Fabrice G. Email & Phone Number

Experienced Customer Support professional with a strong track record in managing multicultural teams within the SaaS industry. Committed to improving KPIs, fostering employee and customer satisfaction, and being highly detail-oriented.Leading and managing an international team of 30-40 professionals, fostering a positive work environment and enhancing team retention.Successfully improved critical KPIs including Churn rate by -30%, Time-to-Value by +40%, Time-to-Close-Onboarding by -40%, and global Customer Satisfaction by implementing data-driven strategies.Analyzed and reported key data across diverse markets, with a particular focus on qualitative feedback to gain insights into customer motivations and areas for improvement.Conducted the definition of Objectives and Key Results (OKRs) for the Customer Success department, guiding both short-term and long-term strategies to drive company success.