Diane N.
Knowledge Manager
Salaire / Taux journalier
Paris, France
Freelance
Expertises
Langues
À propos
Introduction
Knowledge Manager with 4+ years of experience in knowledge operations and customer success at Qonto, Europe's leading business finance solution. Expert in implementing knowledge management systems, defining KPIs, and scaling customer support across 350,000+ companies. I help organizations optimize information flow and build customer-centric knowledge strategies that drive team performance and deliver measurable results.
Expérience de travail
Qonto
juil. 2020 - Présent
6 ans 4 mois
Knowledge Manager
août 2024 - Présent
2 ans 3 mois
Knowledge Operations Manager
avr. 2022 - juil. 2024
2 ans 4 mois
Customer Success Manager
oct. 2021 - mars 2022
6 mois
Customer Success Officer
juil. 2020 - oct. 2021
1 an 4 mois
Paris, France
Qonto is the leading European business finance solution. It simplifies everything from everyday banking and financing, to bookkeeping and spending management. Qonto energizes SMEs and freelancers so that they can achieve more. A few figures about Qonto: - Alexandre Prot and Steve Anavi created Qonto in July 2017 - 1,000 happy Qontoers (And we're hiring more!) - 350,000 + companies are using Qonto - €622m raised with VCs and business angels including Valar, Alven, the European Investment Bank, Tencent, DST Global, Tiger Global, TCV, Alkeon, Eurazeo, KKR, Insight Partners, Exor Seeds and Gaingels. MANAGEMENT - Foster a positive team culture - Track team goals/KPIs to make sure it succeed in its delivery - Participate in team development (hiring, onboarding and performance management) KNOWLEDGE MANAGEMENT - Define and monitor KPIs - Select and implement a new tool - Create standards regarding the use of our knowledge management tool usage (content identification, creation, organization, update, etc.) - Audit the different knowledge bases - Training the stakholders - Writing articles for the internal newsletter - Feeding the Customer Success Hub CUSTOMER CENTRIC - Providing sharp and quick technical support via email, chat and phone - Ensure quality by analyzing in details positive and blocking points for the user - Raising the customer voice by making feedback to other teams to continuously improve our product and keep the “WOW” effect along the relation.
Responsable partenariats
ProKnow Club
juin 2023 - mai 2024
1 an
Paris, France
The ProKnow Club community brings together those who are curious and/or experts (HR, Care, Ops, or any other sector) on the subjects of PROductivity and KNOWledge Management. We develop in-house knowledge management methods and technological monitoring of productivity tools and experiences. Our missions: [ 🏗 BUILD] Create a dynamic, evolving environment open to free exchange for members. [ 💡 RESOLVE] Gain expertise on our subjects with speakers and exclusive, high-quality exchanges. [ 📚 ENRICH] Forge expertise in project management and pass it on to as many people as possible [🎙 ANIMATE] Share and benefit from this ecosystem to test and iterate on practices [ 💜 SHARE] Follow the most widely used tools and/or new developments and benefit from concrete feedback [ 🎉 ENJOY] Build and strengthen a network of enthusiasts PARTNERSHIP MANAGEMENT - Search for new partners and generate leads - Propose strategies and action plans (win-win situation) - Projects management - Ensure the quality of the partnership by doing close and customized follow-up
Chargée communication événementielle
La Comédie Saint-Michel
févr. 2018 - août 2019
1 an 7 mois
95 Boulevard Saint-Michel, 75005 Paris
La Comédie Saint Michel is a private theater founded in 2008. Thanks to its 2 entertainment venues, the theater can accommodate up to 210 people (70 / 140). The motto of this cultural place "Because the young spectators of today make the theater lovers of tomorrow". With a rich and diversified program, La Comédie Saint Michel offers both shows for young people and for all audiences. CUSTOMER CENTRIC - Providing sharp and quick technical support (physically, email and phone) MANAGEMENT - Management of the box office by ensuring the coordination of the ticket agents, the stage managers, the actors and the public COMMUNICATION - Creating communication tools (posters, brochures, newsletters) - Updating the Website on the theater - Ensuring the referencing of all shows for young audiences and the general public on the theater's website and partner 's one - Management of the theater's outdoor display - Creative workshop with a group of children/teenagers (between 7 and 14 years old)
Formation
Lycée Jean Lurçat
Classe préparatoire ATS
University of Paris I: Panthéon-Sorbonne
Licence 3 Droit sciences politiques et sociales, Droit, Economie, Gestion et Administration en entreprise
Grenoble Ecole de Management
Master's degree