Freelancer profile translated to English.
Back to original languageAbout Steven
For more than 10 years, I have been supporting organizations in the transformation of their business processes and the optimization of customer experience.
With a background in multiple sectors (electronic security, training, consulting), I have developed a strong adaptability to work in varied ecosystems and on complex business issues.
My expertise is divided into two pillars:
1. Customer Strategy & Retention (CSM)
- Commercial Engineering: In-depth analysis of customer and user needs
- Growth: Management of strategic accounts and deployment of expansion strategies (Up-sell/Cross-sell).
- Loyalty: Mastery of retention and churn reduction
- Customer Success: Management of satisfaction (NPS/CSAT) and alignment with ROI objectives.
My Goal: Deliver technically robust projects that generate immediate business value.
2. Project Management & Operational Excellence
- 360° Project Management: Mastery of the project life cycle and stakeholder governance.
- Process Engineering: Audit, modeling, and optimization of business workflows
- Change Management: Facilitation of co-design workshops and adoption strategies for tools
My Goal: Projects that are not only well-managed but also create immediate and lasting value.
English
Fluent
French
Native or bilingual
Can work on-site
Paris (up to 20km)
Experience
- ARTIT Project ManagerTRANSPORTATIONJanuary 2022 - January 2025 (3 years)Paris, FranceI support business units in analyzing and gathering requirements. I am involved in several projects, particularly in implementing the dematerialization of business processes such as:- Implementation of an electronic signature system- Redesign of the HR & Finance IS- Implementation of a Document Management System (DMS)- Dematerialization of management project dashboardsAs a project manager, I support the CIO on subjects such as:• Monitoring compliance with technical and functional requirements• Managing all projects with the CIO• Participation in the implementation of security solutions within the Authority• Facilitating workshops with business departments• Consolidation and drafting of deliverables and project monitoring• Contribution to technical and functional testing and acceptance phases• Drafting technical installation files• Creation of user documentation• Providing first-level technical support to departments• Participation in testing phases• Monitoring all actions to be carried out with service providersFunctional Environment: Project Management, Support, CommunicationTechnical Environment: Office 365, TimePerformance, GLPI, Azure MDM, VMware Horizon
- KITCHYProject ManagerCONSULTING AND AUDITSSeptember 2021 - December 2021 (3 months)Responsible for the development and monitoring of client projects.To do this, my tasks include:▪ Audit of services offered (Understanding the business model)▪ Implementation of an agile project management culture▪ Creation of a business model through financial logic▪ Define the roles of each stakeholder▪ Decision support for partnership selection▪ Organize project coordination meetings▪ Facilitate project review meetingsFunctional Environment: Management, Leadership, CommerceTechnical Environment: Office 365, Google, Trello, Notion
- EOSACustomer Success ManagerBANKING AND INSURANCEJanuary 2021 - September 2021 (8 months)Charenton-le-Pont, FranceResponsible for commercial and project management in personal insurance.To do this, my tasks include:Increase in customer satisfaction by 22%Growth of the client portfolio by 25%▪ Manage all commercial actions with identified targets▪ Retain clients through personalized follow-up▪ Train and support the client in using the solution▪ Facilitate progress meetings with the business manager▪ Data migration and CRM configuration▪ Supervise and develop a business portfolioFunctional Environment: Management, Leadership, Commerce, InsuranceTechnical Environment: Office 365, Hubspot, Zoho Google, Trello, Notion
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