Sylvain Tivayrat

I support the PEX (Local Eviction Prevention) team in the national deployment of Alexi, a new management tool for departmental services, replacing an outdated software. Alexi aims to better secure landlords and tenants against eviction and rental arrears risks.

On a daily basis, I manage all deployment-related tasks: structuring user support, creating educational resources, facilitating exchanges with departmental services, and collecting feedback from the field through surveys and dedicated diagnostic sessions. I also implement usage statistics collection systems to feed technical teams and continuously adapt the roadmap.

My dual role allows me to go beyond operational deployment: working with the PM and UX designer, I actively contribute to backlog management, task prioritization, writing User Stories and Epics, acceptance testing, and participating in the product team's Agile rituals.

I internalize users' business issues to inform development evolution decisions and ensure the software adapts to real-world conditions.

I created and structured the Customer Success department from scratch, using HubSpot as the backbone of customer relations. I currently manage a portfolio of 1,250 clients, with active CSM monitoring for approximately 300 accounts, alongside a colleague whom I support daily.

I implemented all the department's foundational elements: onboarding journey, retention process, churn monitoring KPIs — stabilized at an average of 0.5% — and identification of upsell opportunities. I also manage sensitive billing situations in coordination with the finance department, particularly handling arrears and special cases.

In parallel, I act as a liaison between the field and technical teams, systematically relaying customer insights to inform product development.

On the Customer Success side, I manage the entire client relationship, from onboarding to retention. Specifically: I assist new clients with software adoption, train them, and provide proactive follow-up to ensure they derive real value from the tool. I am the primary point of contact for responding to inquiries, resolving issues in collaboration with technical teams, and identifying account expansion opportunities. I also implement regular client performance monitoring — data analysis, corrective measures, and structured feedback collection to inform product evolution.

On the Product Owner side, I drive product strategy by maintaining a prioritized backlog, aligned with user needs and company objectives. I bridge the gap between customer feedback from the field and technical teams, translating needs into clear and actionable User Stories. I make decisions in constrained environments (deadlines, budget), monitor product metrics, and communicate regularly with stakeholders to ensure alignment throughout development cycles.