Sébastien ONILLON - Customer Success Manager FR/EN

Experiences

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