International customer-oriented professional with 10 years of experience at the intersection of Customer Experience, Support, Community, Marketing, and Communication.
Working with Technology companies to acquire new customers, nurture & educate existing ones, and help them maximise the way they use a company’s product.
Clients include Hardware & SaaS Startups (based in France, USA, China...) as well as Agencies and Brands looking for a global social media expertise.
In my spare time, you can find me recording Vlogs, Podcasts, or Music Mixes.
Projects credited in
- Digital Digest
Work history
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Customer Success, Partnerships, and CommunityAC Momento
- Paris, FranceFull Time
Founding employee at AC Momento. Since starting my role, I've been working across 3 main areas:
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- Customer Support (B2C):
Planning our customer support strategy & KPIs, and being the lead support agent.
Supporting writing & publishing Help Center articles to educate our customers, managing support tickets and responding to our customers on the Help Desk, escalation of bugs and collaboration with the Product & Engineering teams via bug tracking management system.
In 3 months, I was able to improve our
· First reply time (median): 12 hours (-70% over the past quarter)
· First resolution time (median): 85 hours (-48%)
· Full resolution time (median): 115 hours (-28.6%)
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- Senior Account Manager (B2B / Customer Success):
Building key relationships with our teams & club partners. As the dedicated point of contact, I am running the day-to-day activities, preparing matchday activations together, and orchestrating the collaborations with our Marketing, Product, and Logistics departments.
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- Community Building & Community Management:
Building and growing a healthy community of dedicated football fans from 0 to 800+ members.
I was charged with implementing our tools & platforms to better support our partners, customers, and community: CRM, support ticketing platform, help center, community moderation, etc.
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Customer Success ManagerSpendesk
- Paris, FranceFull Time
- In charge of defining and implementing our customer experience strategy with a portfolio of low touch customers.
- Typical customers include: C-level finance leaders (CFOs, Finance Managers) and accounting experts
- Customer management across different markets (Europe/France/UK/Germany)
- Overseeing a portfolio of 1300+ customers ($4M+ ARR)
- Grew portfolio ARR +55% in 12 months (+35% in volume)
- Decreased volume of customers at risk from 15% of portfolio to 4.2% in 12 months
- Implementing and adapting new processes as company goes through hypergrowth (from Series A, 70 FTEs to Series C, 300 FTEs in 2 years)
- Recognised Cultural Fit interviewer, helping with new hirings
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Skills
- Content Marketing
- Customer Support
- Customer Experience
- Documentation
- Customer Engagement
- Strategic Communications
- Business Startups
- Community Building
- Client Support
- Client Accounts
Education
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2:1 BA (Hons) Digital MediaUniversity of Brighton
- Brighton, United Kingdom