𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 : Regate is an accounting automation software solution designed to centralise all of a company's financial management on a single platform. Designed as a true financial cockpit, the platform integrates natively with your accounting software to streamline all your accounting processes.𝗥𝗼𝗹𝗲 :● Member of the CSM Enterprise team of six people.● Customer success department, consisting of two teams: CSM Enterprises (6) and CSM Certified accountants (6)𝗣𝗼𝗿𝘁𝗳𝗼𝗹𝗶𝗼 :● Consisting of around fifty national B2B customers, including their subsidiaries● Including around ten key accounts.● 40% of customers (1 to 30 employees), 50% of customers (30 to 200 employees), 10% of customers (over 200 employees).𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Training on the use of the solution and assistance with setup.● Presentation of product updates, new features.● Detection and tracking of upsell and cross-sell opportunities in collaboration with Account Managers.● Detection, reporting, and tracking of bug resolution, proposing temporary workaround solutions.● Encouragement for product adoption.● Monitoring account performance indicators.● Tracking Net Promoter Score (NPS).● Identification and reduction of churn risks.● Administration of access and module options through the internal back office.● Reporting requests for new features to the product team.● Continuous update of the CRM, follow-up notes, tasks, key contacts, etc.● Organization of regular follow-up meetings (steering committees).● Tracking contract renewals.#𝗙𝗶𝗻𝗮𝗻𝗰𝗲𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 #𝗙𝗶𝗻𝗮𝗻𝗰𝗲 #𝗙𝗶𝗻𝘁𝗲𝗰𝗵 #𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗶𝗻𝗴

𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 : HRIS Solution in SaaS mode with an innovative approach, PeopleSpheres allows interconnecting the best HR tools in the market (leave and absence management, recruitment, payroll, skills, etc.) via APIs. It is designed as a unique platform, unifying the employee experience while significantly simplifying the work of HR teams.𝗥𝗼𝗹𝗲 :● Member of the two-person CSM team.● Customer success department, led by Director of Customer Success, Christophe Masson.𝗣𝗼𝗿𝘁𝗳𝗼𝗹𝗶𝗼 :● Comprising around fifty national B2B clients and their subsidiaries abroad.● Including several Key Accounts such as Première Urgence Internationale, Greenpeace, Dutscher, Rothelec, KFC, Diota (acquired by Dassault Systèmes), Decathlon (The Reunion Island).● 20% of clients (1 to 100 employees), 60% of clients (100 to 250 employees), 20% of clients (over 250 employees).𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Monitoring NPS (Net Promoter Score).● Developing a success plan with each client, including identifying their future challenges, priorities, and current software ecosystem.● Conducting satisfaction surveys.● Post-implementation surveys for new modules.● Collaborating with account managers on cases.● Identifying contract termination risks (churn) P0, P1, P2.● Tracking contract renewals with all our partners.● Classifying clients (High touch, Middle market, Low touch, Digital touch).● Coordinating internal and external stakeholders.● Reporting bugs and improvement requests.● Actions within the ambassador program.● Reviews collection program.● Encouraging product adoption.● Monitoring account performance indicators.● Identifying new upsell opportunities, new HR areas to digitize.● Identifying new partners.● Organizing regular follow-up meetings (steering committees) to ensure their satisfaction.#𝗛𝗥𝗜𝗦 #𝗛𝗥 #𝗔𝗣𝗜 #𝗣𝗔𝗔𝗦

𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 : Appvizer is the number one website in Europe dedicated to software for businesses.It's a professional media, directory, and software comparison platform that enables software publishers to increase their solution's visibility. Appvizer excels in creating SEO articles aimed at achieving top positions in search engine results. The goal is to target queries made by the publishers' prospects.𝗥𝗼𝗹𝗲 :● Member of the three-person CSM team.● Customer success department, led by Head of CSM, Julie Dupont-Chaplain.𝗣𝗼𝗿𝘁𝗳𝗼𝗹𝗶𝗼 :● Comprising a little over 80 national and European software editors.● As well as some very promising start-ups at the time, such as Fygr, Harvestr, Workmotion and others.𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Ensure quality integration and customer experience to boost Appvizer adoption.● Organize and facilitate kick-off meetings between the copywriting team and clients to thoroughly understand the solution and expectations.● Validate the relevance of SEO query proposals by the copywriting team based on client objectives.● Implement lead tracking tools in collaboration with the product team.● Organize regular performance reviews to ensure the smooth progress of ongoing campaigns and facilitate upsells (new campaigns).● Manage campaigns and maximize generated value.● Analyse the performance of SEO articles and provide feedback to the copywriting team.● Centralize technical issues/bugs detected by the CSM team to prioritize them for the development team.● Identify promising client accounts.● Report on activities.● Monitor client satisfaction through Asana.● Provide customer service and satisfaction to build loyalty and increase sales.𝗡𝗶𝗰𝗵𝗲 𝗦𝗮𝗮𝗦, 𝗵𝘆𝗽𝗲𝗿𝗴𝗿𝗼𝘄𝘁𝗵 𝗦𝗮𝗮𝗦, 𝗲𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗲𝗱 𝗦𝗮𝗮𝗦.#𝗦𝗼𝗳𝘁𝘄𝗮𝗿𝗲𝗰𝗼𝗺𝗽𝗮𝗿𝗮𝘁𝗼𝗿 #𝗦𝗮𝗮𝗦 #𝗠𝗲𝗱𝗶𝗮 #𝗦𝗘𝗢

𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 : Ecostaff offers a range of services tailored to meet the needs of legal professionals: lawyers, notaries, and commissioners of justice. Ecostaff's technologies and customized services are designed to optimize the efficiency of legal teams, enabling them to focus more on high-value tasks.𝗥𝗼𝗹𝗲 :● Head of Customer Success for the CSM department, consisting of four members (including me).● Supervised by the Director of Operations Paul-Emile Abdelnour.𝗣𝗼𝗿𝘁𝗳𝗼𝗹𝗶𝗼 :● Co-management with the team of a portfolio comprising 700 French B2B clients.𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Structure the customer success department, including selecting, configuring, and deploying the project management tool, Monday.● Structure the telephone reception service (define internal processes: setup, billing, production).● Onboard new clients, define specifications, conduct technical audits, configure the Ubicentrex call center solution, set up the client's telephone system, and provide user training.● Continuously monitor customer satisfaction.● Train, mentor, and develop skills for new team members.● Conduct webinars on the topic of telephone reception.● Design and launch new offers in close collaboration with various subsidiaries of the SEPTEO group.● Identify upselling and cross-selling opportunities.● Handle non-conformities and termination requests.● Capitalize on knowledge.● Create activity monitoring dashboards.● Digitize the client onboarding process.𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗘𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻 :● 2020 : Handled 1,440,000 incoming calls / Team Size: 70 / Onboarded Clients: 700 / CSM Team: 4 members● 2016 : Handled 84,000 incoming calls / Team Size: 8 / Onboarded Clients: 60 / CSM Team: 1 member

𝗥𝗼𝗹𝗲 :● Member of a team of three sedentary sales representatives.● Team structure: One field sales representative and one sedentary sales representative for each region.𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Manage, develop, and maintain a client portfolio in the south of France.● Daily monitoring and reporting of activities.● Provide field sales support (lead generation, contract renewals, etc.).● Support the marketing team (enrichment of the database for lawyers and commissioners of justice).#𝗢𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲𝗱𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀

𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 : SME enterprise located in the Occitanie region, specializing in providing, installing, and maintaining computer systems for businesses and retail outlets. B2B customers only.𝗠𝗶𝘀𝘀𝗶𝗼𝗻𝘀 :● Development of the client portfolio.● Teleprospecting.● Research for new suppliers.● Customer relationship management.● After-sales service management.● Maintenance and repair of computer hardware.● Inventory management.● Purchasing management.