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Oracle
- Directeur Customer Success Europe Sud CX-OMC
Colombes
2018 - maintenant
Je pilote d'activité Customer Success pour la region Europe du Sud. Mon équipe couvre les lignes de produits Cloud Customer Experience et Marketing Digital. Indicateurs de performance: renouvellement des souscriptions, expansion, référence. J'ai développé une méthodologie d'amélioration continue centrée sur l'adoption des solutions Cloud.
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Oracle
- Senior Manager, Customer Success Management CX Europe South
Colombes
2015 - 2018
Pilotage d'une équipe en charge de la retention client pour la gamme Oracle CX (CRM) sur la zone Europe du sud.
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Consultant
- Consultant Digital Marketing
2014 - 2015
• Activité de conseil pour une entreprise du secteur BTP dans un business model BtoB. Transformation digitale, projet e-commerce.
• Contributeur pour le cabinet Business Research International autour des tendances Digital Marketing.
• Référant d’un groupe d’étudiants de l'ISCOM autour des concepts Digital Marketing.
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Adobe System
- Account Management, Senior Manager, Western & Southern Europe
Paris
2008 - 2013
Management of premium service for Enterprise segment:
• Configure and customize support programs and optional service enhancements to create the ideal customer support configuration to meet customer’s needs.
• Build and manage a team of locally based technical account managers who provide a differentiating level of service to named, strategic accounts.
• Ensure that customers of enterprise support programs receive a first class customer experience.
• Build strong relationships with strategic accounts.
• Act as the customer advocate, leveraging all appropriate resources in a multi-functional environment, to resolve customer issues. Coordination with product development BU based in US for product fix and product enhancement.
• Partnering with the EMEA Customer Care operations delivery team to ensure fist class delivery of customer care services, including the creation of and participation in corrective action plans. Advocating on behalf of the customer and the field.
• Ensuring that input to new or revised support programs is provided as required, based on experience and feedback.
Business Development in Western and Southern Europe:
• Partner with sales, pre-sales and consulting to develop the customer care business with Enterprise customers.
- Ensure that the support needs of customers are identified during the sales cycle, and that these are professionally captured and validated as part of the overall customer value proposition.
- Working as part of the Enterprise sales team to position and sell the appropriate customer support service to prospective customers.
Technologies:
• WEB analytics (Omniture), CMS (Day software), RIA & innovative UX experience (FLEX), document dematerialization and management (LiveCycle/PDF), solution for mobility (multidevice & multichannel).
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Consultant freelance
- Freelance Consultant
2006 - 2007
• Providing consultancy to a start-up distributing B to B software in Europe.
• Technical support and implementation process optimization.
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SPL Worldgroup
- EMEA Customer Support Director
2002 - 2006
Software products:
Billing and Customer Care, Outage Management, Mobile Workforce Management, Asset Management
Key Customers (Utilities):
• UK : Northern Ireland Electric, Atlantic, Npower, London Electricity
• South Africa : Eskom.
• Cyprus Electricity Authority.
• France : Veolia, EDF.
• Holland :Delta, Dutch Tax Office.
Business Development in Europe, Middle East and Africa:
• Support large project up to 17M$ global deal including software license and services.
• 20% of license revenue is allocated to customer service annually.
• EMEA support turnover of 5 M$ a year.
Management of customer service:
• Support implementation of mission critical project (20 billions € billed on supported configuration, 2000 simultaneous users).
• Project Implementation cycle from 6 month to 3 years.
• Project coordination and support with a 120 persons integration team
• Day to day management of a team of 4 high level specialized engineer.
• Relationship management with corporate management, integrators and partners, day to day relation and steering committee.
• Coordination with product development organization based in San-Francisco for product fix and product enhancement.
• Customer advocate for functional improvements.
• Product localization, compliance with local regulation for accounting and tax, translation check on a complex product (1500 screens).
• Control of service quality against Service Level Agreement requirements, including customized reporting of key metrics with crystal report tools.
• Cross organization coordination with sales executives.
