Description

Manager de vente Retail Flagship avec plus de cinq années d'expérience. J'ai décidé il y a quatre ans de changer de cap en intégrant une start-up internationale dans le secteur de la restauration en tant que Customer Success Expert.

J’ai ensuite occupée pendant 2 ans un poste de CSM dans une start-up spécialisée dans les avantages au CSE où j’ai eu pour missions la gestion d'un portefeuille clients post vente : onboarding, suivi, upsell/cross-sell et renouvellement

Onboarding et formation + accompagnement tout au long de la durée du contrat.

Je suis passionnée par ce métier riche qui allie, problem-solving, réactivité, sens du service, ainsi que proactivité.

N'hésitez pas à faire appel à mes services !

Ségolène

Industry field of expertise

Languages

French
Native or bilingual
Dutch
Fluent

Workplace preferences

Remote only

Primarily works remotely

Kyriba
Customer Success Manager Onboarding & Migration
BANKING AND INSURANCE
April 2024 - Today (2 years and 3 months)
Madrid, Spain
J’accompagne les clients dans la migration de Kyriba vers AWS Cloud, en veillant à une transition fluide qui optimise leurs opérations financières. Mon rôle englobe un support complet, la satisfaction client et une migration sans accroc.

Garantir que les clients maîtrisent la documentation liée à la migration en leur fournissant les ressources et conseils adaptés.
Assurer une communication efficace en relayant leurs demandes et retours aux équipes concernées pour une résolution rapide.
Participer à la planification et à la mise en œuvre des calendriers de migration.
BRIGAD
Chargée de relation client/recrutement
RESTAURANTS AND FOOD SERVICE
August 2019 - December 2022 (3 years and 4 months)
Paris, France
Launching of the new country of The Netherlands
Handling customer complaints with empathy and
composure
Leading information sessions to explain the vision and the
different aspects of Brigad
Vast experience in HR mainly in the recruiting of new profiles
in various sectors of the platform
Proactive participation in meetings to help and creating
news process
Helping management identifying workflow issues and
finding solutions
Zendesk Hubspot Stratégie commerciale Rédaction Fidélisation Emailing
Happypal
Customer Success Manager
HUMAN RESOURCES
February 2022 - Today (4 years and 4 months)
París, France
Assisting new clients in their initial setup and orientation to ensure a smooth transition onto the platform.
Establishing strong, long-term relationships with clients to understand their needs and aligning services accordingly.
Managing and maintaining a portfolio of clients, monitoring their usage, and ensuring customer satisfaction.
Identifying opportunities to upsell or cross-sell additional products or features to existing clients.
Conducting training sessions for clients to educate them on the benefits and functionalities of the platform.
Addressing and resolving customer queries, concerns, or issues promptly to maintain a high level of customer satisfaction.
Analyzing client usage data and metrics to identify trends and suggest improvements or optimizations.
Collecting customer feedback to provide insights for product and service improvements.
Ensuring contract renewals and focusing on customer retention strategies to minimize churn.
Acting as a customer advocate within the company to ensure customer needs are addressed and prioritized.
Preparing and delivering regular performance reports to clients, highlighting key metrics and results.
Collaborating with cross-functional teams like sales, marketing, and product development to improve customer experience and drive growth.
Developing and executing customer success strategies to achieve company goals and objectives.
Creating and updating onboarding and training materials for clients to use independently.
Defining and tracking key performance indicators (KPIs) related to customer success and retention.
Conducting periodic reviews with clients to evaluate the value they are receiving and identifying areas for improvement.
Monitoring and promoting user adoption of the benefits platform within client organizations.