Frédérique Itier Email & Phone Number

Le Crès, Fr

Paris / London / Montpellier / Montreal

Worked closely with the Global Content Marketing and Digital Marketing teams as part of their editorial strategy group to adapt their processes to the French market in order to boost user engagement and conversions. The resulting improvement in the quality of the downloadable content had a significant impact on our sales pipeline. I went on to lead similar efforts for supporting Spanish, Italian, and German, culminating in the creation of a glossary of key terms around our three product categories - automation, orchestration, and continuous delivery.The adoption of an “emotive content” approach to my proof-reading and translation work radically improved the perceived value of the content I was producing, (significantly higher downloads and visits of customer testimonials, white papers, technical publications, blogs, etc.)Based on my experience in Product Management, I launched a new communication strategy that packaged all new content into releases that coincided with product releases every six months, streamlining all of our content creation and allowing for more impactful messaging, including demo videos, technical papers, user guides, updated content on the main site, and more.Following two acquisitions, I helped in a total rebuild of all content (documents, branding, selection of customer testimonials, etc) from selection through to deploymentI prepared a competitive analysis of various DevOps solutions to be published on the corporate web site to drive more conversions and to be used by Sales to help close dealsThe totality of my work (hundreds of white papers, technical documents, client testimonials, eBooks, videos, and infographics) are available on the CA web site

Paris / Montreal / Vienna / Singapore

As part of Orsyp’s transition to Agile, I designed and launched a new engagement strategy for our customers called the Solution Partner Program. Today, this strategy is known as “Inclusive Design”. This approach allowed key customers to get involved directly with product managers and developers from design to delivery, helping to define and prioritize the feature backlog.In tight collaboration with the product managers, I organized an online community of customers across diverse industries (banking, retail, telecom, e-commerce, and more) that could be leveraged for feedback. I then proceeded to organize and run all-day consultation sessions with the community called User Days (see video link below). These sessions were timed to occur 2 months before each release, allowing larger groups of customers - no more than 30 - to contribute their perspectives on our upcoming release. We held these events in Europe, Canada, USA, and Asia. This resulted in shortening our release cycle while invigorating our customer base in ways that had previously been thought to be impossible.-Release cycle was shortened from 1 year to 6 months-Registration of 20+ new customers per year in our Solution Partner Program-Grew the Solution Partner community from 0 to 400 users-Solution Partner Program became a valuable sales tool that helped win new deals once it was opened up to prospects as well-Client satisfaction rose to achieve 96%

Paris / Montreal

Charged with addressing the lack of communication and visibility of R&D and customer support. To tackle the problem, I implemented a new communication strategy that focused on the customer, taking advantage of product launches and changes being made to customer support. Taking advantage of my inside knowledge of both departments, I pursued an iterative strategy that boosted visibility internally, then to our sales representatives, and then finally to our customers.To help improve the customer’s satisfaction with the product, I established numerous beta-testing partnerships with software vendors such as HP, Microsoft, Oracle and SAP. These vendors agreed to test our integration with their products during our development phase to ensure the highest possible quality prior to release.To address customer on-boarding and education, I worked with our teams in the USA to develop e-learning programs in English and then adapt them to the French market.-Developed three e-learning courses in English and French, which enjoyed a 40% sign-up rate-Created a monthly R&D newsletter that achieved a 30% open rate-Created a weekly technical support newsletter for direct-support customers that achieved a 50% open rate-Piloted monthly and annual customer satisfaction surveys that increased visibility of customer feedback from 60% to 80%

Paris La Défense, Montréal (Canada), Hong Kong

In order to respond to Orsyp’s international growth, I worked with the Director of Customer Support to revamp their entire support strategy from A to Z, transitioning them to a “follow-the-sun” model. This involved hiring and training 15+ new Level 2 support professionals to staff offices in Paris, Canada, and Hong Kong. Level 1 support was outsourced to a third-party call center, allowing our employees to focus on investigation and resolution of more complex problems.In addition, I drove the migration of the company’s existing help desk solution towards Salesforce as the new CRM / help desk solution, allowing all departments to a single centralized view of the customer, including contracts, licenses, and so on. This enabled the support team to be much more aware of the state of the customer before getting involved in an incident, leading to more personalized service and increased customer satisfaction.-Team capacity for call volume rose by 60%-Primary performance KPI increased from 64% to 97%-Client satisfaction doubled to 86%

The Hague Area, Netherlands

Responsible for training new teams in English, including the design and creation of all training materials. Topics included IBM software, troubleshooting, and the ticketing platform.-Trained 200+ employees-97% of all trainees were hired after probation

Région De The Hague, Pays-Bas

Responsible for handling calls in English and French from IBM employees, including resolving the issue or qualifying it prior to escalation to the next level of support. Also responsible for creating FAQ content for the English knowledge base once a solution to a given problem had been found.

Master'S Degree, Technical Translation -English And Italian

http://itiri.unistra.fr

2 Years Master - 1St Year: English And Italian Translation And Interpretation In Milan, Institut De Traducteurs, D'Interprètes Et De Relations Internationales, 1St Year: Master Of Translation And Interpretation

http://www.fondazionemilano.eu

Bachelor'S Degree, Languages And Business

https://www.brookes.ac.uk

High School

Education record