Freelancer profile translated to English.
Back to original languageAbout Raywan
Professional with 10 years of experience in Customer Success within hyper-growth startups (Too Good To Go, AB Tasty, Uber), I have supported the development of these companies by managing teams of 5 to 35 people in SaaS (B2B) and Marketplace (B2C & B2B) industries.
I now put my expertise at the service of startups and companies on the following topics:
- Project Management
- Team Management (startup to scaleup transition, team redesign...)
- Implementation & Monitoring of Processes (Customer Journeys, Onboarding...)
- Implementation of Tools & KPIs (NPS, CSAT, dashboards...)
- Implementation of KPIs and OKRs for CS teams.
- Implementation of Upsell/Cross-sell Strategies
- HR: Recruitment and implementation of career plans for Customer Success Managers
- Operational monitoring of key accounts portfolio.
I place particular importance on the customer's place within the company, which should be the driving force that brings different teams (Sales, Product, Tech...) to work together.
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- ANCTHead of Customer Success and DeploymentSOFTWARE PUBLISHINGMarch 2023 - Today (3 years and 5 months)Paris, FranceIn charge of the deployment and support strategy for the open-source software Grist for the ANCT and local authorities.Product roadmap management.Development of the Grist community within the administration (training, webinars, solution implementation) -> Growth from 0 to 15,000 monthly users of the solution within the public administration in 2 years.https://donnees.incubateur.anct.gouv.fr
- Too Good To GoHead of Customer SuccessJanuary 2021 - January 2023 (2 years)Paris, FrancePart of the Management team, I'm leading the Customer Success Department shaping the CS team to support Too Good To Go hyper growth. CS department doubled size from 2021 to 2023 and is now made of 35+ talented people divided in two teams :- Account Management : managing an always-growing portfolio of 25,000+ retailers made of both Key Accounts (Carrefour, Auchan, Paul, Blachère, Flunch...) & Independant stores to provide best-in-class retention & optimization flows & processes.- Customer & Partner Care --> taking care of our 13M+ users in France while growing the CSAT from 68 to 81 in one year & reducing by 70% the average waiting time for our users.
- AB TastySenior Customer Success Manager - Global Accounts - CRO ExpertAugust 2019 - January 2021 (1 year and 5 months)Île-de-France, France- Build a strong post-sales strategy for relationship development with a portfolio of multi-brand and multi-market accounts (L'Oreal, Disneyland, PSA Group...)- Build long-term strategy to Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty- Lead CRO meetings, workshops & training for global accounts- Recap all activities, performance and measurement KPIs, highlighting insights and success to ensure we are making data-driven decisions- Provide strategic consulting for global accounts in CRO fields: recommendations, roadmap implementation & follow-up
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Education
- Master's degree, EntrepreneurshipRouen Business School2015Master's degree, Entrepreneurship
- MasterHong Kong University of Science And Technology2013