Bastien Eyme

WORK HISTORY

EDUCATION

SKILLS

ABOUT BASTIEN EYME

I have built, managed and scaled Customer Success and Customer Care teams in hyper-growth scale-up companies, serving customers over the European market. In order to accomplish this, I focused my efforts on the following pillars- Create a strong team culture where each individual is listened to, asked and challenged for his/her ideas on ways to improve the team practices and drive performance- Invest a lot of effort in empowering and growing team members - at all times, each team member including myself needs to have a “get your hands dirty” mindset, a solution-oriented approach and a collaborative spirit- Put customer experience at the center of every business operations- Constantly challenge processes and look for ways to enhance team and cross-team efficiency- Manage with visibility and data, put in place KPI to reflect improvement: “what can\'t be measure can\'t be improved” Driven by learning, I’ve had the opportunity to grow my skills in multiple areas- Managerial skills: recruitment, coaching, mentoring, performance management, workforce planning, public speaking, exec-level reporting, influencing - Tools: Salesforce construction (automations, rules, etc), Support tools setup (Zendesk, Freshdesk, Aircall)- Construction of trackers and KPI measures: churn prevention, NPS action plans, renewals and upselling campaigns. Early stage implementation across plateformes (G-Suite connectors) then scaled to KPI tools