photo de profil d'un membre

Sébastien Sébastien

Head of customer success

allain.sbastien@gmail.com

Résumé

I am passionate about PEOPLE. I believe, PEOPLE can make a big difference!
I care about building a culture of learning by keeping people just outside of their comfort zone and helping them remove self-imposed limitations.
I am a strong leader with a solid background in international business development.
Very customer centric with creative thinking, who pay great attention to the sense of service and communication. I appreciate working in a world where autonomy, initiative-taking, problem-solving, positive thinking and the human dimension are important.
I have achieved 15+ years of experience in Services and SaaS for startups and B2B businesses mainly in EMEA.

Expérience professionnelle

Global head of customer success (onboarding specialist)

LaFourchette

De Mai 2018 à Aujourd'hui

At TheFork, Customer Success Managers are dedicated to the success of our customers.
I am part of LaFourchette's management team and lead the teams that support the post-sale experience of our clients.
In my organisation, I manage 40 customer success managers (onboarding specialists) in 11 countries
Post sales customers are supported by the onboarding specialist (training, setup, upsell, publication), they keep them in their portfolios for 3 months post-publication.
1 customer success manager dedicated to key accounts by country (on-site face-to-face training)
50% of accounts are trained and supported by a customer success manager (face-to-face, phone, webinar solution) and 50% self-boarding (walkthrough software, videos, e-learning site)
After 3 months the accounts are allocated to the account manager for inventory optimization, set up promotions and follow-up of the customer relationship.

Parcours officiels

HEC – Executive Mastère Management unité stratégique

Langues

Français - Langue maternelle

Anglais - Courant