Mission

Mission is a B2B global marketplace of senior software engineers supported by best in class engineering management practice via the Mission Platform.
Our 3000+ members are based in 40+ countries (350 when I started). We work with 40+ partners located mainly in LATAM, Africa, US and Asia.
Main achievements:
- Grew the network of senior Engineers by 400% in 18 months,
- Negotiated and signed 30+ partnerships in strategic markets globally,
- Built scalable processes in sourcing, vetting and matching candidates,
- Team management and leadership, starting from scratch, of exceptional people located in different continents,
- Collected data points at all steps of our processes giving us more visibility and predictability in our operations.

Vice President, Member Operations & Partnerships

Modern Canada

- Member of the leadership team (top 50 leader at GDI Integrated Facility Services),
- Built from scratch a new and innovative franchise model targeting secondary markets in Canada including the legal agreement, definition of the service offering, the creation of an operational manual, identification and design of territories, identification and selection of systems to use (CRM, pricing, e-commerce platform etc.), franchisee profiles, go-to-market strategy, sales & marketing strategies etc.,
- Defined the offer that includes janitorial services, specialty cleaning services and a store (online and retail) for cleaning supplies and equipment distribution,
- Identified opportunities to improve revenue growth,
- Opened and lead a pilot corporate unit located in Hamilton, On,
- Implementation of the first franchisees,
- P&L creation and ownership.

Director of Franchising

Encore Travel

Member of the Executive team. Mission: lead and scale operations.
Main tasks:
- Team management of travel agents, team leaders, project managers,
- Put in place and monitored customer service satisfaction and customer experience through SLAs and KPIs,
- Implemented, scaled and improved processes using agile and 6-Sigma methodologies: online booking tools, offline solutions, back office tools, email technology etc.,
- Defined the operational strategy and structure,
- Supported Sales & Account Management teams in pre-sales: worked on pricing and overall finance for new accounts,
- Supported Sales & Account Management teams with the implementation of new clients,
- Trained new clients: built documentation and provided online and in person trainings, 
- Managed P&L.

Director, Service Delivery

Areas of expertise : business development, marketing, international expansion, partnerships.

Strengths : entrepreneurship, ability to start from scratch, international experience and network, e-commerce, negotiation, help businesses scale and grow exponentially. 

Clients : LE CHEMISEUR® (fashion), Bungalo.com (holiday rental), Oyatis (hospitality), Simplenight (travel)

Start up Advisor

Egencia, an Expedia company

Expanding Egencia's online & offline presence in Europe, the Middle-East & Africa (EMEA) via the development of strategic partnerships : 
- Identify markets where a partner is needed,
- Build the business model,
- Identify, audit and negotiate a deal with local partners,
- Responsible for the partners'​ contracts and monthly financial flow, 
- Owner of the P&L, 
- Identify opportunities to improve revenue growth,
- Lead local account management and operations,
- Support global sales for the partners' markets,
- Responsible for the local service delivered: +80 employees,
- Business owner of the expansion project across the region.

Key achievement: In a couple of years, we built a scalable business model with a network in +25 countries across EMEA only (started from zero) and we significantly increased our global footprint and international competitiveness through the win of major global accounts representing more than 30% of the EMEA business volume.

Director, Global Partners Europe, Middle East, Africa (EMEA)

Built scalable operations via strategic partnerships in 6 European countries (Spain, Italy, Switzerland, Ireland, the Netherlands and Sweden). Responsible for the P&L, the client satisfaction, the customer service teams and the Egencia offer in those markets.

Operations Manager New Countries

Carlson Wagonlit Travel

Lead the implemention of global clients in several countries in Europe or globally.

- Supported Sales during the sales processes,
- Collected data and information once therom the Sales and Account Management teams once the agreement is signed,
- Built the team of people who will be involved in the implementation process including Country Leaders,
- Built the project plan with roles and responsibilities,
- Coordinated actions and timelines per market as per agreement,
- Sat weekly reviews with the Key Stakeholders: internally and on the client side.

International Project Manager

Managed the EMEA operations of global multinational clients, led a team of 40 persons. 3 direct reports: 1 project manager and 2 customer service supervisors.
Implemented the clients: conducted gap analysis in each market, identified requirements and specificities to make sure the Saas solution (online booking tool) meets the clients expectations and matches the contractual agreement.

eCenter Operations Manager Europe, Middle East, Africa (EMEA)

With over 15 years of extensive experience in business development, negotiation, international expansion, strategic partnerships and leadership, I have honed my skills in customer service and business operations. Leveraging data and technology, I specialize in solving complex business challenges, designing impactful and scalable processes, and delivering key outcomes that drive growth and value.

