Olivier Innocent Email & Phone Number

I specialize in structuring and optimizing Account Management teams. My expertise covers key areas:Team Leadership and Structuration- Orchestrating the development of the Account Management team (from 1 to 5 team members), overseeing the full lifecycle from recruitment to tools/process implementation.- Leading the construction of a comprehensive internal and external knowledge base, enhancing team efficiency and client satisfaction.Process Excellence- Defining and managing streamlined processes for customer onboarding, management, and governance.- Establishing robust customer governance processes, ensuring a seamless and effective customer journey.Collaborative Solution Development- Co-constructing solutions with the product team, actively contributing to pain point elimination and defining new features that align with customer needs.Daily Operational Management - Leading pre-sales activities to align client expectations with our solutions.- Facilitating the smooth onboarding of new customers, ensuring a positive first experience.- Spearheading projects aimed at optimizing the performance of existing customers.Project Management Expertise- Demonstrating proficiency in project management, overseeing tasks and timelines to achieve optimal outcomes.

Cologne Area, Germany

Management of a 15+ CSM and Account Managers team, with 7 nationalities, located in 4 different countries, responsible for France, Spain and United Kingdom markets, from customer onboarding to contract renewal and expansion. Responsibilities- Lead best-in-class Customer Success Team: Recruit, train and mentor high-performing individuals- Define and execute an end-to-end strategy to achieve (churn reduction), annual renewal and expansion targets- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores- Define and Optimize Customer Lifecycle : Map customer journey, develop listening points in journey (e.g., usage, satisfaction, etc.), standardize interventions for each point in journey, define segmentation of customer base and varying strategies- Inspire Customer Success Across Company: Act as an internal ambassador for the success of existing customers & align with cross-functional counterparts in management, sales, product management and consumer servicesAchievements- Team size tripled & individual efficiency improved (customer onboarding time cut in half)- Retention increased by 10%- Expansion (in EUR) multiplied by 10- NPS improved by 20%- Time to market cut in half

Paris Area, France

Category/Vendor Management : - Analyze data or insights to determine industry and consumer trends- Devise long-term development strategies for product categories- Foster trust relationships with vendors to achieve better pricing and quality of services (availability of products and reduced delivery times)- Determine the positioning of a product category to maximize visibility- Determine competitive pricing and promotional activities of a product category- Cooperate closely with supply specialists to fine-tune forecasts for product demand to ensure the sustainability of inventory- Assume responsibility of budget development and revenue for categoryProduct development for Amazon exclusive brands-Development of product ranges-Define product positioning (Pricing & marketing)-Select suppliers and negotiate conditions

Paris Area, France

Business development :- Construction of an industry specific commercial and technical offer in order to develop the Procurement BU activity- Definition and redaction of several commercial proposals following customers RFPs (various industries and topics)- Preparation and animation of oral commercial defensesProcurement optimization :- Process optimization : Analysis, optimization proposal & implementation, Big Data solutions Implementation- Cost reduction: Benchmark, identification and ranking of potential improvement, implementation, support- Supplier management: Workshop organization & animation, definition of requirements in line with customer needs, market benchmark, construction of analysis matrixTraining activities :- Training of internal consultants to procurement related topics- Construction of training material for customers

Paris Area, France

Outsourcing / Managed Services Projects for Orange (Myanmar, Togo, AMEA) :- Commercial Negotiation : Lead on country and cross country RFPs- Contract Negotiation: Frame Contract and local implementation contracts - Benchmarking and Market Survey, Stakeholder ManagementOPEX contracts (Hardware and Software Maintenance) for Radio Access Network (GWM, UMTS, LTE) and Core technologies (HLR, MSC, IMS) for Europe, Africa and Middle East Affiliates :- Commercial Negotiation : Lead during country RFP (2 digit saving percentage)- Contract Negotiation and affiliates (Orange and DT) supportSpare Parts Management :- Pan European Project for Deutsche Telekom (RFI & RFP lead)- Responsible for Orange Corporate Contracts

Paris Area, France

Degremont (utilities): Water treatmen plant in Bangladesh (Piping, valves, etc.)- 15% savings on average (40 cases managed)- Full process management (from RFQ to order and shipping)PSA Peugeot- Citroën: CAPEX (automation and construction)- 20% savings on average on automation equipment- 10% savings on average on retail construction

Toulouse Area, France

Supplier Relationship Management:- Contract negotiation- 15% savings on average on configuration management- Enhance commercial & billing process between Airbus and its major suppliers- Risk Mitigation : Secure critical work-packages supply- Update of obsolete contractsMapping project:- Define should price per product families based on financial & technical analysis- Identify non competitive work-packages and recommend action plan - Low cost countries benchmark

Paris Area, France

Management of Marketing material purchasing (Printings, POS material, Goodies):• 25% savings and definition of the global printing & goodies sourcing policyBenchmarking and selection of Web Agencies, • 40% savingsProcess management (e-supply integration and follow-up)• SAP Harmonisation

Sydney, Australia

- Sales of advertising space in the guide- Content redaction

Toulouse Area, France

- Analysis of competition's supply chain- Definition of production costs- Identification of risks and bottlenecks- Creation of the Business Intelligence Wiki

Toulouse Area, France

Student Contract (Part Time) at Orange Store- Internet / Landline / Mobile services sales: Understanding customer needs and orienting them towards the most appropriate solution- Customer services: Complaint management and problem solving- POS Marketing: Implementation of Orange Marketing Material

Derby, United Kingdom

- Creation of innovative communication material for IoT solutions- Organization of the company attendance to the Farnborough Airshow

Toulouse Area, France

- Portfolio Analysis (cost structure, suppliers allocation share)- Identification of cost optimisation opportunities

Master'S Degree, Purchasing, Strategy, Marketing, Controlling, Finance

Activities and Societies: Sport Association General secretary, Football coach

Master'S Degree, International Business

Dut Techniques De Commercialisation, Business/Commerce, General

Baccalauréat Es, Economics

BAC ES, option Economie