Myriam L.

Junior Customer Success Manager @Les Sherpas

Ville de Paris, FR

Customer Retention & Experience: •Managed a portfolio of families through a multichannel approach (ticketing, email, phone, WhatsApp/SMS) to ensure a seamless and engaging customer journey.•Monitored and optimized the customer journey by identifying friction points and providing tailored solutions.•Implemented upsell and cross-sell strategies to maximize Customer Lifetime Value and retention.Data-Driven Customer Success:•Analyzed CRM data and key KPIs (NPS, retention rate, churn, qualitative feedback) to understand user behavior.•Identified growth opportunities and designed initiatives to boost customer engagement.•Delivered actionable recommendations to improve user experience and optimize the digital journey.Process Optimization & Voice of the Customer: •Supported clients in adopting new product features and process updates to guarantee a smooth user experience.•Collected and shared customer insights with internal teams to influence the product roadmap and strengthen value perception.Marketing & Growth Collaboration:•Contributed to CRM campaigns (emailing, automation, nurturing) and retention marketing initiatives.•Provided field insights to fuel growth hacking and digital acquisition strategies.•Co-developed data-driven campaigns to enhance customer engagement and satisfaction.

CY Cergy Paris Université

Bachelor’s Degree Marketing Techniques & CRM

Collège du Bois D’aulne

Diplôme national du brevet des collèges

Lycée Jules Ferry

Baccalauréat

ICN Business School

Master in Management Grande École Program