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.
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.
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.
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.
