Agathe Renard

Didask

Customer Success and Operations Manager

lempire

🗝️ Key achievements:

→ Bring relief to the CS team by implementing IA and bots on tickets:
-20% tickets by agent /day

→Scale CS team by building and maintaining an automated workflow and Pipeline for Key accounts:
X points improvement in customer health
Churn decrease of X %
Decrease of CS manual tasks of +60% , improvement of productivity.

🎯 Interface between Customer Support and Product/Tech/Technical Support
- Build and maintain a CS roadmap and prioritize projects.
- Worked in squad with product for new feature releases.
- Acted as an intermediate escalation level.
- Provided expertise to the Customer Support team members when required.
- Contributed to qualifying bugs and testing new features.

🎯 Amplify the impact of the Customer Support team
- Supported team coaching & enablement.
- Responsible for internal training on product knowledge.
- Responsible for the improvement of the Help Center

🎯 Foster Agencies success
- Responsible for the overall Agency Customer Experience & Satisfaction.
- Fed Product & Business with insight from Agencies to always improve their experience using lempire products.

🎯 Automation, bots and processes
- Built automations to bring relief to the CS team.
- Introduced, monitored and trained IA bots for chat support.
- Built and maintained processes for cross-functional team work.

Customer Operations

🗝️ Key skills:
- Discovery calls Agencies and key accounts.
- Continuous discovery methods.
- Initiate user research to improve the product and enhance user experience and satisfaction.
- Research into market trends and competitors.
- Expertise in effectively communicating complex ideas to a diverse audience.
- Problem solving oriented
- Analysis of user feedback

💡 More about my day to day missions:
- Developed, monitored and reported on dashboard metrics.
- Developed and maintained successful relationships with customers to ensure maximum customer retention and satisfaction.
- Oversaw customer onboarding, ensured a smooth transition of the customer to successful use of the product/service.
- Monitored customer support tickets/issues and took appropriate action as needed.
- Partner with products, sales, marketing and dev teams to enhance customer experience.
- Implemented new processes and policies to continuously improve customer success initiatives.
- Developed custom training and education materials for new and existing users.
- Gathered and interpreted user feedback.
- Educated customers on best practices for product utilization.
- Hosted webinars, support and educational calls for product success.

International Customer Excellence Expert

BONAVERI France

Exclusive French distributor for the Italian company Bonaveri, specialized in the manufacture of high-end display mannequins and busts. 
- Managed end-to-end B2B customer relationship management for luxury retail clients.
- Oversaw the successful delivery of customized projects for key accounts, ensuring on-time delivery and high customer satisfaction.
- Coordinated project timelines, logistics, and client communications for international orders.
- Acted as the main point of contact between clients and internal teams, facilitating seamless project execution.
- Managed CRM tools and provided customer data insights to improve service quality.
- Developed content for client-facing newsletters and social media campaigns.

Executive Sales Assistant

International Customer Excellence Expert at lempire - $10M ARR without any funding 💵

Experienced operations and customer success expert with over 9 years in high-paced, customer-focused roles. 
Proven ability to streamline processes, implement automation, and build effective cross-functional workflows. 
Highly organized with exceptional attention to detail and a strong ability to analyze data and implement improvements. 
Passionate about delivering high-quality service, solving problems and fostering client satisfaction.

International Sales and Support Expert

Lucas SCHILLING

Senior Full Stack Developer

Entrepreneur

Opteamum

Lead Developer JS

Javascript Full Stack Developer

Full Stack Senior Developer | IT & Automotive Enthusiast | Entrepreneur

Driven by a deep passion for both technology and cars, I am a results-oriented Full Stack Senior Developer with over 5 years of experience in creating innovative web solutions. Proficient in JS/TS web languages and frameworks (Angular, React, NestJS, MongoDB) and IT technologies like Docker, AWS, K8S, CI/CD...

My technical background, coupled with a natural curiosity and problem-solving mindset, enables me to tackle complex challenges head-on, consistently delivering robust and user-friendly solutions. With a keen eye for detail and a focus on performance optimization.

Beyond my technical expertise, my enthusiasm for IT and cars is contagious, fostering collaborative and engaging work environments.

taplio

The Battle

Agathe Renard

Lucas SCHILLING

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