Elsa Roxas

ENTERPRISE SENIOR CUSTOMER CARE MANAGER @Data Privacy at Didomi (2022-05 – 2026-06)

Proactively manage the onboarding process for a portfolio of Enterprise clients(+ 3 000 MRR), ensuring smooth implementation and efficient deployment of solutions.
Lead training sessions and interactive FAQs to support new clients in adopting the platform.
Understand customer needs to maximize solution usage, resolve issues, and recommend tailored alternatives.
Collaborate closely with Account Executives, CSMs, and KAMs to ensure seamless transitions and alignment with business goals.
Oversee complex projects and large-scale deployments, coordinating timelines, stakeholders, and cross-functional teams.
Respond promptly and efficiently to incoming customer requests (tickets, chat, email) through CRM tools.
Diagnose and proactively resolve technical issues, providing personalized solutions.
Escalate complex cases to Level 2 Support or Management when necessary
Support internal teams (CSM, KAM, AEs) by providing product expertise and insights.
Lead and implement innovative initiatives aimed at improving processes and enhancing service quality (reducing Time to First Value, accelerating issue resolution, etc.).
Create and maintain customer-facing documentation (guides, FAQs, videos).
Collect and share client feedback with the Product team to influence feature enhancements.

PARTNER GROWTH MANAGER at Lightspeed (2020-11 – 2022-02)

Point of Sale (POS) System

Managing and developing solid relationships with a portfolio of partners (Resellers & Partner lead referrals).
Answers partners needs, questions, concerns (email,phone,meetings)
Understand their business, their challenges and their needs to build a trusted advisor relationship and establishing clear business goals, timelines, metrics of success, and Business review to meet the objective of growth
Onboard and train partners on new Lightspeed Add-ons and services and make them product experts
Serve as the link of communication between partners and internal worldwide teams(support, legal, engineering…), resolving any issues to maintain trust
Maintain a very high level of partner satisfaction
Monthly, quarterly and annually Target based on new customers brought by partners.

SALES MANAGER at Lyra Network (2019-11 – 2020-10)

Identify & qualify potential clients in the targeted markets (EEA) Build sales proposals, negotiate and close contracts
Sale's pipeline management (SalesForce)
Work with individuals and teams across the organization to ensure the best user experience

Kitchen Hand (2018-07 – 2019-09)

Work experience for english progression, Ability to develop strong working relationships with international colleagues
Personal challenges.

ACCOUNT MANAGER (Finance Business Unit) at Talan (2017-10 – 2018-05)

Managing and developing solid relationships with a major French bank
Identify & qualify potential business opportunities (Salesforce, Tableau software, Big Data…)
Management of 25 consultants on assignment: Candidate preparation, presentation, negotiation with bank's purchasing department and deal closing
8 new consultants on assignment in 6 months: New turnover: 999 000€.

KEY ACCOUNT MANAGER France & Spain at Lemon Way (2014-09 – 2017-11)

Identification of new business opportunities with key account customers in France and Spain
Build sales proposals, negotiate and close contracts Complex and long cycle B2B SaaS sales (API w/ 60+ functionalities)
Consulting: Training merchants to understand legal, technico-functional and financial aspects of payments, Onboarding and training new users to make them product experts
Upselling & key account management to maintain long-lasting relationships with existing clients, Minimize churn and create customers loyalty
Targets: Ecommerce websites, Marketplaces, crowdfunding platforms (equity, lending), any agreement and wallet management)
Type of merchants: CAC 40, banks, fintechs, insurances, retail, marketplace, crowdfunding, e-commerce....

À propos