Lou Boisson

Coordination and alignment of Product, Tech, and Business teams to ensure smooth collaboration and successful project delivery. • Go-to-Market & Cross-Functional Coordination: Managed product launches, ensuring alignment between roadmap, communication, and operational execution. • Training & Internal Adoption: Designed and facilitated product workshops; 100% of employees trained, >90% pass rate, enabling rapid adoption of new features. • User Analysis & Feedback: Implemented and tracked NPS/CSAT metrics, generating 200+ qualitative feedbacks per quarter, and created market reporting dashboards to guide Product/Tech decisions. • User Engagement: Built and managed a community of 100 active testers, contributing to continuous improvement of the user experience

Optimizing the efficiency and performance of Customer Success Managers - Designed and implemented internal processes on Asana to personalize client support, deploy products, and measure customer satisfaction. - Trained 15 CSMs on products, processes, and collaboration tools, ensuring a fast and consistent upskilling. - Automated the support of small and medium accounts to allow teams to focus on top-tier clients. Data analysis and insights - Developed dashboards to monitor and manage activity: onboarding, training, product adoption, churn, renewal, and NPS. - Analyzed customer data to identify trends, improvement opportunities, and priority actions (NPS, Trustpilot, renewal, churn). Collaboration with the Product team - Participated in product specifications and testing. - Managed customer requests and coordinated with the Product Director to prioritize the roadmap in alignment with Revenue teams.

📈Developing the Client and Key Account Portfolio (operational management of 200+ B2B clients) - Defined and implemented the B2B customer success framework - Increased customer value through upselling (average basket size +50% vs previous year) - Identified new market opportunities via commercial insights, product feedback, and marketing actions Ensuring Customer Success ✅Trained B2B clients and empowered them to use the product independently - Understood and anticipated client needs; defined and delivered tailored engagement plans - Analyzed results of engagement plans, including performance reviews and reporting ⚙️Driving Efficiency Through Tools, Processes, and Scalable Support - Identified and standardized best practices across key customer journey phases (onboarding, deployment, engagement, optimization) - Systematized successful approaches to improve account management at scale