Mélody S. Email & Phone Number

Toulouse, Fr

🔹 Mission :Chez Weloop, nous révolutionnons l’expérience utilisateur en plaçant l’intelligence collective et la collaboration au cœur des projets. En tant que Customer Success Manager, mon rôle est de garantir que chaque client puisse exploiter pleinement le potentiel de notre outil afin d’atteindre ses objectifs. Je m’assure de leur succès à long terme en les accompagnant de manière proactive tout au long de leur parcours avec nous, de l’implémentation à l’optimisation continue.🔹 Responsabilités :- Bras droit de la CEO- Migration Weloop V1 vers Weloop V2 : migration des données, sessions de démos et de formation à la nouvelle version - Animation de la phase d’onboarding des clients sur la plateforme et s’assurer de la bonne adoption du produit- Transmission des bonnes pratiques d’utilisation- Accompagnement des clients au quotidien pour atteindre leurs objectifs- Garantie de la satisfaction des clients par un suivi régulier et un accompagnement sur mesure. - Identification des opportunités d’upsell et cross-sell- Coordination en interne des retours clients pour assurer l'amélioration continue du Produit- Refonte de la stratégie customer success : mise en place de nouveaux process, optimisation de nos outils et supports en interne, création d'un nouveau plan d'accompagnement, rédaction des supports clients (user guide, use cases, vidéos tutos etc)- Refonte complète de la FAQ - Refonte de la stratégie de communication externe et digitale - Création de supports de communication : rédaction d'articles pour notre blog, création de notre newsletter, animation du compte LinkedIn

Paris, France

• Management of a portfolio of 250 clients: key accounts and high-level executives• Help in understanding the umbrella-company system and the status of freelancers• Support for the HR and administrative aspects of freelance administration: contractualization, social security and working time declarations, absences, wages management, financial management, sick leave, etc.• Training in the use of the SAAS platform: weekly demos and live explanations.• Individual assistance in configuring personal space on the platform according to needs• Answering customer queries on the various platforms (chat, e-mails, visios, calls, etc.)• Identify risks (ex : churn) and opportunities (ex : up-sell, cross-sell...) and implement actions accordingly• Act as the voice of the customer, passing on feedback to the various teams for continuous improvement of the solution and adaptation of the roadmap• Organize regular meetings to monitor the adaptation of the solution by customers• Project management for continuous process improvement• Creation of personalized follow-up and a privileged relationship with each of my customers• Defusing disputes, removing doubts and fears, and responding to objections• Regular FAQ updates and article creation• Monitoring of KPIs and implementation of corrective actions as required• Competitive intelligence to adjust offer to demand• Sales development with corporate customers: presentation of offers, negotiation, contractualization• Close collaboration with other departments to solve problems together and improve processes

Bordeaux, France

• Discovery of the umbrella company system: learn about the different statuses, rules, legislation and employment law.• Management of a portfolio of 120 clients• Support for the HR and administrative aspects of freelance administration: contractualization, social security and working time declarations, absences, wages management, financial management, sick leave, etc.• Sales management and development: Approach prospects following requests for information, presentation of the offer and the platform, simulations, advice, prospect follow-up, follow-ups, contractualization.• Onboarding of new customers and follow-up throughout their time with Ventoris.• Helping new customers understand how to use the SaaS platform.• Answering customer queries via telephone, video or e-mail.• Escalate tickets to other departments in the organization for corrections and additional answers• Redirect incoming requests to the right contacts• Manage and recurrently update customer accounts in ERP (SalesForce)• Create a personalized follow-up and a privileged relationship with each of my customers• Defuse disputes, remove doubts and fears, and respond to objections• Be the voice of the customer, passing on feedback to the various teams for continuous improvement of the solution.• Proactive actions to maximize customer satisfaction and loyalty (recurring appointments, offers, upsells, etc.).

