Jérémy CAMP

Department Structuring & Leadership (CS & Care) in a complex Fintech ecosystem Care Department Launch & Structuring: Managed strategic hiring and immediate operational integration of key team members to build the foundation of the department. CSM Pipeline & Revenue Management: Structured the tracking of opportunities, signed quotes, and deliveries to ensure strict alignment with revenue targets and business objectives. Performance Engineering (SLAs & Responsiveness): Drastically improved Time-to-Value and response times (up to 20x) by re-engineering workflows and optimizing the tech stack (Asana, Slack, Gitbook). Governance & Strategic Rituals: Architected internal (Ops) and cross-functional (Product/Tech) rituals to streamline communication and ensure strategic alignment. Customer Insights & NRR Security: Conducted annual reviews across the client portfolio, gathering structured feedback to fuel the product roadmap and secure Net Revenue Retention (NRR). Knowledge Management & Self-Service: Developed a robust knowledge base to accelerate user autonomy and significantly reduce support ticket volume

Governance & Organizational Design: Partnering with C-level executives to structure scalable governance models. I specialize in designing cross-functional rituals and aligning Marketing, Sales, and CS KPIs to foster a high-performance culture. CX Audit & Scalability Roadmap: Performing deep-dive diagnostics of customer performance (CSAT, response times, resolution rates). I build actionable, data-driven models designed to absorb hypergrowth without compromising quality. Data & Tooling Architecture: Rationalizing and optimizing complex tech stacks (Zendesk, Salesforce, Aircall). I consolidate multi-source data via BI tools to build predictive staffing and forecasting models. Delivery & Onboarding Excellence: Leading the operational framing of strategic projects, including API flow analysis and technical/financial risk management. I deploy robust product adoption strategies to ensure long-term customer loyalty and Time-to-Value reduction

Managed customer strategy and support operations for an international tech startup, focusing on process optimization and leading multicultural teams. Customer Strategy: Designed and implemented customer service strategy, continuously adapting to product developments and growing business needs. Performance Monitoring: Defined and tracked KPIs to measure support efficiency, analyze results, and identify areas for improvement. Operational Optimization: Reviewed and adapted support processes to accommodate scaling activities and enhance operational effectiveness. Onboarding and Product Adoption: Established onboarding processes to maximize prospect conversion and drive customer adoption. Knowledge Management: Developed and structured the knowledge base to increase user autonomy and reduce support request volumes. International Management: Supervised support teams in France and the United States, ensuring seamless coordination between the two teams.

Coordinated monthly Profit and Loss (P&L) reporting processes for the GBIS scope, including incident management and action plans for the management control platform. Knowledge Base Optimization and Self-Service Implementation: Reviewed and optimized the knowledge base, establishing a self-service system to enhance user autonomy. Migration and Training: Participated in the migration process and trained new users during the SGCIB/GIMS merger and Newedge integration into Société Générale’s IT system. Production Deployment Coordination: Oversaw production environment deployments and monitored offshore activities. Incident and User Request Management: Handled incident resolution and user requests to ensure operational continuity. Cost Optimization: Streamlined support activities to reduce costs in the context of budget cuts.

Managed user incidents and requests, including requirements gathering. Functional Specifications and Testing: Contributed to drafting functional specifications and conducting functional testing. Production Deployment Coordination: Oversaw deployments in production environments. User Training: Delivered training sessions to end-users. Stakeholder Coordination: Collaborated with diverse stakeholders, including developers, product management, regional support teams (Hong Kong, New York, London), and front/middle office teams. Support Activity Optimization: Reviewed and optimized support processes to improve responsiveness and reduce incident resolution times.