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Work Background
Professional Services Ressource Manager Europe
Red Bee MediaProfessional Services Ressource Manager Europe
Jan. 2022Boulogne-Billancourt, Île-de-France, France- Led successfully multiple organizational transformation projects aimed at improving ways of working and enhancing team efficiency - Contributed significantly to the development and expansion of key activities within the company - Developed and implemented a comprehensive set of Key Performance Indicators to monitor and evaluate project success and operational efficiency - Managed multicultural teams, optimizing processes and ensuring customer satisfaction while maintaining budget and cost management.
Customer service director EMEA South
ATEMECustomer service director EMEA South
Jan. 2021 - Jan. 2022- Defined and build KPI to measure support performance and respect SLAs - Structured the different levels of support to enhance customer satisfaction - Maintained high level of support and strategy alignment - Major accounts Customer contract renewal involvement - Triggered new up-sale opportunities
Customer Support Manager
Anevia Customer Support Manager
May. 2018 - Jan. 2021Gentilly, Île-de-France, France
Customer Care Manager
Bertin IT (CNIM Group)Customer Care Manager
Aug. 2016 - Apr. 2018- Manage and lead the customer service and operation activities - Responsible for the control and direction of all contracted services - Escalation point of contact for all customer critical operational issues - Top Management reporting - Team management - Planning and organization optimization - Maintain delivery roadmap - Accountable for the end to end quality of service delivered - Responsible for the global operations of Customer support teams - Improvement of the Service Delivery - Define service level agreements (SLAs) related to contracted services - Coach and pilot the transversal operational teams to ensure operational excellence - Drive teams to ensure alignment with business strategy - Control the operational costs - Manage the continual service improvement - Make sure all the required communication is done to the different actors - Lead the Service Crisis to reduce customer impacts - Understand and translate the needs into business opportunities Key achievements : - Established strong business relationship with customers Project Directors - Managing the service delivery and improve service offer - Designed and deployed new customer ticketing system and planned the customer migration (Salesforce Service Cloud) within 5 months - Defined and build KPI to measure support performance and respect SLAs - Structured the different level of support (L1, L2, L3) to enhance customer satisfaction (Reduce resolution time, improvement of the quality of incident resolution) - Maintained high level of support and strategy adherence - Major accounts Customer contract renewal involvement - Achieved customer satisfaction with service delivery and performance
Professional services consultant
InfoVistaProfessional services consultant
Jul. 2015 - Jul. 2016Professional Services Consultant on Application Performance Guarantee (APG) products and services for customers Worldwide. Responsibilities: - Manage technical implementations and manage product issues and escalations in coordination with Support teams - Deliver the highest level of customer satisfaction - Manage Service kick off (Design & Build phases) - Conduct high-impact on-site services offerings - Conduct customized product trainings based on existing and future platform features, service platform administration, and identified gaps in client knowledge - Conduct account reviews and recommendations - Provide feedback of the customer to Engineering Teams and effectively manage client expectations around bugs and feature request - Provide clear and constructive product feedback to Product Management and Engineering teams - Involved on services proposals, defining services required, LoE (Level of effort), SoW (Scope of work) and others - Supporting Pre-Sales on Proof of Concept and on Network Architecture design phases.
Technical Consultant
Ipanema TechnologiesTechnical Consultant
Jul. 2012 - Aug. 2015High Level of Customer satisfaction in the following missions: - Help the Customers to properly deploy Ipanema solution within their infrastructure ( Server sizing, installation, customization, knowledge Transfer for the CMS part, and Network Architecture design and Validation for hardware integration) - Follow up with partners (Telcos and VARs) (new customers deployments, migrations, solution evolution, customization, audits...) Supporting sales and pre-sales teams during sales cycles. Technical document redaction and tools development for transversal teams and customers Being a contact point between Customers and the R&D teams (Solution improvement requests) Professional Services
Technical Support Engineer
Ipanema TechnologiesTechnical Support Engineer
Oct. 2009 - Jul. 2012- In charge of Technical Support (level 2 and 3) on the Ipanema product for worldwide clients - Ensure Customer Service satisfaction - Advise on solution deployment - Follow-up of Customer's System Architecture - Management of the Support Team (5 engineers) - Improvement of the Support Efficiency: -> Technical notes Redaction on the product features, usage and deployment -> Supplying of the Knowledge database with new solutions
WISP expert
France TelecomWISP expert
Feb. 2009 - Aug. 2009- Conducted a benchmark on the Wireless Internet Service Provider Plateform (WISP). - Participated in Validation and Qualification steps to upgrade the platform capacity - Managed the trial of a data streaming optimization tool (redaction and realization of the test cases, presentation of the results to Orange France)

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