original languageAbout Mathieu
I support general management and business units in structuring their performance and conducting high-stakes operational transformations (growth, reorganization, profitability improvement). In this context, I offer a complete diagnosis, with concrete recommendations and a prioritized 90-day roadmap to secure the execution of critical initiatives and maximize business impact.
Former VP Operations and former transformation consultant, I work in complex B2B environments to clarify organization, implement performance management, and secure the execution of cross-functional programs.
Accustomed to international contexts and Executive/Management Committee interactions.
Types of missions:
• Structuring or reorganizing an Operations department (Customer Success, Customer Service, Back-office)
• Improving sales performance and management (KPIs, OKRs, KAM organization)
• Cross-functional program management (Sales / Product / Marketing)
• Implementing multi-country activity management
• Preparing and securing transition or transformation phases
French
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- StaffMeVP OperationsHUMAN RESOURCESFebruary 2024 - December 2025 (1 year and 10 months)Paris, FranceScope & Context:B2B services (freelance & interim). Member of the management committee, responsible for the Operations division (France). Demanding environment requiring strong operational discipline and cost optimization.Responsibilities:
- Organization and management of Operations teams
- Management of 20 employees (Customer Success Managers, B2B/B2C Customer Service, Administration & Payroll, Collections)
- Structuring of operational processes
- Definition and monitoring of the roadmap, team OKRs, and KPIs (CSAT, staffing rate, productivity, service quality)
- Management of cross-functional projects with Sales, Product, Marketing
- Identification, scoping, and implementation of automation and performance improvement initiatives (e.g., AI callbot)
Achievements and results:- Reorganization of teams by client segments (Large Accounts / SMB)
- Redesign of processes and improvement of operational efficiency: +15 points in staffing rate, CSM CSAT raised to 95%
- Optimization of tools (Salesforce, Aircall, Metabase)
- Maintenance of Customer Service CSAT at 88% despite a doubling of ticket volumes
- Deployment of PoCs and support for large accounts
- TheForkSales Strategy & Operations ManagerTECHMay 2021 - May 2023 (2 years)Paris, FranceContext & Scope:B2B2C SaaS - 12 countries (Europe & Australia). Cross-functional role between Acquisition and Customer Success in an international environmentResponsibilities:
- Analysis and management of multi-country sales performance
- Coordination between local and central teams (Product, Sales, Marketing, Finance, Legal)
- Management of strategic initiatives for top management (structuring and managing cross-functional objectives)
- Harmonization of sales practices between countries
Achievements and results:- Negotiation and deployment of an international partnership covering 8 countries
- Definition of the Go-to-Market Strategy for a SaaS product launch and management of a 60-person matrix project team: €1 million in revenue generated in one year
- Harmonization of key account management (hunting/farming allocation, key activities, variable compensation)
- NPS and customer experience improvement initiatives
- TheForkCustomer Success Optimization ManagerTECHJanuary 2020 - May 2021 (1 year and 4 months)Paris, FranceContext & Scope:B2B2C SaaS – Multi-country. Role dedicated to structuring and industrializing Customer Success practicesResponsibilities:
- Definition of 'standard' Customer Success processes (onboarding, portfolio monitoring)
- Implementation of performance indicators and management tools
- Support for local teams (over 100 Account Managers and Customer Success / Sales managers)
Achievements and results:- Formalization of a standard onboarding process
- Improved visibility of Customer Success performance
- Greater consistency in international practices
- Creation of toolkits (standard contracts, portfolio performance monitoring dashboards, etc.)
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Education
- Master's degree in International Project ManagementESCP Business School2011
- Degree from Sciences Po Bordeaux (BAC+5) and Master's degree in Public Administration and ManagementSciences Po Bordeaux2010