Jerome Deberteix
Manager, Customer Success
Didcot
Summary
Knowledgeable and performance-driven Customer Success Manager, with a wealth of experience in managing multiple accounts, effectively driving product adoption and customer satisfaction, and an outstanding retention and expansion track record. Strong customer orientation, communication, listening and negotiation skill set. Ability to successfully lead and manage a team of people. Excellent collaboration skills, efficient at driving upselling and advocacy KPIs as well as escalation solving and roadblocks removal. Constructive, creative and strategic mindset, with an eye for detail and a proven capacity to think thoroughly and outside the box, in any situation. Thriving both as a team member and a single contributor
Skills
Salesforce.com
undefinedWork History
Manager, Customer Success
Hyland UK Operations Ltd
Maidenhead , Berkshire
2021.12 - Current
- Contributed significantly to talent acquisition
- Fostered team-spirit culture, as well as successes and best practices sharing
- Drove overachievement of upsell/cross sales and advocacy goals
- Championed advocacy initiatives, resulting in massive buy in and accomplishment from team members
- Developed and coached direct reports, leading to two effective promotions, and two under review
- Initiated recurrent 1-2-1s with Renewals and Sales Leadership to align, collaborate, and remove silos
- Joined forces with Product Marketing and Presales on webinar sessions and agenda
- Collaborated with Product Management on product roadmap streamlining and tailoring
- Cooperated with Customer Success peers and HR on relevant success managers' job levels update
- Suggested, planned and coordinated efforts on internal Product Reference Guide
- Played instrumental role in client satisfaction by working with operational teams for timely resolution of escalations
Senior Customer Success Manager
Hyland UK Operations Ltd, following acquisition of Alfresco Software Ltd
Maidenhead , Berkshire
2013.06 - 2021.11
- Promoted to Senior in November 2018
- Proactively managed 50 accounts generating $7M ARR by 2021
- Established accurate renewals forecast
- Outperformed retention, growth and multiyear goals, qualifying for Presidents Club 4 consecutive years
- Identified numerous opportunities for Professional Services, expanding company's footprint
- Contributed significantly to churn reduction by executing save plans
- Leveraged resources internally, which helped customers achieve their goals, and remove roadblocks
- Identified and promoted opportunities for customer advocacy
Customer Account Manager
Verizon UK Ltd
Reading , Berkshire
2012.04 - 2013.05
- Owned commercial relationships of 100 small to mid-tier customers, providing service management
- Secured existing business, by proactively renewing expiring contracts
- Repeatedly identified cross selling/upselling opportunities
Inside Sales Representative
SAP, formerly Sybase Ltd
Maidenhead , Berkshire
2005.05 - 2012.04
- Drove software updates and upsells
- Focused on cross selling, and channel sales
- Overachieved team target in 2007, which resulted in qualifying for Presidents Club
Education
BTS Commerce International - International Business
1994.09 - 1996.06
French Technical Degree Standing for Qualified Technician Degree
A State certified degree, prepared in two years
Baccalaureat A1 - Letters and Mathematics
1991.09 - 1994.06
French equivalent to A-Levels
Accomplishments
- Gainsight Customer Success Leader Certified Professional; Advanced Customer Success Manager Certified Professional; Customer Success Manager Level I, 2021-2022
- Partner Success Program at Alfresco, until the Hyland takeover. 04/2020 – 10/2020
- Presidents Club winner. 2008, 2015-2018
Interests
Music, concerts, cinema, TV series, cooking, board games, impressionism, running, cycling, tennis, dancing, travelling, hiking, photography. Former Meetup groups' creator and organiser
Overview
18
18
years of professional experience
5
5
years of post-secondary education
2
2
Languages
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