Jonathan T.
Senior Customer Success Manager @EPSA
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WORK HISTORY
Senior Customer Success Manager @EPSA
Lyon, FR
o Supporting client onboarding and leading post-launch support. o Setting up dynamic customer support channels—portals, knowledge bases, CRM co-management—plus implementation of a knowledge management tool and comprehensive documentation to keep clients connected and thriving. o Holding webinars, editing user-guides, and hands-on workshops that empower clients to weave our solution into their core business workflows. o Handling client requests, rallying technical and ops teams to resolve issues swiftly and effectively. o Internal cross-functional and interteam process mapping, development, and implementation to ensure seamless platform adoptiono Driving regular performance reviews and mining user feedback for actionable improvements that fuel ongoing success.
EDUCATION
ESSCA
Master 2, Marketing/Marketing Management, General
De La Salle University
Bachelor of Arts (B.A.), International Relations and Affairs
SKILLS
ABOUT JONATHAN T.
Cross-functional polyglot with a cumulative international experience of 9 years in SAAS with a focus on Customer Success Management, International Account Management, Implementations and Project Management. Successful management of portfolios consisting of over 25 consumer brands worldwide (EMEA, LATAM, NORAM, APAC)+400% growth in licenses with about 100+ projects/implementations deployed and 5 multinational pharmaceutical brands where I have a record of 0% churn in 2 years time and 20% upsell.
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