Development & Implementation of Customer Experience company strategy and objectives. Manage operational tasks and provide high level of customer support. Implementation of new systems and processes

Development & Implementation of Customer Experience company strategy and objectives. Manage operational tasks and provide high level of customer support. Implementation of new systems and processes

Initiation and training in Business Digital Transformation. Immersive learning and professional experience designed to:Develop business skillsMaster digital and Artificial Intelligence toolsDevelop AGILE methodsStrengthen human skillsVision and strategy for digitisationChange management and continuous evolution

Manage International Client Services and Sales operations within a medical technology companyPeople management (10)Manage all stakeholder interactions and relationships (end customers, distributors and internal, such as: Sales, Logistics, Regulatory, Finance) in order to offer a variety of pre- and post-sales services.Main achievements: - Standardized global work process for more efficiency and faster Sales support- Implemented knowledge base tool across Neuchâtel Customer Service

Manage Client Services and provide a superior level of support (including pre-orders, order entry and post-order support), value-added services (subscriptions, consulting, others), and renewal of subscriptions. Select, train, develop, and lead a team and team leaders in operational tasks, both onsite and remote. Stakeholder interactions and relationships management (Distribution Channel Partners, Major Accounts, Strategic accounts and various internal functions, sales, legal, finance and tax, ...). Manage Mergers & Acquisition operational integration. Development and implementation of the company strategies and objectives. Implementation of new systems and processes (Siebel, SFDC, SAP) and implementation of automation tools (EDI, Web Services, Digital Delivery)• Manage up to 12 specialized agents and 2 team leads, onsite and remote. Employee Engagement (+93%) and Manager Effectiveness (+92%). Supporting employee in their IDP.• Successfully closed 30+ quarters, managing Major & Strategic accounts order entry and support and activities.• Effective operational management of major EMEA distribution partner, making up 80% of the EMEA revenue. Responsible for developing and maintaining operational fluency & quality. Driving self-service activities up to 85%.• Operational integration of 23 M&A companies. Ensuring processes and company standards are met, setting direction for data migration scripts.• Successfully led the implementation of Global Web Services and roll-out across 28 B2B entities in EMEA.• Implementation of KCS Standards.• Set-up apprentice program and developed 2 apprentices 2012-2015, 2 apprentices 2015-1028.• Director’s choice Award (2011), granted for exceptional efforts and dedication to EMEA Business Center.• Manager of the year 2015, granted for business operations management, project roll-out and employee engagement results.

Manage client services and operational tasks. Select, train and develop employees. Contribution to the development and implementation of company strategies, goals and objectives. Identify business contacts and find ways to streamline or eliminate them. System root cause analysis, documentation and escalation of significant or complex issues. Participate in corporate new programs implementation, providing operational expertise and liaise between the various stakeholders.

My role as Subscription Operation Analyst is to identify all incoming "contacts" for the Global Business Center and to define opportunities to either simplify and adapt procedures or reduce and eliminate contacts. The goal is to reduce operational costs for customers, partners and Autodesk. The main tasks and responsibilities are: Problem root cause analysis impacting our subscription program, document and escalate, major and complicated problems, to the IT department. Develop operational queries in anticipation of change and projects. Participate in discussions to define implementation processes. Collaborate and provide operational expertise to the various actors to ensure the success of projects and the implementation of changes.

Manage client services and operational tasks. Select, train and develop employees. Manage stakeholder interactions and relationships (channel partners and various internal functions at Autodesk, sales department, finance and tax department, etc.) to provide a variety of pre- and post-sales services, for Autodesk Emerging Market sector.Contribution to the development and implementation of company strategies, goals and objectives.• Increased self-service, by having our partners learning and using our online tools, up to 80%• People development, 3 team members could move into different positions across Autodesk, such as: Finance CFS, Sales Operations, Director assistant

Manage the outsource partner for Registrations & Activations of our products and train the partner's staff. Daily support ensuring an appropriate balance between performance and quality of services. Definition and implementation of Service Level Agreements expected from the outsource partner, ensured execution and objectives achievement.• Managed first vendor and onboarded and new vendor, taking over the R&A activities. Training and daily support of 30 persons• Created training material, trained Client Services staff (20-30) on new systems and applications (Siebel, SAP upgrades, …) • Liaison between IT and business, providing expertise for system issue and problem solving

Various position, including Team Leader