Morgane Quemard

– Diagnosed a systemic support backlog and redesigned intake and routing workflows end-to-end, rebalancing workload against team capacity: first reply time cut from 172.8h to 20.2h (–88%), full resolution time from 140.7h to 7.9h (–94%), SLA compliance restored in 3 months.

– Built an automated engagement tier for the <$50K ARR segment — segmentation logic, trigger-based workflows, escalation paths — freeing ~25% of CSM capacity while maintaining logo retention: the company's first automated GTM coverage model.

– Partnered with leadership on margin improvement decisions: modeled the operational trade-offs, ran internal communication and proactively managed relationship risks through the transition.

– Defined the end-to-end customer journey architecture adopted as the foundation for the company-wide GTM transformation, aligning Care, Sales and Product around a shared operating model.

– Drove global Salesforce adoption across the CS organization — training, change management and enablement across all regions — establishing the data foundation for automated health scoring and activity tracking, the company's first data-driven customer risk model at scale.

– Built the CS performance framework (dashboards, leading indicators, QBR cadence) leadership used to steer proactive engagement and reduce reactive escalations.

– Led the post-acquisition operational integration of MoovOne: processes, tooling and team structures harmonized across two organizations with zero service disruption.

– Scaled CS operations through x100 YoY growth in teleconsultations, designing processes and team structures that absorbed hypergrowth demand without degrading service quality.

– Drove a +40-point NPS improvement in 12 months by building the first structured measurement framework and running targeted improvement initiatives.