Technologies:
• People Soft, Tuxedo, Weblogic, XML, Java, Oracle, Natural, Cobol, Solaris, Aix, Crystal Report.
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Portal
- Professional Service Practice Manager
2000 - 2001
Software products:
• Billing and Customer Care
Key Customers (Telecom / Internet Services Provider Markets):
• France: France Telecom (Wanadoo), Liberty Surf (Tiscaly), Net-up, Completel, Vivendi, Webraska.
• Belgium : Belgacom, Proximus.
• Egypt: Noor.
Business Development:
• Business unit revenue 2,4 M$.
• Design strategic approach to customers with sales executives.
• Sale contracts for consultancy services (up to 7,5M$ global deal).
• Influence customer’s implementation.
• Set-up business partnerships with system integrators (Cap Gemini Telecom, Valtech, Accenture).
• High value added services, daily fee: 2000$.
Management of consultancy service:
• Set of consultancy team, including recruitment of 16 consultants and development of product expertise around real time billing technologies (ISP, ASP, WAP, GPRS, UMTS, VoIP, Video on demand...).
• Pilot implementation of complex project.
• Partners follow-up on key project.
• Develop knowledge transfer programs and implement solutions across the organization (sales, project team and product development).
• Projects implementation cycle length from 3 months to 4 years.
Technologies:
• C++, Oracle, Java, XML, Solaris
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Lotus
- Professional Service Practice Manager
1990 - 1999
Software products:
• Groupware, Knowledge Management, Messaging, WEB.
Key Customers:
• Top 50 largest French companies: France Telecom, Crédit Lyonnais, Société Générale, Paribas Bank, Air France, AXA, Renault, SNCF, Sodexho, Suez Lyonnaise des Eaux, Technip, UPSA, Channel.
Business development:
• Win important projects with France Telecom and Crédit Lyonnais.
• Professional services daily Fee: 1200$.
Management of field support and enterprise support in France:
• Daily management of 10 engineers
• Set-up and develop consultancy and long-term technical assistance for large implementation projects in cooperation with sales organization.
• Development in cooperation with HR department of a European career management program.
1993 - 1999 Southern Europe Field Support Manager
Launch of southern Europe Field Support department as part of Lotus EMEA Enterprise Support division
Software products:
• Groupware, Messaging.
Key Customers, focused on large accounts such as:
• France: France Telecom, EDF, ELF, Crédit Lyonnais, Coface, Gemplus, Indosuez, Ministère des Finances
• Spain : Telefonica Group
• Italy : ENI, Ministero Inteno.
• Switzerland : UBS, CICR, Novarti.
• Benelux: ING Group, Central Beheer, Cera Bank, Mees Pierson.
Business development:
• 5M$ business turn over per year.
• Win 1M$ service contract with Telefonica.
• Set-up and development of new services programs for key accounts.
• Field Support service daily fee: 1000$.
Management of Field Support in Southern Europe:
• Management of 19 Engineers based in 6 countries.
• Recruitment management.
• Development of high value added expertise with specific training programs.
• Develop knowledge transfer throughout geographies
• Member of Lotus European management committee defining strategic positioning, support programs, service marketing, and investments.
• P&L reporting to upper management.
• Implementation project follow-up with sales organization.
• In charge of the ISO 9001certification in Enterprise Support division.
1991 - 1993 Support Manager
Software products:
• Messaging, Desktop.
Market segments:
• IT and SOHO, mainly in France.
Business development:
• 600K$ revenue per year.
• Rolled out a new charged support contract offering for corporate customers, first in this industry at this time.
Management of 10 support analysts:
• Improve productivity from an average of 25 calls to 35 calls treated per analyst per day.
• Implement new support workflow and process.
• Implement call tracking system and quality program.
• Support from 10 to 30 products.
• Product localization, translation check.
• Develop technical relationships with many companies: IBM, Lexmark, Canon, Epson.
• Prepare the implementation of the Lotus European support center.
1990 - 1991 Technical Support Analyst
• Technical support to end-users for desktop and messaging product in Ms-dos, Windows, OS/2 environments.
• Author of technical publications.
• Management of driver development program with printers manufacturers.
