Université Paris Dauphine
to june 2011
Best french Executive MBA :
ITIL V3 Certified
Ecole Supérieure de Commerce de TOURS
Business School - Equis certified
to june 1994
to september 2010
- In charge of the contracts :
- Nouvelles Frontières
- Adecco/ Adia
- Air Liquide
- Business Recovery Plan
- Developing and sustaining excellent customer relationships with client contacts:
-Performing the role of SPOC (single point of contact) for each assigned account and for incidents occurring on accounts which have no assigned service delivery manager (SDM).
-Conducting monthly reviews of performance on assigned accounts.
-Ensuring the appropriate documentation is created and managed for identified accounts including the timely production of meeting minutes in a standard format and any other reporting required.
-Measuring and managing performance levels:
Actively monitoring performance throughout the month.
Ensuring monthly reports are collated, analysed and distributed to the relevant parties.
Analysing trends and taking appropriate actions.
-Working with supporting functions to ensure effective corrective actions are implemented in the event of non-achievement of contractual Service Level Agreements (SLA).
-Instigating corrective actions resulting from escalations/customer complaints
-Owning any complaints logged by a client until resolution.
-Working with relevant parties to ensure effective action plans are in place for escalations and that `root cause analysis' is conducted to determine any required corrective actions.
-Managing amendments required to contracts (i.e. additions and deletions) ensuring that any requests for pricing are dealt with in a timely manner. This may involve engagement with Solutions Architects, Sales or the Pricing Centre.
-Working closely with clients to understand their business needs and highlight any account development/new business opportunities to the Sales team.
-Monitoring financial aspects of each assigned account e.g. billing, time and materials requests, ensuring any invoice queries are resolved, profit and loss (P&L
-Strong communicator and collaborator
-Highly motivated and able to work independently
-Strategic direction in customer retention
-Dealing with senior decision makers both internally and externally
-Strong financial acumen and analytical skills
-Account development through independent research and creative approaches