Part of On Trains’s network of experts.Adhoc training and coaching sessions related to Customer Success strategy and operational implementation.

Led multiple cross-team executive projects to support Trustpair's's growth and scale:- Led the design and implementation of a new Support organisation that scaled with Trustpair's rapid growth;- Drove the preparation phase of SOC 2 compliance (key company milestone to get Enterprise security ready) including benchmark of external auditors and coordination of internal stakeholders to create and document processes;- Led ongoing improvements to cross team processes and tool stack, bridging gaps and ensuring coherency between Sales, Finance, Product and Customer Success.

Built and led the Customer Success department:- Recruited and mentored a team of 5 Customer Success Managers.- Built and improved tool stack and processes to manage customer portfolio (Planhat, Intercom) and scale seamlessly with Trustpair's rapid growth;- Achieved <1% Churn Rate, 120% Net Revenue Retention and >80% customer satisfaction score

Dual responsibilities: onboarding first Trustpair clients and building/managing the Ops team and structure.- Managed a portfolio of 50 accounts in mid and large corp companies- Recruited and managed 6 people working on Support and outbound calls- Implemented Level 0 & 1 support structure (help centre, FAQ, escalation process)- Automation of processes in back office to gain operational efficiency (Forest Admin)

Responsible for managing strategic priority client accounts in the banking sector. This included:- Facilitating a multidisciplinary Account team by sharing account insights and intelligence- Forecasting and analysing account metrics to monitor account performance- Managing the relationship with the client's Procurement team- Creating & following up on business development action plans- Partnering with Marketing team to support Marketing efforts - Organising regular business development events

Responsible for:- Building & strengthening client relationship with large French banking groups using Wells Fargo's wholesale banking products including international payments, trade finance & FX- Ensuring a strong after sales customer experience- Coordinating with internal coverage teams to ensure a holistic client strategy- Evaluating and managing client riskIn addition, I was a member of the EMEA Volunteer Leadership Committee in charge of Internal Communications at EMEA level for social responsibility, community & volunteering initiatives.

Responsible for:- Ensuring excellent client service and post-sales customer experience to a portfolio of 30 French-speaking financial institutions across France, Belgium, Luxembourg & Switzerland, handling queries largely related to international SWIFT payments & letters of credit- Supporting business delivery and implementation projects- Preparing pitches & client presentations, - Identifying upsell opportunities- Organising / coordinating diaries for executive client visits & events (IMF, SIBOS)- Supporting risk management processes. In 2013, I was asked to co-lead the harmonisation of client care standards across our European office network, providing training and sharing best practices across the teams.

Responsible for:- Ensuring excellent customer service and after sales support for international clients in order to increase user adoption rates and ensure retention- Supporting and managing marketing projects, including corporate communications, website updates, press releases & internal communications- Organising annual internal company seminar

French speaking role based in London. Responsible for:- Providing high standards of client service to banks in Israel, Algeria, Morocco & Tunisia- KPI reports to management to support relationship management & sales strategy.

One year internship as part of University degree which involved researching, translating, writing and publishing external communications related to the French securities market for institutional investors.