Robin Fraudeau Email & Phone Number

Paris, Fr

Paris, Fr

- Leading three territories - Italy, Iberia and MENAT (Middle East, North Africa & Turkey) - focused on customer retention and expansion strategies- Working with a high performing Customer Success team to innovate the ways of working within the world of SaaS Success- Driven by making customers widely successful in adopting our tool as well as achieving continuously high ROI

Paris, Fr

Paris, Fr

RETENTION & GROWTH• Lead a team of 5 passionate Customer Success Managers responsible to drive solution adoption and client success, covering Nordics, France & Italy• 100 Key accounts across various industries (Luxury, Travel, Retail, Insurance, Energy, Telecom) with a total ARR of 10M€Results :• Overall retention of 95% 2019• Upsell & Xsell of +600K€ in Q4 2019MANAGEMENT• Interview, recruit and onboard 6 Customer Success Manager• Day to day follow-up with team members using Gainsight, Salesforce & DataStudio• Hold weekly meeting for sharing company strategies updates, retention forecast and best practices• Participate in Kick-off, QBRs and Renewal meeting and Sales negotiation to support Client success with High touch approachPARTNERSHIP• Position Contentsquare & develop trustful relationships with business partner for both New business & retention (PwC, Publicis Sapient, Usabilla, Kameleoon…)• Create common strategies with Partners to deliver added value to mutual clients

Paris, Fr

Managing and growing a +1M€ portfolio in various industries (Luxury, Travel, Banking, Retail & Energy)Key objectives : • Customer satisfaction and ROI demonstration• Product adoption• Contract renewal / upsellACCOUNT MANAGEMENT• Weekly call/report/visits with customers' key contacts/sponsors• Understand and assess customer requirements - problem solving attitude• Lead Kickoff meetings with customers to outline expectations and communication rythms• Drive Quarterly Business Review (QBR) with customers' C-level• Identifiy and grow opportunities in the client's organizationTrusted advisor / Data & UX Expert• Lead co-production workshops with insights and recommandations as outputs• Contribute to customer's digital strategy and AB Test Roadmap• Configure and analyse client data on ContentSquare's solution & present audit results• Review customers' analysis and help them go further• Participate in pre-sales positioning of Customer Success deliverablesINTERNAL OPERATIONS• Build process to lead customers autonomy with a scalable approach• Content creation (template/presentation) to the use of both customers and Customer Success Managers• Planning management & coordination of internal services ressources (technical, UX, UI, Data analysts, Business intelligence)• Be the client's advocate and give feedback to the Product team on how to improve our softwareTools : Salesforce / Zendesk / Teamwork / Microsoft Suite / Google Suite / Adobe Analytics / Google Analytics / Slack / Trello / Confluence

Paris, Fr

ACCOUNT MANAGEMENT• Developing trust and nurture good relationship with clients by anticipating needs, providing quality service and expertise on e-commerce and UX issues.• Training teams to use ContentSquare’s UX analytics platform.• Maintaining commercial pressure to optimize cross-sell and up-sell.• Building and optimizing processes and providing management with accurate reporting on portfolio’s life.Portfolio : Orange, Pierre&Vacances, Groupama, Swatch, PMU, VolcomDIGITAL PROJECT MANAGEMENT• Managing project implementation and ensuring smooth roll out in collaboration with Integration and Configuration teams.• Working hand in hand with the product team to provide feedback and recommendations to continuously improve the software.• Coordinating data analysts and designers to deliver the best service and recommendations to clients.ANALYSIS & DELIVERY• Analyzing website users’ behavioral data to provide UX and UI recommendations and test them with AB testing. • Leading coproduction workshop with clients, analyzing on demand problematics.

IMPROVEMENT OF WEB SERVICES• Product ownership of technical project using SCRUM methodology• Competitive intelligence and market research on targeted industries• Negotiations with international partners, set up of partnership and contract signings• Follow up and management of the implementation of improvements (design, developer team, integration)MONITORING PROCESS SET UP• Strategic thinking on performance indicators to highlight• Technical specs for developers• Daily and weekly monitoring of results, strategic decision making process

E-BUSINESS SET UP & CONTINUOUS IMPROVEMENT• Creation of the costumer relationship, marketing analysis and financial process• Design websites’ drafts (overview, costumer experience, promotional offers) • Connection between shareholders, technical staff and third-party providersDEVELOPMENT STRATEGY OPTIMIZATION• Creation of marketing and communication campaigns via Adwords and Adsense • Improvement the conversion paths and the traffic acquisition• Creation of internal process tools to the use of new employee

Armonk, New York, Ny, Us

COMMUNICATION & INTERNAL• Participated in internal Newsletter, optimisation of visibility of different internal entities, promoted the internal Social network (Connections)• Set up communication campaigns, created flyers and teasing videos, dealt with Social Media Platforms• Advised business manager in digital processing and collaboration solutionsEVENT MANAGEMENT• Managed and followed up the Social Business campaign (200 participants, 5 days)• Led the IBM France Power Point presentation, to be used by the commercial teams to answer tenders.

Paris, Fr

Took part in the organisation of the Challenge Ecricome (500 sports players, 2000 supporters) which took place from the 30th of March to the 1st of April 2013.EVENING DIVISION- Organisation of two unifying parties (without alcohol)- Prospection, dressing rooms, security, bar, entertainment, decoration, show imposed (pompom / talents), partner search- The Evening Division remained mobilized throughout the organization (school relationship, communication, sponsorship, sports organization, volunteers) and during the event.

New York, Us

CUSTOMER RELATIONSHIP• Welcoming customers• Consulting and personalized advices• Sales closing and CRMSHOP MANAGEMENT• Visual Merchandising• Replenishment• Merchandise management and inventory

Event organizer :- In charge of the Ending Party (900 persons, buses and room booking, dealing with the stakholders)Budget Management of 40 000€ (taken strategic decisions about budget in accordance with the treasurer)Managed 35 persons :- Coordinator of Evening, Communication, and Multimedia poles (meetings, team working, coordinating for the events)- Digital communication (Social Network, website, flyers)

Master Of Science Aacsb, Amba, Equis Accredited, Major Marketing, Communication Et Business Development

Education record