Clémence Charpy

► RESPONSABILITIES: • Hired and managed team of 5 Customer Success Managers direct reports • Developed internal processes for the team including implementing CSM onboarding plan, playbooks, account management dashboards and reports as well as team KPIs • Hosted weekly call reviews and peer feedback sessions to identify individual strengths, coach the team on possible improvements, manage changes and performance through KPIs • Held weekly 1:1s with direct reports as well as running weekly team meetings to provide updates and manage any outstanding questions/hurdles for the team • Supported CSMs in renewals, account planning and strategies • Participated as the voice of the customer at C-Suite meetings in order to provide direct customer feedback to the executive team • Reshaped Customer Success team: strategy oriented, focus on growth and expansion ► TOOLS: • SalesForce • Bamboo HR • Recrutee • OfficeVibe • Guru • Confluence • Trello

► RESPONSABILITIES: • Managing the customer post-implementation journey; • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction and adoption of our product; • Engaging with existing customers through scheduled outreach; • Managing change and process improvement plans for customers to ensure optimized platform configuration and recommendations for better usage of the product; • Prioritizing and driving resolution on escalated customer issues; • Anticipating issues or needs with the client's use of the product; • Collaborating internally to ensure customers' needs are being met; • Ensuring the client takes advantage of Amilia best practices to maximize their ROI; • Meet and exceed quarterly KPIs based on customer engagement and usage of the product. ► TOOLS: • SalesForce • Trello • Confluence • HubSpot • PandaDoc/Conga

► RESPONSABILITIES: • Supported customers with bookings • Ensured a smooth customer experience despite being in a high pressure environment • Generated new reservations and rentals according to daily availability • Consistently reached sales targets for both insurance and additional services • Managed customer issues in an independent and professional manner

► RESPONSIBILITIES: • Managed business development strategy and executive with Montreal SMEs in the areas of: fashion, accounting, finance, non-profit organization and construction • Effectively reached monthly sales targets focused on Xerox Canada products and services • Recommended and developed specific and adapted business strategies • Optimized the existing documentation and its management • Assured top quality coordination delivery, setting-up and after-sales services to maximize the customer experience ► TOOLS: • Siebel • Oracle