Fabien Lerays

Managing the EMEA 36Learning teams in the UK, France and Germany. +2000 customers +50CARR Scope: - Implementation (Professional Services) - Customer Success - Support (Customer Care)

Customerz, c'est LE collectif de passionnés du Customer Success Management. Basé sur nos valeurs et expertises, nous proposons un accompagnement personnalisé pour réfléchir ensemble à vos problématiques d'expérience client ; nous vous aidons à structurer et à optimiser vos process, vos outils, vos KPIs et vos équipes. Notre objectif ? Maximiser la valeur de vos produits/services et créer des relations durables avec vos clients.

You are a growing start-up or a scale-up? You want to ensure a sustainable growth, develop and protect your revenue, increase your retention and satisfaction? I aim at accompanying you to structure and scale your Customer Experience: - SaaS philosophy and KPIs - Contract and Service Level Agreement - Finance & Budgets - Customer Experience team structure - Role and job position definition - OKR - Revenue optimization - Customer Retention - Customer Expansion - Pre-sales & transition - Onboarding & Implementation - Customer segmentation - Customer Journey - Tooling - Product adoption - Learning & Education

Managing a team of 150 people in charge of Customer Services for UKG international, including: - Implementation / Global Services Delivery teams (70 project managers) - Customer Success teams (3.500 customers, 60M€ ARR, 45 CSM, 99,9% retention) - Customer Support teams (10.000 tickets per year, 55 agents, 96% satisfaction)

In charge of a 80 people Customer Services team for EMEA region, including: - Implementation teams - Customer Engagement / Success teams - Customer Care / Support teams - Integration Teams

Starting from scratch, designing the full Customer Services Team at PeopleDoc for EMEA countries, with physical offices in France, UK and Germany, covering: - Implementation teams (customer specifications and configuration) - Customer Engagement teams (Customer Success Managers in charge of the Customer retention) - Customer Care / Support teams (Tickets resolution) - Post-Live Services (Additional projects during the run phase for our customers) - Integration Teams (monitoring and debugging PeopleDoc platforms according to our SLAs) - Alliances (Resellers management) - Enablement (internal and external training for PeopleDoc solutions).

Synaxio created solutions for letter and parcel sorting machines. Acting as a Product Owner: - Specifying new features for Synaxio product - Managing project as the functional manager (Requirements Analysis, guidance for functional tests, prospect for product development) - Projects management (Requirements Analysis, project team set up, AGILE method project management, budget follow-up)