I am a passionate, creative, and visionary leader with a solid International background in developing, directing, and sustaining multicultural high-performance work teams.
Unified Support and Maintenance into a single, high-impact organization of + 30 People (14 Software Engineers, 10 Product Support Analysts, a Support Operations Lead, 1 Staff Engineer, 1 Product Manager, 2 Support Managers, and 2 Engineering Managers) across Nantes, Boston, Sydney, and London.
Built a customer-centric organization dedicated to exceptional service quality, improved product reliability, and seamless user experiences across all regions.
Drove operational excellence resulting in a 25% improvement in SLA adherence, stronger process consistency, and faster issue resolution.
Reduced the mental load for Product Support Analysts through better workload distribution, improved tooling, and clearer specialization.
Strengthened cross-team collaboration and alignment between Product, Engineering, and Support, increasing organizational impact and shared ownership of customer outcomes.
Championed best practices and led the implementation of the company’s first Customer Support product, elevating both service quality and product feedback loops.
Led and empowered global Support teams across Boston, Nantes, and Sydney to deliver a seamless, world-class customer experience, fostering strong cross-regional collaboration and a culture of continuous growth and excellence.
Drove strategic integration of processes, tools, and expertise to ensure high-quality support across all Akeneo products while maintaining a rational and scalable team structure.
Introduced a Support Operations Lead function, implementing initiatives that reduced team workload by 20%, optimized workflows, and ensured a healthy workload balance for Support Analysts.
Enhanced operational efficiency and expertise alignment, contributing to Gartner’s 2023 recognition of Akeneo as Best Customer Support in our industry.
Championed a people-first leadership approach, ensuring teams felt inspired, supported, and equipped to deliver exceptional service across all time zones.
Successfully established Support presence in Boston and Sydney, enabling true follow-the-sun coverage and significantly improving global response times and customer experience for 800+ clients across regions.
Built, led, and developed a high-performing global Support organization comprising Product Support Analysts, Support Engineers, and Team Leads across Nantes, Sydney, and Boston.
Drove strategic direction and team organization by defining clear objectives, aligning workflows, and enhancing operational efficiency, resulting in a 20% increase in SLA adherence.
Structured the Support organization by functional and technical expertise, improving cross-team collaboration and accelerating request resolution times.
Ensured customer satisfaction remained at the core of all support activities, achieving a consistent 4.7/5 CSAT score.
Managed a distributed team of 17 employees, including three direct managers, fostering leadership growth and team cohesion across multiple time zones
Management of incoming requests for the Enterprise version from customers, partners, and integrators.
Follow-up the bug fixes implementation in close collaboration with the Production teams (Product owners and Maintenance). - Planning of production deployment of new patches.
Definition and execution of functional tests to ensure the quality of the patches provided. - Suggestion of product improvements. - Improvement and maintenance of the functional documentation and Knowledge Base (FAQ).
Coordinate cross-team communications with the internal stakeholders (customers, integrators, Professional Services teams, Customer Success, Channel Managers)
Management of optimization projects for Support activity to improve responsiveness and incident processing time.
Participation in the improvement of internal processes with the maintenance and support teams.
Plannification and animation of meetings with stakeholders and clients.
Participation in the improvement of offshore processes with the teams of developers in India (Travel to Mumbai).
Contribution to the recruitment of the team members (interviews in English and Spanish).
Onboarding and implementation of functional and technical training for the newcomers.
Participation in the project's feature teams: Sprint, planning, backlog, retrospective, and demos.
Follow-up of the resolutions and improvement requests of the application in close collaboration with different roles: Analysts, developers, product owners, testers, networks, database, application, or integration.
Monitoring of applications on OSS44, management of incidents, and planned operations in production.
Testing of new releases and patches in test environments.Technical environments: XML, SQL, logs analysis with Nagios. Outlook, Lync, JIRA Service desk, OSS44, DET, E2Reporting, LDAP, Putty, Socrates, Cognos and Drupal
Coordination and follow-up of the enhancement requests and bugs' resolutions in close communication with the different teams: Analysts, developers, networks, DBMS, application, or integration teams.
Testing of new releases and patches in test environments.Technical environment: XML, SQL, logs monitoring with Nagios. Outlook, Lync, JIRA Service desk, OSS44, DET, E2Reporting, LDAP, Putty, and Socrates.
Technical assistance and support for the project of La Société Génerale on the specific software of VPC NOVADIS (coded paper and electronic transfers) and SGTRUST Services.- Monitoring applications and hardware - Analysis of incidents and intervention with application teams and technical operations.- Acceptance tests of the 3D secure payment application.- Incident management monitoring with support in English, French, and Spanish.
Hewlett-Packard software support engineer for telecommunications services.- Quality Assurance Professional: Responsible for the accurate use of support processes following the ISO 9000 standard.
Technical environment: Davox, Sat Plus, Sat 2.5, Gestel, Gescliente, Office Line Communicator, Outlook (Express 4.0/5.0/6 and 2003) with POP3 and Exchange servers, Intranet, Wireless, RAS, LAN
