Florian Allard
Customer Success Manager @ETAP Software
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WORK HISTORY
Customer Success Manager @ETAP Software
Paris, FR
In charge of managing industrial key accounts portfolio, I leverage my experience in the engineering and data world to serve the software industry.• Analyzed customer feedback and usage data through Power BI to drive product improvements.• Leveraging data-driven insights from incident tickets to drive continuous software improvement.• Implemented proactive customer outreach strategies to increase customer satisfaction and maintain a high level of engagement.• Conducted regular check-in calls with clients to identify pain points and provide personalized solutions, to avoid customer churn.• Collaborated with cross-functional teams to develop and execute customer success plans, leading to increase up-sell and cross-sell opportunities.• Creation of CSM dashboard to track activities by customer.• Adaptation of the playbook (Land Adopt Expand Renew) to align with the industry sector in which we operate.
EDUCATION
Université de Toulon
DUT GIM, Electrotechnique, Informatique, Automatisme, Maintenance
Rouvière
Baccalauréat STI électrotechnique
SKILLS
ABOUT FLORIAN ALLARD
I started my career in 2010 as a SmartPlant Electrical Administrator in the Environment Division at CNIM. Over the years, I broadened my expertise by contributing to major projects at Technip, a leading engineering company in the oil and gas sector. There, I worked as a Specialist in Engineering Software (AVEVA/SMARTPLANT) and BI Reporting within the Instrumentation & Electrical Onshore & Offshore Team Support division. Today, I leverage my extensive experience in engineering and data to support the software industry as a Customer Success Manager.
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