Mathieu L. Email & Phone Number

London Area, United Kingdom

• Develop and implement account strategies and implementation plans for renewal customers that increase revenue retention and growth.• Increase cloud revenues through improved renewal rates, inclusive of cross or upsell and potential restructures of the contract. • Maintain a close working relationship with other regional business teams such as CSPs, AEs, GADs, and other customer facing personnel in support of customers and corporate functions necessary to support all assigned accounts. • Deal management and commercial negotiation of the entire opportunity life cycle for renewals by providing end-to-end renewal execution support; maintain knowledge of commercial negotiation, renewal execution, support on transactional steps related to renewals and replacements.• Provide renewal forecasting support by accurately evaluating renewals 12 months in advance of expiration date; clean up data inconsistencies and ensure accurate values and contract dates and maintain through their life cycle• Act as an intermediary for Deals Desk, Legal, GTM and other internal SAP Support teams for those accounts within their portfolio. Able to Liaise with various approval steps including rev rec, finance, office of CFO, legal, etc. • Manage new account assignment into portfolio

East Bedfont, Greater London, United Kingdom

• Manage a rolling quarterly portfolio of approximately 25-35 renewals.• Meet and exceed renewal revenue and any other identified profitability goals for assigned account portfolio.• Negotiate GTC's where applicable.• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned CEE and Account Executives) and accurate forecasting of the renewal and growth opportunities.• Deal Management and commercial negotiation of the entire opportunity (from open to close) for renewals.• Maintain a close working relationship with different LoB stakeholders which include but not limited to Customer Engagement Executives, Account executives, Finance, Legal, and Operations.• Prepare proposals by verifying previous contract terms and conditions. Negotiate and develop renewal agreements based upon rate calculations by leveraging consumer price index while staying revenue recognition compliant.• Working and managing through different internal and External software systems on a daily basis. (i.e. SAP CRM, MS Office, Smartsheet, etc...)

Reading, United Kingdom

• Analyse and prepare renewal quotes ensuring they are sent to customers within the timeline set in the guideline• Receive, review and process incoming POs and payments• Promote & sell the value of continuing our support programs to customers• Up-sell opportunities where appropriate• Contact and follow-up with customers, partners and resellers to ensure timely maintenance renewal• Running reports in internal databases to establish when customers' maintenance is due to expire• Communicate with customers over the phone and by email in French and English• Managing and maintaining excellent relationship with Key French customer accounts • Calculating renewals fees and negotiating with customers and partners • Diligently follow up with customers and internal teams to renew the customer’s support contract prior to expiration• Providing regular reports on progress to management• Keep current with all product information, pricing and contract terms• Respond to internal or external enquiries and follow-up with customers (primarily by phone)• Develop business relationships with Account Executives and other internal stakeholder• Manage customer requests for contract merges and transfers• Attend product specific, and Renewal Specialist related training• Discuss and explain contractual obligations to customers, working together with Account Executives, Legal Department and Commercial team • Track contract non-renewal including reasons for cancellation• Provide and maintain accurate records and documentation on all transactions and contracts• Timely dispute resolution, including escalation as appropriate• Participate on Rota managing assignments from CSRs

Reading, United Kingdom

• First point of contact for all OpenText customers and first line support for the technical support team• Providing support to customers and partners in French and English • Open, assign and track all queries via telephone, email, website and Online Chat • Verification of product lines and monitoring customer service portals to dispatch the tickets accordingly • Efficiently answering all customer and partner inquiries that come via Online Chat• Setup customer and partner accounts in the Knowledge Center portal and the download areas ensuring that the software download and permissions mirror the maintenance contract • Guide customers and partners in the Knowledge Center and the customer online self-service portal• Assist with access and software download difficulties with the Knowledge Center and the online self-service system• Interact with finance, Order Entry and Order Fulfilment to ensure correct software orders are placed and delivered• Check license entitlement and ensure that customers are within compliance • Order license upgrades, replacements and track orders including third party license keys• Amend orders which have been incorrectly ordered by Sales Admin and Customer Service Representatives • Update license configurations so that customers and partners can generate license keys on-demand • Generate and ship selected license keys• Gain knowledge in all products areas to order correct components and modules; this includes tracking all modifications of the software• Prioritise multiple high impact issues simultaneously• Provide leadership, coaching and advice as needed to team members• Provide mentoring, guidance and training to both new starters and less experienced colleagues • Supervise and assist a team of 4• Provide ftp accounts and extensions• Provide 24/7 and Follow The Sun support including weekend cover• Write SOPs (Standard Operating Procedure)

Reading, United Kingdom

Soning On Thames

• Responsible for a smooth running during service which includes taking orders and completing sales• Manage and supervise a team of 13• Oversee training for staff and ensuring that high standards are consistently maintained • Schedule work hours for servers and activities• Taking reservation for the restaurant, hotel rooms and the conference center• Assisting with customer inquiries and problems in a polite and helpful manner• Replying to external emails concerning reservations and general inquiries about our products and services• Up sell and cross sell products and services • Greeting guests warmly to the timely delivery of food and beverage in a high standards• Keeping a good knowledge of both the restaurant and room service menu and wine content • Assisting guest/visitors in the business center and providing additional facilities such as setting up portable video conference, laptops and fax machine • Ensure that efficient and first class customer experience is delivered by staff • Cash handling all transactions • Organise, plan and prioritise tasks

Dorking

• Welcome and register guests to the hotel• Establish credit or method of payment • Check guests out of the hotel • Prepare and explain the final charges • Take reservation and assist guests with cancelling room reservations• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties • Providing information and service to guests by accurately assessing the guest needs and requests• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and other departments • Handling both external and internal incoming calls• Arranging cars and couriers for guests and visitors • Complying with hotel security, fire regulations and all health and safety legislation

Lille Area, France

• Answering phone calls and taking down reservations• Demonstrate a high level of customer service at all times• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required• Ensure guests are welcomed and prompt assistance provided when needed• Arranging cars and couriers for guests and visitors • Assist other departments, as necessary

La Bassé (France)

• Answering enquiries from shoppers • Dealing with exchange and refunds• Handling customer’s complaints• Promoting special offers and meeting targets• Keeping the store tidy and presentable• Making sure the aisles were kept clear for health and safety reasons• Helping the Kiosk and other departments when needed

Education record

Education record