Résumé
Manager, Customer Product Support with over 7 years of experience, balancing product and customer service expertise, to help clients create product experiences that turn browsers into buyers at Akeneo. Proven track record of leading globally distributed teams across 3 continents to enhance customer support operations, streamline processes, and drive higher satisfaction through expertise in SaaS Platforms, Product Information Management, process improvements, and project management.
Expériences professionnelles
Global manager, customer product support
Akeneo: The Product Experience Company , Boston
De Juin 2025 à Septembre 2025
Managing a globally distributed team of Product Support Analysts based in Boston, MA, Sydney, Australia, and Nantes, France, ensuring consistent support operations and best practices across all regions, fostering collaboration and excellence, to deliver the best customer and product experience.
Manager, product support americas/apac
Akeneo: The Product Experience Company
De Mars 2023 à Juin 2025
Awarded Best Customer Support 2023 by Software Advice.
Manager, product support americas
Akeneo: The Product Experience Company
De Juillet 2022 à Février 2023
Support lead
Akeneo: The Product Experience Company
De Juillet 2021 à Juin 2022
Product support analyst
Akeneo: The Product Experience Company
De Mars 2020 à Juin 2021
Product Support #PIMforALL
Senior expert support specialist
Teikametrics
De Avril 2019 à Février 2020
Expert support specialist
Teikametrics
De Mars 2018 à Mars 2019
Teikametrics helps thousands of sellers be more profitable. Our Retail Optimization Platform (ROP) uses Machine Learning to optimize inventory, ads, and pricing on the most valuable eCommerce platforms. We are currently the largest provider of automation technology for Amazon Sponsored Products.
Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
Serve as a product expert by keeping up with new features and issues, and providing quality feedback to our development team regarding active issues and trends.
Assess and recognize customer churn risk and escalate to the Customer Success Manager when needed.
Contribute to documentation, e.g. FAQ articles based on common questions / issues.
Support the sales team for Spanish demos. Educate, train, and help Teikametrics users managing their Sponsored Products campaign, in Spanish, English, and French.
Build reports by using SQL to access needed data.
Participate in online education videos to support customers knowledge with Sponsored Products on Amazon.
Customer success manager
Teikametrics
De Novembre 2017 à Février 2018
Educated and trained customers to utilize the Teikametrics software to align with their specific business goals.
Managed and supported customers post-software training to help adopt the Teikametrics software platform and grow their e-commerce presence.
Presented, demonstrated, and introduced Teikametrics Optimization Platform to customers, and helped them manage their Sponsored Products campaigns on Amazon.
Export advisor intern
Diag'Export
De Octobre 2014 à Avril 2015
Support French companies with their finance (via subsidies) and their implementation in their development abroad.
Research of importers and distributors.
Support for licenses.
Operational support.
Setting up of partnerships.
Business enhancer.
Assistant manager intern
Eurostars Hotels
De Juin 2013 à Août 2013
Teams coordination, reservations and prices management, customer service, customer relationship.
Eurostars Mediterranea Plaza ****
Technical product salesman
Fnac , Lyon
De Septembre 2012 à Septembre 2014
Sales assistant in the computer department.
Sell technical products according to clients' needs and the company's objectives, customer service, restocking, achieving team's objectives, customer relationship, and technical product orders.
Marketing intern
Kompass International
De Mai 2012 à Juillet 2012
Support the marketing campaign with phoning and mailing operations, comply with the customer's needs, reach the marketing campaign goals asked by the manager.
After-sales agent
GE Healthcare
De Juillet 2011 à Septembre 2011
Customer relationship, teams synchronization, technical products orders, customer service, technical support timetable management.
Event assistant
Grégory Coutanceau Traiteur
De Avril 2010 à Juin 2011
Team work, customer relationship, ability to react, events organisation, take care of clients, preparation of events, waiter, customer service.
Formations complémentaires
Master of Business Administration (MBA)
St. John's University - International Business Management
2015 à 2016
Bachelor of Arts (BA)
Dublin Business School - Marketing
2013 à 2014
Parcours officiels
Langues
Anglais - Courant
Français - Langue maternelle
Espagnol - Technique
Italien - Notions
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