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.

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

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

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.

• 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

• 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

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.

New York, US

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

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).

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

Education record