Freelancer profile translated to English.

Description

Customer Experience Strategy Consultant, with over 10 years of experience, specializing in strategic transformation and management to support growth.

✨Your clients are your ambassadors and the key to your growth✨

You have a perfect mastery of your product, your market, and your customers. I step in to support you in structuring, professionalizing, and optimizing your customer experience.

Through clear and effective processes, all documented, I help leaders and teams gain performance and manage their precious time on value-added missions and tasks.

🎯MY OFFERS🎯

1. **Audit**: Conduct an assessment of your customer support, resources, and organization to identify optimizations and projects to launch

2. **Support**: Tackle a subject identified and qualified together, implement a process, a tool, or structure your team (in project mode or transition management)

3. **Training**: Upskill and seniorize your team/managers on a specific subject (create an Onboarding or Customer Journey, a Success Plan, a Career Ladder...)

🏆AREAS OF EXPERTISE🏆

▶️ **Customer Success (High & Low touch)**: Onboarding journeys, customer journeys, success plans, ticketing & helpcenter management, customer base segmentation...

▶️ **Strategy**: Creation of CS roadmaps and OKRs, influence strategy within the company, and ensuring a customer-centric vision within executive committees/management committees.

▶️ **Key Metrics & Data**: Drive satisfaction (NPS, CSAT...), monitor revenue (ARR/MRR, Churn rate and renewals...), and operations (onboarding time, contact rate, response time, product adoption...)

▶️ **HR & Management**: Recruit, structure, and manage your CS team.

📞 Next steps: Shall we discuss it?

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Bordeaux (up to 50km), Paris (up to 10km), Toulouse (up to 10km)

NEIL
Customer Experience and Client Relations Strategy Consultant
DIGITAL AND IT
April 2025 - July 2025 (3 months)
Paris, France
**Objective**: Structure and optimize the customer onboarding journey

**Key contributions**:

- Mapping the implementation journey, including configurations and client instances
- Designing the onboarding journey and an onboarding hub
- Defining internal and external support materials and assets
- Working on thedemonstration of perceived value(value proposition, client objectives, and wow effects)
- Optimizing the Feedback process
- DefiningCS KPIs and data
- Structuring the CS organization: CS vs. Care roles, and developing theCS roadmap
Customer Journey Customer Care Customer Experience Onboarding Journey Customer Success Management
Cegid
Customer Experience & Client Relations Strategy Consultant
DIGITAL AND IT
April 2025 - January 2026 (10 months)
Bordeaux, France
**Objective**: Structure the Customer Success & Support team and organization

**Key contributions**:

- Creation ofonboarding processes for new CS employees
-Integration of a virtual AI agenton Zendesk (Ultimate product)
- Structuring theFeedback loopprocess
- DrivingCS performance**: defining **individual and collective KPIs
- Defining theCustomer Success roadmap
Customer Care AI Chatbot Definition and Monitoring of Indicators (KPI) Feedback Strategic Roadmap
SKL Club (The Bitcoin Society)
Customer Experience and Client Relations Expert
CONSULTING AND AUDITS
December 2024 - Today (1 year and 6 months)
Paris, France
At SKL Club, I act as an Expert in Customer Experience and Client Relations for entrepreneurs and executives.
I assist members in structuring their client-facing organizations, designing effective customer journeys, managing clients globally, and aligning customer strategy with business objectives.

I regularly host various live formats for an audience of entrepreneurs and decision-makers:
**Masterclasses**: to deepen key skills related to Customer Success and customer experience, with concrete and immediately actionable methods.
**Q&A Sessions**: allowing members to ask questions live and receive answers tailored to their context.
**Hot Seats**: during which I analyze concrete cases presented by members and challenge them, leveraging the group's collective intelligence.
Masterclass Workshop Facilitation Customer Experience Customer Journeys Customer Relations