Beschreibung

A global trilingual leader with 20 years of customer management experience around portfolios of strategic clients (5-100 M€) with complex solutions across EMEA, Americas, and APAC I help companies of all sizes strengthen their customer base, unlock their full value potential, ensure long-term revenue stability and growth by building robust customer-centric systems: Vision, Strategy, Execution.

Fields of intervention :

• Design, implement and improve customer-centric programs, activities and initiatives across the entire customer lifecycle, while acting as a single point of contact to ensure:

→ Business Development: new logos generation

→ Account Management: value creation, revenue growth, upsell, cross-sell

→ Customer Success: onboarding, adoption, usage, value realisation, engagement

→ Service Management: solution health, contractual KPIs/SLA tracking, billing, technical follow up

→ Customer Experience: customer journey, satisfaction (CSAT/NPS), retention, relationship, advocacy

• Lead cross-functional collaboration across pre-sales, product, UX/ UI, marketing, professsional services and delivery, support, core engineering teams (R&D, backbone), clients and partners — from shared vision to execution

• Lead Customer-centric teams: hiring, training, coaching on methodologies, tools, best practices

🔹Impact highlights :

• +45% to +65% NRR YoY

• CSAT +30 points

• x 3 client advocacy

• Author of the 1st company's customer-centric industry EMEA Innovation Excellence Award

• Ranked among top 15company's LinkedIn brand ambassadors

• Created deals opportunities (AI, ESG, Data) as client transformation enablers

• Led 1-year crises to resolution in 4 continents

🔹Tools: GenAI, Salesforce, Pendo, ServiceNow, Confluence, Gainsight, Power BI, ProductBoard, DecisionLink

🔹Sectors: SaaS platform/ software, telecommunications, risk management, EHS, ESG, ORM, hardware.

🔹Clients: Novartis, AXA, Chanel, AstraZeneca, Syngenta, Bosch, AkzoNobel, Alstom, SFR, Air France KLM

Sprachen

Französisch
Muttersprachlich oder zweisprachig
Englisch
Muttersprachlich oder zweisprachig
Deutsch
Grundkenntnisse

Arbeitsortpräferenzen

Vor Ort möglich

Paris (bis zu 50 km)

Wolters Kluwer Enablon
Senior Customer Success Advisor - Strategic Accounts Executive
Januar 2020 - Januar 2024 (4 Jahre)
Paris, Frankreich
• Designed and implemented the EMEA CS Program for Fortune 500 clients: segmentation, eligibility, account and success planning, performance tracking, tools (Confluence, Pendo, ProductBoard, Salesforce, ServiceNow), KPIs and internal processes
• Managed strategic portfolio of accounts (Novartis, Syngenta, Bosch, AstraZeneca, AkzoNobel) with annual revenue in 8-figure € annual revenue
• Delivered +45% revenue growth (vs. +25% group average), record EMEA/APAC upsell in 2023
• Onboarded, trained and coached 3 CSMs, co-led global CS meetings with 12 CSMs in EMEA/APAC/US
• Authored the company's first customer-centric industry (EHS&ORM) award: Verdantix Innovation Excellence Award 2023
• Evangelized innovation and new offers on ESG, AI, Data Management, led pre-sales discovery
• Led Pendo adoption initiative across 40 accounts and ran a multi-client executive workshop in Basel (21 VIPs; impact on 500K+ users)
• Ranked in top 20 most customer-focused employees, top 15 LinkedIn brand ambassadors
Run4Change at INSEAD –Global Impact Project
Chief Operating Officer
Januar 2019 - Dezember 2019 (1 Jahr)
Paris, France
• Co-founded and led a global initiative combining sport and fundraising, 172 runners, 128 donors.
• Exceeded targets with 21,800 km run (+9%) and €24,400 raised (+22%) to fund girls' education in developing countries.
Tata Communications
Senior Lead – Global Customer Success Manager
Januar 2014 - Januar 2018 (4 Jahre)
Paris, France
• Designed and implemented account strategies, governance models, and SLA/KPI reporting.
• Interviewed CSM candidates during recruitments, onboarded and trained 3 CSMs in Paris.
• Resolved complex crises across 3 continents, raising CSAT from 56% to 87% for AXA and 54% to 88% for Chanel within tight timelines.
• Delivered +65% revenue growth, resolved €2M+ billing discrepancies, and renegotiated SLAs and partner terms, reducing costs (e.g., Japan: €10K/day → €2K/day).
• Built strong stakeholder engagement from CxO to operational levels, leading steering commitees and business reviews with 5–20+ participants, securing long-term alignment.
• Led 140+ issue resolutions, 18 network audits, and 15+ global cross-functional teams to deliver urgent fixes and redesigns. Prepared C-suite, including Tata Group Board, for high-level client meetings across 4 continents.
• Managed transitions and go-lives for €7M+ in new services, including TelePresence/VAAS for Chanel's owners and Air France-KLM's CEO.