Freelancer profile translated to English.

Description

Expert in Customer Success and SaaS project management, I guide companies in structuring customer journeys, project steering, and customer success at every stage.

I have led onboarding and Customer Success teams, optimized processes to halve integration time, implemented KPIs, dashboards, and QBRs to track retention and growth, and collaborated with Sales and Product to align offerings with customer needs.

I also manage complex international projects, coordinating internal teams and partners, and deploying standardized processes to ensure quality and performance.

Available for 100% remote missions or based in Toulouse/Bordeaux, I combine strategy, management, and results orientation to transform the customer experience and maximize delivered value.

Bilingual French/English.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Fluent

Workplace preferences

Can work on-site

Bordeaux (up to 50km)

OCUS
Head of Onboarding and Customer Success
PRESS AND MEDIA
December 2023 - Today (2 years and 6 months)
Paris, France
Redesign of the customer journey and optimization of onboarding to ensure adoption, satisfaction, and loyalty: Customer onboarding time halved and average Customer Satisfaction Survey (CSAT) of 9/10.
Steering and coaching teams to improve customer KPIs and service quality: Annual global order conversion rate improved by 9 points.
implementation of processes and offer validation committees to strengthen their alignment with operational capabilities and streamline the sales process.
Partnership with the "Product" team on building a new product aligned with customer needs.
Customer Satisfaction Team Management Process Management
OCUS
Onboarding and Customer Success Manager
PRESS AND MEDIA
January 2022 - November 2023 (1 year and 10 months)
Bordeaux, France
Collaboration with Sales before the signing of major accounts to structure the offer and contractual terms that meet customer needs while ensuring their operational feasibility.
Management of Enterprise clients post-signature: building and steering international launch plans (20+ countries).
Definition and monitoring of contractual SLAs and success KPIs to ensure adoption, satisfaction, and achievement of business objectives.
Coordination and briefing of internal teams, implementation of production tools and processes.
Facilitation of follow-up meetings, proactive resolution of customer issues, and escalation management. Preparation and facilitation of Quarterly Business Reviews (QBRs), identification of expansion opportunities (launching discussions around an AI contract, geographic expansion), and relaying customer insights to identify product improvements (development of several product feature adaptations).
Operations Management Customer Satisfaction Team Management Project Management Customer Loyalty/ Retention
OCUS
Operations Team Lead
PRESS AND MEDIA
April 2019 - December 2022 (3 years and 8 months)
Bordeaux, France
Project management of photo tests in new markets (US and Canada) for major clients in the Food Delivery sector: analysis of customer needs and coordination of internal and external teams to ensure quality, deadlines, and satisfaction.
Recruitment, onboarding, and management of a network of photographers. Following the success of the test projects, large-scale deployment of operations in the North American market with the implementation of standardized operational processes.
Proactive resolution of customer issues and continuous improvement of performance and productivity.
Project Management Operations Management Team Management International Expansion Market Opening