Marseille, France

2-year sandwich course : Professional Master Degree1st year of sandwich course : - Complete organisation, over more than 8 months, of the company's 60th anniversary and the communication operations surrounding this event - Complete overhaul of the website (content in French and English) - Implementation of a new internal newsletter (content in French and English) - Animation of communication screens - Overhaul of the graphic charter - Updating of communication media (brochures) - Creation of video animations - Creation and drafting of communication media - Competitive intelligence and benchmarks - Complete creation of a new communication strategy (internal and external): content writing, creation of communication tools and media, coordination of external service providers for photo shoots (photographers, videographers, printers, etc.)2nd year of sandwich course :- Crisis communication plan (COVID-19)- Management of the Group's internal and external communications- Organisation of events- Implementation of a digital communications strategy - Creation of a brochure and video content for the launch of a new activity - Managing and feeding professional social networks- Organising trade shows- Getting to grips with and using digital tools (Adobe Suite)- Referencing, managing and monitoring partnerships, benchmarks, market research, competitive intelligenceDaily use of English as part of my duties

Marseille, France

- Point of communication between the manager and employees- Organisation of events and training for employees- Support for the human resources department- Organisation and management of general meetings - Managing and coordinating work schedules - Organising professional seminars- Management of business travel- Management of communications (website, emails, intranet, newsletter)- Management of the company's internal procedures- Formatting meeting minutes - Preparing presentations- Search for service providers- Organisation of meetings- Administrative managementDaily use of English as part of my duties

Marseille, France

- Enrolment and funding applications- Organising the start of the academic year for students - Reporting on actions taken - Promotion of the course catalogue to French and international students - Promotion of university exchange programmes to students - Integration of international students - Telephone and physical reception of French and international students- Management of enrolments / checking of documents provided (guarantee certificate, diploma requirements, social security, etc.)- Management of enrolment files - Telephone reminders- Funding applications for tuition fees- Participation in the start of the academic year for students (French and international)- Keeping statistics / using Excel- Qualification of enrolment files in internal integration and schooling software

Marseille, France

1-year Sandwich course : Professional Bachelor / Licence Degree in Human Resources- Participating in monthly payroll- Drawing up employment contracts - Follow-up of attendance reports - Reporting to social security bodies - Creation and monitoring of sickness and insurance files- Organising staff arrivals, absences and departures - Administrative management

Marseille, France

1-year Sandwich course : Professional Bachelor / Licence Degree in Human Resources- Management of monitoring dashboards- Putting companies and temps in touch with each other- Welcoming, introducing and recruiting temporary staff- Prospecting for new clients - Compiling application files- Informing and advising temporary workers on the job, working conditions and rules to be followed in the company where the assignment is to be carried out- Monitoring temporary workers' assignments- Administrative management of temporary workers' files (contracts, medical examinations, time recording, invoicing, URSSAF declarations, etc.)- Administrative and secretarial tasks for the agency (filing mail, supplies, etc.)

Marseille, France

- Shop inauguration- Shelf setting- Merchandising - Customer assistance - Cashing operations - Managing the checkout team - Dispute management

Marseille, France

2nd year sandwich course : Brevet Federal (BTS) Management of Sales Units - Manage the entire sales process: reception, support and advice, offering substitute/additional products, services, building customer loyalty, closing the sale and collecting the cash.- Optimising the sales area by ensuring product presence and merchandising- Contributing to the success of sales operations in the shop- Manage and optimise stock supply (labelling, anti-theft devices, product availability, storage)- Maintain the image and excellence of the Printemps brand

Marseille, France

1st year sandwich course : Brevet Federal (BTS) Business Unit Management- Cash collection operations - Reception management - Financing file management

Master 2, Strategy And Business Development Manager (Major : Digital Stratey), Diploma Obtained With First Class Honours

1-year Sandwich Course Digital creativity Web communication strategy Management of e-marketing action plans Community management.

Master 1, Management And Business Strategy (Major : Marketing And Communication), Obtained

1-year Sandwich Course Marketing and business development Innovation marketing, brand strategy and management Managing sales initiatives.

Professional Bachelor Degree In "Human Resources Management", Obtained, With Distinction

1-year sandwich course Recruitment HR management Staff Management, job descriptions, skills repository, appraisal systems, careers.

Brevet Federal (Bts) Business Unit Management

2-year sandwich course General culture and expression English General economics Business economics Law Management of commercial units.

High School Diploma In Letters And Languages (Baccalauréat), English And Literature, Obtenu, Mention Bien