Subscription Sales Executive - Autodesk Development Sàrl, NeuchâtelIn charge of the Subscription Renewals for France, Benelux, Italy, Spain, Portugal, Greece, Cyprus and Malta.− Increased the renewal rates from 65% to 90% exceeding the target of 75% by far.− Created reporting methods sent regularly.− Organized regular calls and meetings with distribution and channel partners to provide a regular status update, drive behavior and solve issues on different topics to ensure goals were reached.− Provided accurate forecasts allowing good drive of the business.− Provided support on different business issues encountered by our channel partners and internal sales to ensure customer satisfaction and loyalty.− Negotiated successfully challenging situations with Major customers.

Managed a department of local and remote employees (ten local and two in Romania). Directly involved in the hiring process for all new members.− Maintained a high level of Customer Service.− Using a positive attitude with my team members focusing on the positive points and fixing rapidly the negative ones, in conjunction with a coaching attitude based on my deep experience in product support, Built and maintained a highly committed team delivering outstanding results in terms of product support efficiency, quality and customer satisfaction.− Developed customer contact methods to reduce the volume of support requests.− Developed processes to enhance customer satisfaction when facing product issues. 10% increase on Customer Satisfaction in first year.− Managed resources and budget.

Senior Technical Support Specialist for installation and licensing (all Autodesk products),supporting as well AutoCAD, AutoCAD LT, DWG True View, Design Review products.− Set up what became later the global team dedicated to Installation and Licensing issues.− Set up a global Product Support lab using the VMWare farm technology. This project allowed saving substantial costs in hardware. Estimated saved costs 75 to 100 k$− Developed an internal wizard tool allowing all level specialists handling licensing issues. This project allowed reducing the number of licensing issues to the licensing team by around 20%, increasing dedicated licensing team effectiveness in working in major issues.

Product Support Specialist for AutoCAD, AutoCAD LT, VoloView and Technical Account Supervisor for major accounts:− Ministère de l’Equipement (France); SNCF (France); Italferr (Italy).Acting as main contact between support and major customers on the technical aspect of product support.By meeting regularly, the relationship allowed increasing on customer satisfaction, customer engagement and higher effectiveness in identifying and fixing customers major issues.

Responsible of the quality control for AutoCAD and AutoCAD LT− Developed automated scripts to execute testes and read results.− Defect reporting and prioritization to the development department.