Jonathan Piloquet

Leading both our High Touch (Interim) & Scale CSM teams at Intercom

Leading the global Scale Success Management org at Intercom, I now focus on driving customer success through innovative, scalable solutions and strategies. My role includes: - Building and developing a high-performing global org of Customer Success Managers (15 ppl). - Operationalizing strategies for scaled and digital customer success to ensure adoption, growth, and retention. - Collaborating with cross-functional teams to deliver a seamless customer experience and achieve impactful business outcomes. - Leveraging data and customer insights to prioritize resources and enable efficient delivery against growth and retention targets. - Partnering with Sales, Marketing, and Product teams to define and execute programs that create long-term value for customers. With a customer-obsessed approach, I am dedicated to enabling organizations to maximize the potential of Intercom's AI-first customer service platform.

Leading 2 teams (12 CSMs) While keeping my previous responsibilities on the Scale (called Success Guides at Salesforce) & Digital worlds - 6 CSMs, I'm also looking after our Portfolio Excellence motion. This second team, composed of 6 CSMs is taking care of our largest customers in EMEA, making sure they continue to realize the value our platform is providing, and ensuring they embrace a full transformational journey with our latest features being released.

In charge of our Scale & Digital motions: - On one hand, I'm responsible for hiring, developing and coaching a team of 9 CSMs in EMEA who are making sure our Slack customers are getting the most of the platform. We deliver high value customer engagements through playbooks for 1:1 and scaled programs that efficiently and effectively drive adoption, maturity and growth throughout the customer journey - On the other, I'm over-seeing the different Digital programs offered to our customers that cannot have access to a dedicate CSM. Supporting our US teams in these projects, and bringing our EMEA views & support. Our main projects being around email campaigns, webinar production, community management, Slack bots (supporting customers directly in our Slack Connect channels)

As a CSM at Slack I'm here to advise and guide our Enterprise customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack. Ended up being mainly focused on our Russian customers (before the war). We work closely with customers to discover their business needs and challenges and then mentors them on the best ways to use Slack to solve them.

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales through the use of Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers. The aim of a Customer Success Manager is to see clients maximize their return on investment with Sales Navigator by adopting Social Selling. My main focus is the French and African market + Nordics & Dach on demand. So I work together with the Sales team to find out the the best adoption strategies & provide adequate functional support. Having successful clients is my ultimate goal!

Consultant for Business Technology Services. Focused on Business Process Implementation & Change Management activities for Airbus (in the engineering departments). Multiple missions to support some Engineering departments at Airbus to adopt new process, methods and tools (via stakeholder mobilization, network animation, training & awarenesses...

Gap year during my studies. Following my previous internship, I was offered to join for a year our Berlin office, in the Water and Energy fields. Project Coordinator - Market study about the potentialities of water, wastewater and Stadtwerke services in Switzerland - Analysis and development of several offers within the framework of new consulting services - Contribution to the development of technical & financial synergies between Business Units

4 month internship: - Development of a program for the improvement of working conditions - Regulation of workers’ non-presence - Study for a sustainable transport program - Administrative work