Sébastien ONILLON
Customer Success Manager FR/EN
Customer Success Manager Google Workspace
Revevol
January 2018
to January 2023
Full-time
Paris
France
- Serve as post-sales point-of-contact for international Google Workspace key Enterprise customers like Air Liquide, Solvay, Chronopost, Euralis
- Present new features of Google Workspace and help customers understand the impacts on their environment
- Help in the resolution of functional product-related issues
- Partner with Google on Google Workspace Alpha & Beta features, manage end users' feedback
- Develop a targeted adoption plan for Google Workspace, based on opportunities to increase user adoption and engagement
- Proactively work with medium to large enterprise customers, interacting with various levels of management (ranging from managers to C-level executives)
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user adoption
- Develop and conduct Quarterly Business Reviews to measure Google Workspace adoption, present product roadmap, assess progress against goals, assess opportunities for improvement, assess the overall impact of Google Workspace
- Partner with sales to identify renewal, expansion and up-sell opportunities
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
- Ability to effectively manage customer expectations and create realistic expectations
Customer Success Manager
Bynder
September 2016
to January 2018
Full-time
Amsterdam
Netherlands
- Serve as primary post-sales point-of-contact for international customers
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Proactively work with medium to large enterprise business customers, interacting with various levels of management ranging from managers to C-level executives
- Develop a targeted adoption plan, based on opportunities to increase user adoption and engagement
- Proactively identify customer health risks, and leverage internal teams to mitigate non-renewal (churn) risk
- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user adoption
- Develop and conduct Quarterly Business Reviews (QBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Bynder
- Partner with sales to identify renewal, expansion and up-sell opportunities
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
- Ability to effectively manage customer expectations and create realistic expectations
Owner
WebFairly
Since May 2016
France
- WebFairly is an unlimited support service for WordPress websites.
Struggling with your WordPress website? Your first job is free on webfairly.com (French only)
International Customer Success Manager
iAdvize
December 2015
to September 2016
Full-time
Nantes
France
- Serve as primary post-sales point-of-contact for customers
- Proactively work with medium enterprise business customers in e-commerce
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Create e-commerce engagement strategies aligned with customers' business goals and analytics
- Develop a targeted adoption plan, based on opportunities to increase user adoption and engagement
- Proactively identify customer health risks, and leverage internal teams to mitigate non- renewal (churn) risk
- Develop and conduct Business Reviews to assess progress against goals, assess opportunities for improvement
- Ability to effectively manage customer expectations and create realistic expectations
Performance Manager Medium Business
iAdvize
July 2015
to December 2015
Full-time
Nantes
France
- Serve as primary post-sales point-of-contact for customers
- Proactively work with medium business customers (French market)
- Create online engagement strategies aligned with customers' business goals and analytics
- Analysis of traffic metrics (Google Analytics)
- Periodically report KPIs to clients
- Onboarding of new customers and help in implementing the solution
Marketing & Communication Assistant
Biomatlante
September 2013
to July 2015
Cooperative Education Work
Nantes
France
- Biomatlante specializes in producing synthetic biomaterials for bone regeneration and is a world leader in bone graft technologies, selling its products in over 50 countries. Biomatlante’s products are routinely used in orthopaedics and trauma surgery, in spine, ENT, stomatology and dental surgery.
- International event management: AAOS (New Orleans, Las Vegas), IDEM (Singapore), IDS (Köln), EAO (Rome et Stockholm), EUROSPINE (Lyon) and SOFCOT (Paris)
- Full website redesign and lead magnet design to improve the lead generation
- SEO & SEM reporting and recommendations
- Conversion rate optimization
- Emailing nurturing campaigns
- Brochure design and copywriting in French & English
- Video editing
- Business intelligence
- HTML / CSS
- PHP / SQL
- WordPress
- French (mother tongue) (Voltaire certification)
- English (fluent)
- ITIL Foundation Certification