Description

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

Langues

Français
Bilingue ou natif
Anglais
Bilingue ou natif
Allemand
Notions

Préférences en matière de lieu de travail

Accepte de travailler sur site

Paris (jusqu’à 50 km)

Wolters Kluwer Enablon
Senior Customer Success Advisor - Strategic Accounts Executive
janvier 2020 - janvier 2024 (4 ans)
Paris, France
• 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
janvier 2019 - décembre 2019 (1 an)
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
janvier 2014 - janvier 2018 (4 ans)
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.