Currently serving as the Vice President of Member Acquisition and Partnerships at Mission, a global market network of senior software engineers supported by best-in-class engineering management practices, I have achieved remarkable milestones. In my tenure, I propelled the network of senior engineers by an astounding 400% in just 18 months. I successfully negotiated and closed 30+ strategic partnerships in key markets worldwide. I established scalable processes for candidate sourcing, vetting, and matching, fostering efficient operations. Moreover, I led a geographically diverse team of exceptional individuals, fostering a culture of innovation and collaboration.

My expertise lies in scaling businesses from inception to generating revenue in the hundreds of millions. I prioritize customer-centric approaches in all aspects of my work, adeptly defining and executing ambitious plans even with limited resources. Data-driven decision-making is my forte, as I rely on analytics while also trusting my intuition.

I possess a unique ability to align, lead, and develop world-class teams, valuing team success over individual achievements. Transparency, meaningful communication, and the art of storytelling are integral to my leadership style, inspiring and motivating others. Continuous learning is my mantra, as I consistently strive to educate, improve, and motivate myself. I maintain composure in challenging situations and prioritize high-quality decision-making to drive organizational success. 

Let's connect and explore opportunities to collaborate and drive unparalleled growth together.

I find pleasure in meeting individuals and learning about their unique perspectives. If you're interested in discussing new business, scalability, or…. tennis and travels, please don't hesitate to contact me.

Stéphane Bâlon

- Spearheaded and directed the Customer Success department, leveraging 10 years of experience to drive a team toward achieving exceptional customer satisfaction and retention rates
- Developed and implemented comprehensive customer success strategies, resulting in increased customer retention, improved CSAT and NPS scores, and revenue growth
- Collaborate cross-functionally with C-level, sales, product, and marketing teams to align strategies and enhance the overall customer journey and experience.
- Implemented monitoring tools and feedback mechanisms to continually assess and improve customer success metrics
- Conduct regular customer success reviews, identifying opportunities for improvement and leading initiatives to address customer pain points
- Drive revenue growth through upselling and cross-selling to current client base

Head of Client Success

- Utilized data-driven insights to identify market trends, optimize sales funnels, and refine marketing strategies, resulting in enhanced ROI
- Led product marketing initiatives that contributed to entering new markets and revenue streams
- Collaborated with cross-functional teams to align growth strategies with overall company objectives.
- Developed pricing strategies to meet business objectives and remain competitive
- Closed top deals resulting in high customer lifetime value and grew the company’s overall revenue by 200%

Head of Growth

Predictable Revenue™ Inc.

- Hired and trained new hires with the Predictable Revenue methodology and various outbound email strategies
- Implemented new employee on-boarding material
- Client on-boarding specialist (Led Kickoff Calls, Niche Workshops and Messaging Workshops)

Team Lead - Account Management and Outbound Sales Strategy

- Top Customer Lifetime Value "CLV" across the account management team
- Implemented the "triple up campaign" sales approach which increased CLV across the team and increased company revenue
- Created handoff process guide to ensure a smooth transition from a warm lead to a booked appointment

Account Manager

The Answer Company

- Developed and maintained relationships with existing clients by providing excellent customer service and support 
- Planned and managed client meetings, agendas and demonstrations of ERP and CRM solutions (Sage, Netsuite, and Acumatica)
- Proven technical sales ability to clarify and confirm my account base needs and expectations 
- Worked collaboratively with Solution Architects, Professional Services, Marketing and Business Development  to maximize opportunities within each assigned account
-  Ongoing account management including add-ons, upgrades and renewals

Account Executive

Yellow Pages Group / Groupe Pages Jaunes – Canada

- Top nationally in performance metrics which included: weekly targets for activity (100+ calls daily), appointments (25+ weekly), units (6+) and revenue 
- Portfolio included top Media Account Consultant due to consistent performance
- Qualified prospects while effectively determining digital advertising needs with my Media Account Consultant's assigned accounts

Sales Development Representative/Media Account Consultant

Passionate and results-oriented leader with over 10+ years of experience, specializing in driving business growth through strong client relationships and strategic leadership. As the Head of Client Success at Mission, I lead a dynamic, cross-functional team that enhances customer experiences and maximizes retention. By leveraging data-driven insights, customer feedback, and industry best practices, I focus on delivering exceptional value and building lasting partnerships that fuel success.

Mission is an engineering management platform that helps companies build better software. We work with organizations in various industries, such as healthcare, cybersecurity, finance, etc., and empower them with the tools and insights they need to succeed. I am passionate about helping our clients achieve their goals and overcome challenges, and I am always eager to learn more about your needs and expectations. Please get in touch with me if you want to learn more about how Mission can help you.

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Stéphane Bâlon

Ashley Squire

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