Jerome Deberteix
Manager, Customer Success
Didcot,Oxfordshire
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 skillset. 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 and creative 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
Overview
25
25
years of professional experience
2
2
Languages
Work History
Manager, Customer Success
Hyland UK Operations Ltd
Maidenhead, Berkshire
12.2021 - Current
- Collaborate with customer success senior leadership to operationalise customer journey by developing and executing on customer success programs and strategies
- Lead the team (6 individuals) in providing key metrics and forecasting, communicating team's performance on a regular basis. Over 100% MBOs constant achievement accross the team
- Conduct account reviews to ensure effective customer contact cadence and interaction, business and value understanding, renewal management, and forecast ability
- Collaborate with team members and cross departmental stakeholders in creation and coordination of mutual goals
- Manage and lead the direction of executing department benchmarks, protocols, and objectives. Assess and track team performance against established metrics and hold direct reports accountable for meeting defined performance standards; provide feedback to employees
- Perform all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations and career development
- Develop team members; coach employees through their personal growth in functional expertise, communication skills and ability to effectively interact with clients and peers. Assist with identifying and developing future leaders
- Operate as a thought leader; contribute significantly to the overall growth and quality of the department
- Serve as an escalation point for issues; provide guidance, drive resolution, and remove obstacles for team
- Execute on the team's strategy and ensure team projects are completed within scope, time, cost, and quality
- Evaluate, define, and maintain process and procedures used by the team, identify opportunities for process improvement and greater efficiency, and serve as an advocate for change
Senior Customer Success Manager
Alfresco Software Ltd
Maidenhead , Berkshire
11.2018 - 11.2021
- 2021: in charge of 50 accounts and $7M ARR portfolio
- Measured against net retention and multiyear renewals. Overachieving my goals made me qualify for Presidents Club 4 years in a row
- Drive retention and growth among my customer base by understanding business needs and delivering success
- Build and execute save plans for accounts at risk of churning
- Deliver and communicate ROI throughout the customer lifecycle
- Marshall resources across Alfresco (Support, Sales, Engineering,...) as needed to support customers' needs
- Share best practices and customer experiences to help customers maximize the effectiveness and value of the Alfresco platform
- Act as the voice of the customer
- Negotiate renewal offers' terms, aligning with Sales Account Managers
- Identify and promote opportunities for customer advocacy
- Track and maintain customer data in relevant tools and systems
Customer Success Manager
Alfresco Software Ltd
Maidenhead, Berkshire
06.2013 - 10.2018
Customer Account Manager
Verizon UK Ltd
Reading, Berkshire
04.2012 - 05.2013
Inside Sales Representative
SAP, formerly Sybase Ltd
Maidenhead, Berkshire
05.2005 - 04.2012
Account Manager
Adler Manufacturing
Slough, Berkshire
02.2000 - 04.2005
Customer Service Representative
Adler Manufacturing
Slough, Berkshire
09.1998 - 01.2000
Education
BTS Commerce International - International Business
Lycée Interprofessionnel Marguerite de Valois
Angouleme, France06-1996
Baccalaureat A1 - Letters and Mathematics
Lycée Privé Beaulieu
Cognac, France06-1994
Skills
- Salesforcecom
- Gainsight
- PowerPoint
- Excel
- Tableau
- Power BI
Timeline
Manager, Customer Success
Hyland UK Operations Ltd
12.2021 - Current
Senior Customer Success Manager
Alfresco Software Ltd
11.2018 - 11.2021
Customer Success Manager
Alfresco Software Ltd
06.2013 - 10.2018
Customer Account Manager
Verizon UK Ltd
04.2012 - 05.2013
Inside Sales Representative
SAP, formerly Sybase Ltd
05.2005 - 04.2012
Account Manager
Adler Manufacturing
02.2000 - 04.2005
Customer Service Representative
Adler Manufacturing
09.1998 - 01.2000
BTS Commerce International - International Business
Lycée Interprofessionnel Marguerite de Valois
Baccalaureat A1 - Letters and Mathematics
Lycée Privé Beaulieu
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