Experience

• 

  Royalties

  Jan 2015 - Sept 2015

  Brand consultant

  Royalties is a brand management agency. The agency deals with problematics with issues as brands financial assessments, brand creation and management including visual and verbal identity.Missions:- Production of brand strategies: creation and repositioning, optimization of brand portfolios for major accounts- Deployment of brand strategies: strategy of tools, copywriting, creative planning- Project management: understanding and management of daily clients' demands with strategic and creative teams- Watch and analysis: benchmarks, brand audits, market analyses, semiological analysis.Clients: Castorama, Atos Show less

• 

  Digitalia

  Sept 2015 - Jun 2017

  Business manager

  Digitalia is a mobile agency specialized in the developement and the design of mobile applications and websites.Digitalia est une agence mobile spécialisée dans la conception et le développement d’applications mobiles et de sites web.Missions:- Business development: prospecting, response to calls for tenders, negotiation- Account management: customer support, treatment of requests, quotes, invoicing- Digital project manager: writing specifications, building the development schedule and estimating the necessary resources, testing prototypes, management of a team of 7 web and mobile developers- Com / Marketing: management of group websites, social networks (extensive use of Linkedin), inbound marketing, SEO Show less

• 

  Sciences po

  Sept 2015 - Dec 2015

  Teaching assistant of the "brand management" course

  Course created in 2007 by David Jobin and prepared by the Royalties agency, for the students of the Master in Communications of Sciences Po Paris.

• 

  Mindsay

  Jul 2017 - Sept 2020

  Missions:- Customer Success Manager: see below- Management: Writing of Scorecards, recruitment of two CSM, onboarding, training inproduct and Mindsay's processes, distribution of accounts, daily follow-up, evaluation andfeedbacks- Structuring: Definition of the processes of the CSM team and with the Sales and Product teams,definition of guidelines for new arrivals, definition of customer care packages,implementation and configuration of a CRM, monitoring of KPIs of the CSM team Show less Founded in 2016, Mindsay is a start-up that has created a conversational artificial intelligence solution (chatbot + Saas) specializing in the travel sector. Mindsay's technology helps businesses reduce the processing time for customer service agents, thereby improving the traveler experience.Missions:- Customer care: Maintaining a good relationship, understanding customer needs, TerritoryManagement, identification of upsells opportunities, organization and direction of the differentcustomer touchpoints (calls, monthly meetins, Quarterly Business Reviews)- Customer satisfaction: Detection of churn risks, definition and monitoring of chatbot KPIs,collecting feedbacks, consulting on the conversational topic- Support: Processing of tickets returned by the client, processing of custom client requests, monitoring of technical issues- Product specialist: Onboarding clients on the SaaS platform, client communication on the product roadmap, presentation of new features, documentation and creation maintenance- Data analysis: Volume, usage and performance data analysis for chatbots, transforming analytics into insights for chatbots' continuous improvement Show less

  • Lead Customer Success Manager

    Aug 2019 - Sept 2020

  • Customer Success Manager

    Jul 2017 - Aug 2019
• 

  Blue dot

  Sept 2020 - Dec 2021

  Enterprise customer success manager/account manager

  Blue dot is a fintech SaaS company that has developed a proprietary AI-based deep technology (protected by an extensive patent portfolio,) enabling businesses to deal with tax data compliance challenges. Blue dot helps large corporations – including Fortune 500 companies – gain actionable insight into their transactional data, empowering finance and tax professionals with full data integrity, tight compliance and optimal savings.Missions:- As the primary focal point, act as a trusted advisor to the client, enhancing the client relationship experience.- Deep understanding of Blue dot solutions to support and facilitate our clients’ day to day work- Identifying, forecasting and leading expansion opportunities.- Conduction of business reviews and ongoing web meetings.- Owning contract renewals and addendums.- Accountability for supporting processes within the company (deadlines, ticketing system, billing etc) Show less

• 

  Uberall

  Dec 2021 - Mar 2023

  Enterprise account director

  Uberall is a SaaS platform which helps the brick and mortar businesses stay relevant, competitive, and profitable, by using digital technology to win clicks online and feet offline. - Effectively network with the senior stakeholders within Uberall's customers; be a trustedadvisor to ensure successful account plan execution and business growth- Understand clients’ strategies, KPIs, goals and ROI metrics to identify risks to clientsachieving their goals and develop risk mitigation plans- Drive the creation and delivery of quarterly and annual business reviews with clients andgrow incremental business- Drive long-term partnership value by developing an understanding of clients’ business,their challenges, operating environment, capabilities and goals as well as the locationmarketing technology industry and competitive landscape- Develop and own key client initiatives and drive adoption of Uberall technologies.Actively promote Uberall’s offerings and value to clients to identify ways of driving morerevenue- Identify and deliver on new business opportunities within the enterprise customers.Curate and communicate expertise based on competitive landscape, best in-housepractices and marketable client success stories- Work closely and effectively with Customer Success Management and CustomerOperations to ensure best-in-class service. Represent the client needs with otherfunctional teams and provide input to Product to help shape our development roadmap Show less

• 

  Sap leanix

  Mar 2023 - now

  • Senior Customer Success Manager - Enterprise

    Jul 2024 - now

  • Customer Success Manager - Enterprise

    Mar 2023 - Jun 2024