Claire Connor Email & Phone Number

Paris, Fr

Paris, Fr

Paris, Île-De-France, Fr

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

Paris, Île-De-France, Fr

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.

Paris, Île-De-France, Fr

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

Paris, Île-De-France, Fr

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)

London, Gb

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

San Francisco, California, Us

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.

San Francisco, California, Us

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.

Geneva, Geneva, Ch

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

San Francisco, California, Us

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.

Frankfurt Am Main, Hessen, De

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.

Bachelor Of Science - Bs, International Business With French

Bootcamp, Ux/Ui Design