Thibault L.

I manage the Stark community of customers and am the face of the company in front of our community members & customers:

- Running Stark's community of over 3000+ members

- Product Marketing / Customer Marketing: educating our customers on how to best leverage our platform, creating & sharing tutorials, best practices, and usecases.

- Content Marketing & Content Strategy (blog post, webinars, videos, etc.) across social, community, and marketing channels

- Social Media Management & Reporting

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.

- 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