Operations leader with 10+ years of experience across Customer Success, Implementation, Support, and Solutions Consulting in high-growth B2B SaaS environments. Currently leading cross-functional delivery operations across a €4M ARR installed customer base, driving adoption, retention, and implementation performance (+€500K build in 2025).

Proven track record in scaling teams, structuring support functions, and improving customer lifecycle execution, while supporting complex pre-sales engagements on strategic accounts. Strong experience working at the intersection of Product, Engineering, and Sales to improve execution efficiency and customer satisfaction.

English: Fluent
Spanish: Notion

Interests: Cycling · Trail running · Climbing · Tennis · Acting

Skills

Team Management: Extensive experience leading teams, including managing Solution Consultants and previously supervising a team of Implementation Project Managers.
Change Management & Customer Success: Expertise in managing organizational change, including onboarding and offboarding processes, and implementing new operational strategies.
Project Management: Over a decade of managing software and SaaS projects, ensuring timely delivery and high client satisfaction.
Process Improvement: Proven track record of enhancing operational processes, reducing implementation times, and improving customer satisfaction.
SaaS Implementation: Specialized in deploying SaaS solutions, particularly in HR technologies, with a focus on strategic and tactical goal alignment.
Client Relations: Strong ability to manage and resolve client escalations, maintain high customer satisfaction, and foster long-term relationships.

Data analysis (Notion, Data Studio, Looker)
Microsoft Office Suite
Google Apps
AI: Lovable, Claude
API, SFTP, SSO, functional configuration
Redmine, Trello, Slack, Confluence, Jira
Sketch, Adobe Pro
Wordpress, PrestaShop, HTML, CSS

Experiences

Led Operations across Customer Success, Implementation and Support, managing a team growing from 2 to 5 direct reports
Built and structured the Support function from scratch, including processes, prioritization and onboarding
Took ownership of the CSM scope, supporting adoption, retention and customer satisfaction across strategic accounts
Coordinated delivery execution between Product, Engineering, Sales and Operations
Contributed directly to +€500K implementation revenue in 2025
Supported pre-sales activities on complex deals (SNCF, MAIF, Maisons & Cités), improving project feasibility and closing confidence
Managed integration connectors roadmap coordination with engineering teams
Structured internal delivery workflows, KPIs and reporting dashboards
Improved customer experience by reducing friction across implementation and support journeys
Participated in team hiring and onboarding, including recruiting Support and pre-sales profiles
Acted as a key operational interface between business and technical teams
Own operational responsibility for a €4M ARR customer base, ensuring delivery quality, adoption, retention and expansion opportunities across the lifecycle

Lead a team of 15 Solution Consultants/Project Managers implementing UKG solutions (HRSD PeopleDoc & Dimensions):
- Oversee 6-8 projects per team member across Enterprise, Mid-Market, and SMB categories, focusing on solutions consulting, technical integrations, and system configuration.
- Prioritize team development through regular 1:1 meetings, training, and facilitating promotions.
- Ensure project delivery on time with high customer satisfaction, setting team standards and expectations.
- Address client and internal escalations in collaboration with Project Managers and Executive Sponsors.
- Manage resource planning and project prioritization to maintain launch throughput and meet targets.
- Report performance metrics to Senior Management and drive continuous improvement initiatives.
- Work with cross-functional teams (sales, pre-sales, finance, product development, HR, marketing) to enhance customer experience.

As Lead Implementation Project Manager, my role was fous on:
- Led a team of 16 Implementation Project Managers, supporting my manager while managing complex Enterprise projects with a reduced bandwidth of approximately 30%.
- Conducted about 60% of interviews and hiring decisions.
- Conducted bi-weekly 1:1 project status meetings with 8 team members.
- Provided coaching and mentorship to both existing and new Implementation Project Managers through various methods such as 1:1 sessions, knowledge sharing, mock client calls, shadowing, and reverse-shadowing.
- Acted as Executive Sponsor for 80% of my team’s projects.
- Managed client and internal escalations effectively.
- Implemented process and workflow improvements, including problem identification, solution design, and presentation with supporting change management documentation.
- Optimized the Rapid launch process for mid-market and SMB customers, reducing Time to Live by approximately 50%, from 6-8 weeks to 3-4 weeks.
- Crafted and redesigned an Onboarding and Offboarding pathway for customers from inception to implementation.

Tasks & roles:
- Leader of the Customer Success & implementation department: team manager of 4 project manager for 150 clients around the world
- Project management and implementation support for the AlumnForce SaaS solution (mostly for key accounts like: Polytechnique, HEC, Centrale Paris, New York film Academy)
- Coordination of technical, design and product teams
- Product management on the web platform and mobile app
- Relationship manager for national & international customers: change management, training up to 20 persons, website communication and webmarketing strategy
Experience details :
- In 6 years, I manage more than 80 projects with business school, engineering school, university and professional network
- With this 80 projets, it's more than 2,5 millions of people who have been able to activate and manage their profil on the AlumnForce solution
- My client portfolio represent a turnover of more than 1 million of euros without recurring fees and subscriptions

Education

Master's degree (BAC +5) in technology sector: Web, internet, mobile, new media.

Bachelor in: Marketing, Communication, Sales

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ERWAN ROBLOT

Head of Operations (CSM, Implementation, Support & Pre-Sales)

Soft Skills

Technical Skills

Head of Operations (CSM, Implementation, Support & Pre-Sales)

Manager Professional Services

Lead Implementation Project Manager

Customer Success & Implementation Leader

IIM Digital School

Léonard de Vinci - Paris

KEDGE Business School

EGC - Bayonne