Francois Bougault

About Francois Bougault

Senior fintech leader with a breadth of experience driving innovative solution development, professional services delivery and client support. Highly self-motivated with proven ability to lead cross-functional teams to solve complex problems. Excellent verbal & written communicator with ability to interface equally with clients & internal stakeholders across the delivery team & C-suite.

Experience

1. Director Client Support - Americas

   Kyriba

   Jan 2022 — Present

   Lead 3 teams of 7 to 10 individuals to support clients in North and South America with treasury, risk, payment and working capital solutions - Maintain outstanding KPIs (CSAT, MTTR, backlog) and introduce new metrics (First Response time, Response time, SLA.)- Created new ServiceNow dashboards to help consultants manage their workloads, gather accurate information and report to executive management - Restructured the team organization towards pillars of competencies: client relationship (with Support Account Managers), product expertise and technical knowledge - Improved services provided to premium and platinum clients with higher KPI requirements, structured client meetings and dedicated monitoring - Developed new processes to improve overall quality of service with daily reviews, template creation, case best practices and training program - Reviewed and reinforced global incident management to improve client communication, resolution time and root cause analysis - Provide 24/7 support to clients through our global support solution, manage client relationships and major escalations - Hired new members and retain key individuals - Established strong relationships with internal teams and key stakeholders: Customer Success, Product, Professional Services, Operations, Account Management, Sales

Education

• Université de Rennes I

  Master's degree, Computer Science

  2005 — 2008

• Université de Rennes I

  Bachelor's degree, Mathematics and Computer Science

  2003 — 2005