Michaël Maillot
Digital Customer Service and Experience Director
Head of CX Advisory
iAdvize
Since January 2020
- Mission 1: Be a Trusted Advisor
In a customer-facing role with CxO, lead discovery and assessment workshops to identify key stakes to address, design conversational strategy to address them, and assess value generated. Both in pre-purchase and re-purchase journeys. Be an always up-to-date expert:
- on the solutions we deliver to our customers along with key results
- on iAdvize's constantly evolving product
- on transformations industries live and challenges customers face.
- on the solutions we deliver to our customers along with key results
- Mission 2: Support sales and Customer Success TeamsAs a "midfielder", support sales and CS on complex projects and tenders. Analyse deal or project scope, animate and formalize a go / no go decision, ensure delivery of compelling contents according to process.
Solution Director
iAdvize
September 2016
to December 2019
- Handle both operational and strategic actions dealing with Very Large Accounts.
- Bid management. Manage RFIs and RFPs as projects, synchronize response team and ensure a quality answer is delivered at the right time.
- Security and compliance. Analyse and answer customers security and privacy questionnaires.
- Strategy. Manage analysts relations with 2 biggest research consulting firms, and lead strategic studies in a strategic marketing approach, making the link between business, marketing and product. Contribution to iAdvize Positioning.
- Business-product alignment. Qualify and quantify business needs to help PMs and PMMs in their prioritization tasks.
- Bid management. Manage RFIs and RFPs as projects, synchronize response team and ensure a quality answer is delivered at the right time.
Digital Customer Service Manager
Orange France
January 2012
to September 2016
- Manage a team of 4 people on digital customer service projects, deploying chat, web callback and email customer channels.
➡️ Multiplied project delivery rate by 6, in developing technical skills on SaaS solutions internally to get rid of Professional Services
➡️ Grew chat volumes by 4 and webcallback by 2 in 4 years, involving 1500+ agents on digital channels. - Design and implement Orange and Sosh contact pages as SaaS products.
- Manage relation with providers: contract, negotiation, roadmap. Lead a large RFP at corporate level to replace and merge digital customer service solution.
- Lead migration project of solution over 9 months: 1500+ agents impacted. Success.
7-day training. Drive deals top-down: Engage with executives, Drive deal, RFP and pitch, Negociate with legal and buyer.
4-day training on marketing mix, opportunity study, competition study, positioning and value management.
8 training modules, 2-5 days each, on people management: motivations assessment, feedbacks & communications.
Computer Science, Telecommunications, Project Management
Skills
Customer Service
-
Customer Satisfaction
Customer-centric, KPI-drivenExpert
-
Organization
Advanced
-
Management
Advanced
Management
-
People management
Expert
-
Team Leadership
Expert
Sales
-
Customer Experience
Expert
-
Pre-sales
Expert
-
Consulting
Advanced
Computer Skills
-
Collaborative and Office suites
Office, GSuite, Dropbox, Apple SuiteExpert
-
Software Development
Notions of code, continuous integration, devopsIntermediate
-
Data analysis
Tableau, ExcelAdvanced
Soft Skills
-
English
Advanced
-
Analytics
Advanced
