Freelancer profile translated to English.
Back to original languageAbout Mélissa
Hello and welcome,
Key Account Manager for 10 years.
Specializing in commercial relations & Key Account client portfolio management. (Breeder profile)
I ensure the satisfaction and loyalty of the clients entrusted to me by positioning myself as a true privileged contact. As the voice of your company to your clients, it is important for me to analyze and understand their operations and challenges, to always remain attentive to them and to best meet their expectations.
Experience with varied client portfolios (Mass Retail, Oil Companies, Real Estate, Cities & Municipalities, VSEs/SMEs, Banks). Strong mailing skills (writing & phrasing, spelling)
I work with professional conscience and respect to contribute to the success of projects
Results-oriented with a developed human touch. Strong appetite for international business.
Looking forward to discussing with you,
Melissa.
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 10km)
Experience
- SASU FNCCRCustomer Success ManagerPUBLIC SECTOROctober 2025 - Today (8 months)Paris, FranceFNCCR is an association of local authorities dedicated to supporting public services in their energy transition initiatives.Within the ACTEE program and as part of the launch of the new IPPER platform:Missions:- Qualification of the contact database of local authorities- Creation of help and resources for the upcoming platform under development- Contacting local authorities that benefited from previous funding programs to establish a report- Assisting local authorities during their onboarding on the platform- Webinars and presentations of the tool and its functionalities
- ORANGEProject ManagerDIGITAL AND ITJune 2025 - October 2025 (4 months)Paris, FranceMissions:- Coordination of the divestment/sale project of a business unit of Orange Business- Supervision of the entire cycle: listing project needs and priorities, team consultation on major phases, calendar definition, project launch- Qualification of the transferable client base (data gaps) with support from the sales department- Electronic notification: Identification of service providers, presentation meetings, ensuring the chosen solution meets the needs, service provider selection- Ensuring deadlines, client notifications, and follow-ups to obtain cession agreements and secure 100% of the ARR negotiated between the two parties (Orange Business and the acquirer)
- BlankKey Account Manager - Customer Success ManagerBANKING AND INSURANCEFebruary 2023 - December 2025 (2 years and 9 months)Paris, FranceBlank, a subsidiary of the Crédit Agricole group, a major player and a 100% digital neobank for freelancers and their professional activities.1) Customer Success Management Aspect- Level 3 technical support management with the Head of CSM (email)- Reporting client pain points/suggestions to product and tech teams & monitoring corrective actions- Optimization of request processing procedures & operational best practices- Analysis of support/after-sales service performance (processing times, complaint rates, resolution)- Analysis and reporting of client relations and satisfaction KPIs (CSAT, NPS, processing times, etc.)- Participation in cross-functional projects to improve customer experience and animation of follow-up committees.2) Account Management Aspect- Main point of contact for accounts, responding to their daily questions and needs- Responding to inquiries regarding customer acquisition, product, or regulatory matters- Analysis of sales performance, KPI reporting, presentation of sales performance- Preparation of Steering Committee meetings and presentation of quarterly activity reports- Project management: central and transversal role, internal coordination to ensure follow-up of all operational (run) topics with the relevant teams (onboarding, product, customer support/call center, finance)- Support to the Market Manager on governance tasks and meetings.
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Certifications
- TOEIC (820/990)ETS
- TOEFL (70/110)ETS