Florie Dubeaux-Roman

• Team Leadership & Performance: Successfully build, manage and develop a high-performing Customer Success team across Southern Europe • Revenue Growth: Identify upsell and cross-sell opportunities through proactive customer engagement strategies. • Customer Success Metrics: Increase Net Retention Rate through tailored success plans and operational excellence. • Adoption & ROI Maximization: Deployed strategies that increased platform adoption and ensured measurable ROI for clients. • Cross-functional Impact: Act as a key stakeholder in product improvement and innovation. • Efficiency & Scalability: Streamline team processes and tools, including risk management processes. • Client Advocacy: Partner with enterprise clients to align business goals with Yoobic solutions.

Built and led the teams (from 2 to 13 people) responsible for the customer experience of 1500+ clients – including SMBs, large accounts and public organizations: • Customer Success: created full customer journey, from onboarding to upsell, with scaling in mind (self-serve, health score, automated communication) • Customer Care: deployed detailed guides to increase customer autonomy • Compliance: designed and implemented KYC processes to meet EU regulations • Dispatch: migrated 100% of card holders from Mastercard to VISA in Q3 2020 • Partnerships: managed the contracts and relationships with issuer, processor and card manufacturer, to ensure continuity and improvement of service

Managed a portfolio of 29 customers, yielding an annual revenue of €15+ million • Secured renewals and upsell opportunities with account executive • Monitored the performance of the accounts through platform analytics, satisfaction surveys and regular touchpoints with key contacts • Coordinated resources to help customers increase their users’ adoption and maximize the value of their investment

• Research on the impact of the growth of connected devices on Telecom operators • Presentation of the recommendations to the partners of the consultancy

With Windows Marketplace for Mobile launch on October 6th 2009, a lot of actions are being taken by Microsoft to drive developers into submitting applications for this new mobile platform. I thus have been in charge of planning and executing these actions in France, such as a contest, a call for projects or seminars.

• Research assistant on « Globalization and China » • Writer of the booklet « Contemporary China » for the participants of a high-level seminar on China

- Internship in the Operational Marketing Department - Design of new features for the Phone House website

Getting employees to work together is an essential part of doing business in today's competitive markets. DTB's trainings improve communication and the competitive atmosphere helps keep everyone performing at his or her highest level, while promoting interpersonal relationships.