Jean-Yves Pouvreau Email & Phone Number

Munich, Bavaria, Germany

I have always been passionate about education and very much enjoy spending time with children. After 30 years working in the IT industry, I have decided to challenge myself with a gab year working as a teacher.

Munich, Bavaria, Germany

Lead the Professional Services and Customer Support Team for the SHS Viveon´s RiskSuite software. Planned team resources depending on customers´ timelines and priorities on a weekly basis. Forecasted PS and CS revenues on a monthly basis. Coordinated with sales to generate effort and costs estimates in RFP processes as well as for existing customer change requests. Recruited and developed the Professional Services and Customer Support team with full people management responsibility. Acted as Project Management for top customers´ projects.Achievements :Introduced a structured internal training and knowledge management thereby considerably increasing the billable rates of new colleagues.Collaborated with sales to act as one face to the customer improving forecast effectivity, delivery scheduling and fostering a high customer loyalty.Significantly involved in the implementation of JIRA / Confluence / Sharepoint portals as corporate wiki, file archive, issue and project tracking systems resulting in increased business transparency.Initiated and participated in a cross-functional technical committee to optimize internal response to critical customer issues boosting resolution times.

Munich Area, Germany

Lead the support organization providing 24/7 support services in three languages (German, English, French) for all Brainloop products for its worldwide based customers. Recruited and developed the1st and 2nd level support teams with full people management responsibility. Fostered strong client ties with top customers. Gathered and prioritized customer issues and requirements in order of business importance. Managed customer escalations on a daily basis. Negotiated contract with 3rd parties. Provided strategic directions for the product roadmap.Achievements : Significantly improved the customer support experience, achieving a very high yearly average NPS score of over 70%. „Brainloop is currently the best service I get via a hotline! Friendly, fast, competent and uncomplicated! Many thanks to the staff!". Improved team's organization and knowledge management which considerably boosted defined KPIs as well as increased the team's happiness (with a high employee retention).In year 2015 I was named Manager of the Year (internal award).In December 2019 I received a Values Award for demonstrating a commitment for living Brainloop´s values : Honesty and integrity, Knowledge and Community : „Jean-Yves is a great people manager. He is professional, reliable, integral, and most of all, enjoyable to work with. Jean-Yves genuinely cares about his employees, colleagues, and for our customers. Brainloop would not be Brainloop without Jean-Yves!“Collaborated with sales to act as one face to the customer fostering a high customer loyalty and constant customer retention rate over achievement.Intensively contributed to the documentation of our Data Processing Agreement (including the deletion concept of personal user data and its qualification as controller or processor) in order to achieve compliance with the GDPR regulation. Participated in the cross-functional certification committee to prepare and successfully meet the ISO and DCSO CVA certification standards.

Munich, Bavaria, Germany

Managed the global support organization (with employees in Germany, the USA and India) for both Versant and FastObjects Database products. Participated actively in Versant's executive committee. Developed support policies and processes. Created support statistics and coordinated bug-fixes with development management.Achievements : Managed, within agreed time frame, the migration of an in-house call tracking system to Salesforce Service Cloud, resulting in increased transparency and a drastically improving the efficiency in customer requests tracking.Launched of a developer community providing a place for software developers to quickly learn about new product features improving their speed of adoption.

Munich, Bavaria, Germany

Designed and developed architectures for software applications based on the FastObjects (NoSQL Database) API. Built close relationships with customers´ technical teams. Developed requirement documentations to meet clients´ expectations. Provided feedback for the product roadmap.

London, England, United Kingdom

Assisted prospects during their evaluation of FastObjects (EMEA region without DACH). Implemented proof of concepts. Discussed with customers alternatives and up-selling. Provided Training and Consultancy.

London, England, United Kingdom

Responsible for the quality of Constellar´s software. Built up a QA team from 2 to 11. Mentored and trained new staff. Developed and implemented a complete QA workflow. Monitored and reported on quality improvement targets to senior management.

Hamburg, Germany

Unit-tested kernel modules. Coded (C++) a new framework for test reporting and automation. Identified and analysed performance bottlenecks.

Engineering Degree In Computing Science

Erasmus Exchange Year (Bachelor Of Applied Science - Basc), Computing Science