Courbevoie
Kyriba is the global leader in next generation software-as-a-service (SaaS) treasury solutions.
VP Client Succcess since March 2015-
Accountable for building and maintaining Client Success teams that scale to high growth while also providing high level of client service offerings that establish and retain highly satisfied customers.Responsible for client revenue and loyalty retention and the on-going success of clients based in EMEA, APAC, JAPAN. Offices in Paris, London, Tokyo, Singapore. Established and continue to ensure that necessary best practices are in place to keep clients engaged, highly satisfied and getting the full value of the product and services offered. Responsible for the oversight and strategic direction of internal teams including, Client Services & Support, Client Success, Premium Support. In charge of Team Support Manager Level 1 and Advanced Support.
Building the CSM Team (EMEA, JAPAN)-Establishment of Client Success Survey
GYR status (Salesforce)-References tracking-Net Promoter Score follow up (customer satisfaction)
Participation in Marketing events (Kyriba Live, User Club, CAB etc.)
Implementation of Best Practices, Capitalization
Customer Satisfaction around 4,5 /5- Program of Certifications
Customer Support Director
Enablon
février 2011 – March 2015-Courbevoie
Enablon is the world’s leading provider of Sustainability, EH&S and Operational Risk Management Software. More than 1,000 global companies and 1 million users rely on Enablon solutions to manage their environmental and social performance, minimize risks and improve profitability. Enablon offers the most comprehensive platform in the industry, and is consistently recognized as a global leader and visionary.
Currently I am Customer Support Director.
February 2011-Present: Enablon (Software company)
• Customer Support Director
• Lead and develop the Global Support (18 Staff)
• Create teams and support team building (FR/EMEA/North America)
• Optimization of the Global processes
• Generate report activity (KPI)
• Creation of 24/7 client service
• Organization of processes to achieve the SLA expectations (contractually)
• Collaboration with English, Spanish partners
• Work on international RFP
• Reinforcing knowledge and skills (training, workshops, immersions in different teams, Best Practices, capitalization
• Interaction with different teams (Sales, IT, R&D, Legal, Marketing…)
• Creation of new offers of services (support contract)
• Contribute an improve the Legal contracts (FR/US)
• Client on site visit with Sales and Professional Services (PS):
Presentation of the Support team
Introduce the new offer of packages
Liaison, Transition between PS team and Support team
- Accomplishment:
Customer satisfaction: Average of 9/10 monthly for 2 years
Incremental increase of revenue (Sell of services)
24/7 offer
Cross selling Support offer
Recruitment of New Staff (EMEA/North America)
Capacity to manage internal and external conflicts + complex situations
Mes compétences :
SaaS
Sécurité
Environnement
Anti virus
ITILV3
Gestion du temps/
Management d'équipe
Team building
Project Management
PKI
Microsoft Office
BlackBerry
Technical support
Site support
Mobile management
Develop the Global Support
VMware
Team Management
Staff recruiting
Staff Development and Training
Share
Reuters Kobra
PeopleSoft Vantive
PC Hardware
Network administration
Microsoft Outlook
Microsoft Office 2007
Management of time and organization
Lotus Notes/Domino
Linux
ITIL
IT management
Citrix Winframe
CA ArcServe
Bloomberg Software
Asset Allocation
Sustainability
Sécurité informatique
Cash management
Wave analytics
Sales Force
