Main responsibilities:- Engaged in the legal, administrative, IT, recruitement, billing, partnership, external funding and budget discussions. IT Manager: manage IT infrastructure with GoogleWorkspace . Operations Manager: Operationalization of the organization into operations and projectsSuccess: - Secure 15% of the budget with partners- Increase the buget by 25%

Core tasks:- Strength relationships with customers through regular online (with Zoom) or on-site business reviews and suggestions for improvements. Increase overall account satisfaction from Neutral to Good - Analyze customer's usage of the product (or Healthcheck) with Looker, discuss and offer solutions to their challenges- Negotiate, create quotes and renew contracts (with SalesForce & DocuSign), discover upgrades and expansions, and follow-up payment issues- On-board new clients (with Salesforce) and travel to meet existing customers- Demonstrate the value of the product through business-specific presentations (with G-Suite), and personalized technical advice in collaboration with Customer Success Engineer. Reduce churn by 14% - Report and archive with Salesforce discussions with clients; follow-up Support (with ZenDesk and Jira) and Product (ProductBoards) requests and coordinate with the relevant team until resolutionExtra-Value:- Create a success plan (Discovery, Product Update, Market Place, Enterprise Collaboration Planning) with G-Suite; build and share product-oriented presentations with the team. Improve business by 12%- Send quarterly multi-lingual and persona-centred newsletters with OutReach to increase engagement at all levels: Improve response rate by 17%- Represent Mattermost during events (Kubecon, Websummit) - Interview, write and confirm Use Cases published for the website (RTE)- Create internal and external Playbooks, but also data-sheet (with G-Suite) and video (Wondershare) for the BDR and the Sales team- Influence business decisions: Update of mattermost.com/support; MS Teams interoperability (ZoomInfo); true-up process; choice of CSM's application - Christmas swag

Front line support agent for B2B, B2C and E-Commerce: Sony PlayStation, Expondo and UNU Motors

Lead, Develop and Manage remotely the Support of a CRM solution (Saas and On-Premise) for the European market in a B2B environmentAchievements:- Develop a team of Customer Success Managers for ACRM managing 27 high revenue accounts for more than $10 million (Technical, Customer and Business Success)- Reduce workforce costs from $182.000 per quarter to $104.000 through training improvement and team development while driving NPS performance from 40 to 86- Improve the Case Deflection of our Knowledge-Centered Support from 15% to 60%, through constant production and publication of Knowledge Base Articles (+600 articles in 2 years)- Representative of Support at the Customer Advisory Boards and Aurea Experience- Create, automate and share reports to inform the Leadership team in real time- Awarded "Great Manager" 2019 and provide small video (https://youtu.be/rNuA_aYf6_4)Project Management:- Create Business Offer regarding GDPR compliance and the application in coordination with CSM and Professional Services- Improve Product Training and Develop Support Engineer to Maintenance Engineer.- Lead Cost Reduction project through Financial and Scheduled report- Drive Productivity Program of Crossover through Product Training, Knowledge-Centered Support and Technical Development (enable Engineering knowledge for potential transfer)Responsibilities:- Annual Recurring Revenue: 25 Millions $.- Manage directly 10 Support Engineers (L1 to L3) + 2 Customer Success Managers, from different countries (Portugal, Romania, Tunisia, India, El-Salavador)- Point of Contact for high value customers in direct relation with Sales, VP Support Management and Business Managers.- Coordinate Operational Meeting between with Professional Services, Maintenance and Customer Success Management.

Lead and manage remotely a team of Software Engineers L1/L2 to support applications specialized Enterprise Resource Planing and Retail in a B2B environmentAchievements:- Re-established trust from the customers of the Support by increase the NPS from -10 to more than 30. - Grow the team from 10 to 15 agents. Organize training and development- Reduce the time to resolution from weeks to days through shared responsibilities and ownership of the casesProject Management:- Lead the training creation and plan the improvement of the team products knowledge- Bi-monthly coaching session regarding process and languageResponsibilities:- Annual Recurring Revenue: 13 Millions $- Manage directly 15 Support Engineers (L1 and L2) from different countries (France, Algeria, Moroco, Tunisia, Romania, Hungary)

Coordinator between services to resolve user issue (Technical, Partners, Orders...)Customer Support for Licensing questionCreate internal videos regarding Culture of Veritas and ACE Tasks

In a process oriented environment, authenticate companies requesting SSL Security Certificates for websites for any market (UK, US, France, India...). Verify legal and physical existence of companies. Confirm ownership of Domain Name through WHOIS Reports. Use phone, chat and emails. Write a formatted rapport for Audit team.

Team Leader substitute during the trainings of the new TL (4 TL in 6 months) organizing a team of 20 agents speaking 30 languages:. Provide daily, weekly and monthly results, explanations and solutions/optimizations for the Management.. Update and Optimize internal documents for team organization (e.g: schedule, results, information).. Organize meetings: Quality, 1-2-1 and trainings for new agents.. Team building: monthly breakfast, team night event and birthday.. Develop agents (Technical POC, Quality Analyst) and coach Best Practices to improve results.Train new agents for specific policies.. Participate to the recruitment with Team Leader and HR. Provide Personal Improvement Plan in conjunction with Management.Back-up for Dutch, Italian and German markets, work on AdeXchange (AdX/Wunderin).

Verify compliance of creatives and web sites with Google Policies and French Regulations, to protect Google from legal risk within its advertising network. Work on 2 products: Sensitive and Adx.KPI: Respect Turn-Around-Time treatment within 24h and 98-100% Quality. . Sensitive ads are all creatives with legal risks (e.g: Alcohol, Prescription Drugs or Weapons...) according to the local regulations.. Weekly meeting with Google Project Manager about results and improvements.- Trained on product Landing Page Quality to provide direct support to the Googlers.- Work 20% time on Adx/Wunderbin, another advertising product of Google.

Customer representative for Large Customer Sale, then Small and Medium Business teams to prepare the update of Adwords, the Google advertising system based on keywords. Key feature was that creatives are now visible on all devices: Personal Computers, Tablets, Cellphones.. Contact account managers to update AdWords through telephone and emails.. Provide explanations about the update and evaluate the impact on their business.

Customer support and service for the Nexus, tablet and cellphone of Google.. Troubleshooting on telephone and emails to resolve issues with hardware, shipping and billing.. Correction of French the canned responses; quality control and point of contact for new agents.

French Customer Support and Service for the Xbox console of Microsoft. Troubleshooting on telephone hardware, software and billing to resolve the issue.KPI: 80% of customer "Very Satisfied", average 15 minutes per call. More than 90% of the customers were "Very Satisfied".. Informal Coach for quality and productivity improvement.. Creation of internal documentation for special case. . Creation of a team newsletter to improve communication within the team.