Michael Deroche Email & Phone Number

Paris, Île-De-France, France

Paris Area, France

Ensure customer is successful at each steps of their product adoption lifecycle.

Puteaux

The CSM serves as a trusted advisor to customers by helping them achieve success with products and maximizing the value realized from Red Hat product subscriptions. The CSM is responsible for the onboarding, supporting, services, adoption, advocacy, retention and delivery.

Paris Area, France

Manage relationships, incidents, escalations and ensure customers are successful at all stages of their projects.Products scope : Oracle Linux and Virtualization, Oracle Database, Oracle Exadata, Oracle SOA suite, Middleware, Oracle eBusiness suite, SAAS, CRM CLOUD, Supercluster, High Availability.Account Management : . Manage a set of major accounts.. Assist customer during project phase on planning new implementations, migrations and upgrades.. Develop relationship and detect potential needs and business opportunities.. Coordinate the activities of Support, Development and technical stakeholders internally and externally. . Proactively identify potential risks and issues, drive resolution to avoid or mitigate customer impact.. Build and sustain effective communications, conference calls and reporting with all stakeholders.. Provide feedback to Product Management and Engineering regarding customers’ product needs. . Managed SAAS CRM Cloud customers (ex: Thales, Fraikin) within CRM OnDemand Support.. Participate to new team members on-boarding and hiring. Incident Management : . Manage incidents and escalations, create and drive the corrective actions needed to resolve issues.. Analyze and mitigate any risks for successful products usage and implementation.. Create and drive the corrective action plan, the communication plan and the associated reporting.. Ensure proper attention and escalations are set. Continuously work and coordinate with Customer, Support and Development towards resolution of the outstanding issues.. Communicate with all stakeholders : technical, management, executives.. Document all activities and communications according to Oracle processes.. Act as the customer advocate within Oracle forums, meetings or conference calls.. Proceed with root cause analysis when/where needed.

Paris Area, France

Manage a set of assigned SAAS CRM Cloud customers : - Manage customer experience, issues, incidents and expectations at all stage of their projects. - Build strong relationships and customer context knowledge.- Act as the customer advocate within Oracle meetings and calls.- Serve as a point of escalation for the critical issues that require urgent action. - Lead resolution of customer product issues, complaints and escalations.- Build and sustain effective communications, conference calls and reporting with all stakeholders.

Paris Area, France

Manage and resolve highly escalated and highly visible customer incidents and complaints on Oracle eBusiness Suite and Oracle Database.Coordinate the activities of Support, Engineering and technical stakeholders to resolve issues, mitigate risks, meet contract obligations and customer needs.Communicate with all stakeholders : technical, management, executives.Document all activities and communications according to Oracle processes.

Paris Area, France

Deliver technical remote and onsite support services to Oracle eBusiness customers on Ebusiness suite technology stack and manage a product support team.

Paris Area, France

Deliver technical remote and onsite support services to Oracle eBusiness customers on Ebusiness suite technology stack and manage a product support team.

Nancy Area, France

Manage the IT and the IT department of a 300 people plant.

Nancy Area, France

Develop custom business applications and administrate all servers.

Châtenois (88)

Develop custom business applications and admin scripts.

8e Groupe de ChasseursWittlich - Germany

Bts Informatique De Gestion, Analyst Programmer, Btec/Hnd : Programmer Analyst

Education record