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Carole Decorps

Carole Decorps

Customer Service Assistant I GEMALTO

Followers of Carole Decorps2000 followers
location of Carole DecorpsGreater Paris Metropolitan Region

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  • Timeline

  • About me

    Customer Success Manager @HP. Ex-Adobe

  • Education

    • DESCARTES High School

      2008 - 2009
      Scientific Baccalaureate Speciality physical chemistry Mention Bien

    • PSB Paris School of Business

      2012 - 2014
      Master 2 (M2) Marketing & Commercial Strategy Mention Bien

      Graduated with a Master's degree in Marketing and Commercial StrategiesRecognized Member of the "Conference des Grandes Ecoles"Master 2 - Thesis | Digital Tool, Marketing & Retail : How brands integrate compelling digital tools into marketing strategy, while mitigating organizational constraint in the food industry sector ?Subjects studied: digital marketing, Innovation management, CRM, product marketing, brand commercial strategy.Master 1 - 2nd Semester : Universidad… Show more Graduated with a Master's degree in Marketing and Commercial StrategiesRecognized Member of the "Conference des Grandes Ecoles"Master 2 - Thesis | Digital Tool, Marketing & Retail : How brands integrate compelling digital tools into marketing strategy, while mitigating organizational constraint in the food industry sector ?Subjects studied: digital marketing, Innovation management, CRM, product marketing, brand commercial strategy.Master 1 - 2nd Semester : Universidad del Pacifico @Lima, Peru (6 months)Subjects studied (all spanish courses): e-marketing and social network, Consumer behaviour, Chanel distribution & Price strategy, Product development. Show less

    • Millikin University

      2011 - 2012
      Bachelor of Business Administration (BBA) with Honors GPA : 3.9/4 High Dean's list

      Dual Degree: Millikin University + Paris School of BusinessSubjects studied: leadership, management and international business

    • ESGCI

      2009 - 2011
      Paris School of Business Group

      Subjects studied: Marketing and International Trade.

  • Experience

    • Gemalto

      Jun 2009 - Jul 2009
      Customer Service Assistant I GEMALTO

    • Gemalto

      Jun 2011 - Jul 2011
      Human Resources Assistant I GEMALTO

    • BNP Paribas

      Jul 2012 - Aug 2012
      Credit Letter Technical Adviser I BNP PARIBAS

    • Adobe

      Jul 2013 - May 2018

      RESPONSIBLE FOR ALL INBOUND ACTIVITIES• Solutions: Adobe Experience Cloud (#Analytics #Marketing #Advertising)• Territory: Retail• 110 % Achievement on target• Objectives:- Demand generation and pipeline creation for Adobe Exp Cloud through inbound calls, social network and from outbound prospective- Analyzing customer needs in terms of current business obstacles, identified projects and scoping potential Adobe Exp Cloud by establishing strong relationship with B2B prospects over the phoneINSIDE SALES ROLE• Supporting closing Show less RESPONSIBLE FOR ALL INBOUND ACTIVITIES• Solutions: Adobe Creative Cloud (#Creative #Document #Mobile #Sign #Stock)• Territory: FSI, Government, Luxury• 151% Achievement on target• Objectives:- Demand generation and pipeline creation for Adobe Creative Cloud through inbound calls, social network and from outbound prospective - Analyzing customer needs in terms of current business obstacles, identified projects and scoping potential Adobe Creative Cloud by establishing strong relationship with B2B prospects over the phoneTEAM LEADER ROLE• Management of 9 people: 2 recruited Show less

      • Senior Account Development Manager (Apporteur d'Affaires) | Adobe Exp Cloud

        Jan 2016 - May 2018

      • Junior Account Development Manager (Apporteur d'Affaires) | Adobe Creative Cloud

        Jul 2013 - Dec 2015

    • Jahia Solutions

      Jun 2018 - Aug 2021
      Customer Success Manager | JAHIA SOLUTIONS

      RESPONSIBLE FOR CUSTOMER SATISFACTION AND PRODUCT ADOPTION• Participation in the development of the new (CSM) department• Clients: 80 SMB Accounts including important French/Swiss References (Ministère des Finances, Maif, Macif, BNP, CNIEG, Organisation International de Normalisation, Union Bancaire Privée)• Territory: FSI, Public and Pharmaceutical• Retention rate: 98% ; Upsell generated 2019/2020: 150Ke ; 1 case client study approved ; 5 customers at risk renewed (ARR saved: 100Ke).• Objectives:- Drive engagement and retention of accounts by establishing a customer loyalty strategy - Monitor customer health metrics by handling escalation/customer complaints- Manage renewals, upgrade, upsell and cross sellingTEAM LEADER ROLE• Management of 1 apprentice customer success manager Show less

    • Liferay

      Sept 2021 - Jan 2023
      Senior Customer Success Manager I LIFERAY

      RESPONSIBLE FOR CUSTOMER SATISFACTION AND PRODUCT ADOPTION• Clients: Top 40 Big Accounts (CAC40 companies : Conseil de l'Europe, EDF, Suez environnement, Groupe Casino, AFPA)• Territory: FSI, Public and Energy• Retention rate: 98% ; 1 case client study approved ; Complex on-boarding project• Objectives:- Drive engagement and retention of accounts by establishing a customer loyalty strategy - Monitor customer health metrics by handling escalation - Detection of opportunity on existing customer (upsell, cross-sell, uplift) Show less

    • HP

      Feb 2023 - now
      Customer Success Manager I HP Managed Print Services

      RESPONSIBLE FOR CUSTOMER SATISFACTION AND CROSS-SELLING / UP-SELLING• Clients: Spie, Egis, Disneyland Paris, Sodiaal, EuroAPI (Ex-Sanofi), Dassault Aviation, AG2R La Mondiale• Territory: Insurrance, Entertainment, Civil engineering works, Agro-food, Pharmaceutical indsutry• Objectives:- Drive engagement and retention of accounts by establishing a customer loyalty strategy - Monitor customer health metrics by handling escalation and monitoring invoices- Detection of opportunity on existing customer (upsell, cross-sell, uplift) Show less

  • Licenses & Certifications

    • EValueSelling Fundamentals Framework

      ValueSelling Associates
      Sept 2015