Freelancer profile translated to English.

Description

👋 Hello! Passionate about customer success, I fully share the vision described in Jonathan Lefèvre's **Customer Service Obsession**: an obsessive focus on the experience and satisfaction of each user.

With over 7 years of customer service experience – notably with leaders like Doctolib – I help companies structure their Customer Success approach to transform satisfaction into lasting loyalty and growth opportunities.

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As a freelance customer service professional (also known as aCSM- Customer Success Manager), I assist your teams on multiple levels, both strategic and operational:

My expertise covers these key areas:

•Analysis of your Customer Experience(tracing the entire user journey from subscription andonboardingto churn)

•Responding to ticketssent by your French/English clients (support)

• Contribution toproduct improvementthrough customer feedback

• Creation of email responsetemplates

• Implementation of simple and effectiveprocessesfor your teams

• Formalization of processes onNotionor Mayday

• Creation and updating of yourFAQto answer frequently asked questions

• Writingtraining materialsfor your internal teams

•Churn reductionthroughloyalty-buildingactions

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🤔 Why choose my services?Speed, Responsiveness, Efficiency, Results.

3 years of entrepreneurshipbeforeanother 3 years with the leader in e-health in France: Doctolib.

1 year spent intechnical support**, to perfectly master the codes of the profession and serve a **demanding clientele.

2 years spent on thestrategic sideof customer relations, integrating thequality and training department for 100 Customer Care agents.

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🗨️So, shall we talk about your project?

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Nantes (up to 30km), Paris (up to 10km), Rennes (up to 10km), Angers (up to 10km), Poitiers (up to 10km)

Pivot
Customer Success Manager
June 2025 - September 2025 (3 months)
Paris, France
- Support (including identifying Product improvements)
- Success (e.g., have a portfolio of clients to oversea to ensure satisfaction, renewals and potentially upsell)
- Process and documentation (e.g., draft documentation on how to handle clients, build dashboards, put in place alerts)
- Onboarding of new joiners (including working on the onboarding documentation)
- Automations (e.g., set-up AI tools, no code tools)
Customer Support Onboarding Customer Success Management Knowledge Management Technical Support
Kalent
Customer Success Manager
HUMAN RESOURCES
January 2025 - June 2025 (5 months)
Nantes, France
- Accompany clients: Understand their needs, help them get started with the Kalent platform, and advise them to maximize their success.
- Training and onboarding: Key contact person to guide recruiters in using the platform effectively.
- Enhance customer satisfaction: Build a trusting relationship by responding quickly and effectively to their questions.
- Analyze usage data: Identify improvement opportunities for clients and propose suitable solutions.
- Retain partners: Identify upsell opportunities and strengthen the value of collaboration with each client, and with ATS partners.
Onboarding Customer Success Management Customer Support customer success
Doctolib
Product Support Consultant
MEDICAL
May 2020 - March 2021 (10 months)
Nantes, France

- Handling about thirty calls and emails per day via Salesforce, with a satisfaction rate (CSAT) above 90%
- Training healthcare and paramedical professionals and configuring the Doctolib software
- Reporting software anomalies to the Tech teams via Jira
- Participation in software development with the Product team
customer relations Customer Relationship Management (CRM) Customer Success Manager User Support Technical Support