ENTERPRISE SENIOR CUSTOMER CARE MANAGER @Data Privacy at Didomi (2022-05 – 2026-06)
Consent Management Platform
- 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)
Payment Services Provider
- 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)
Working Holiday Visa
- 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)
IT Services Company
- 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)
Payment Institution
- 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....
