Jerome Lefebre
Barcelona
Summary
Collaborative multi-tasking manager well-known for creating positive workplace culture and high-performing teams. Demonstrated success expertise, including efficient onboarding structure, documentation and process improvement. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
4
4
Certification
Work History
Customer Success Manager
AhoyConnect
Remote
09.2021 - Current
- Early-stage startup full-stack success management
- Process setup and documentation, knowledge hub via Notion
- Strategic planning of success cost center
- The onboarding timeframe was reduced by 70% to 7 working days
- CRM setup further reduced handover to CS by 86%
Customer Success Lead DE/ES
Olinda SAS Qonto.com
Paris
11.2020 - 09.2021
- Continuous improvement (Kaizen) on team level.
- Direct management of success managers
- Strategic planning to surpass KPIs
- Maintained energy and enthusiasm in fast-paced environment.
- Optimized self-serve options and reduced workload of Tier 1 by 21%
Senior Social Media Lead
Avis Budget Group
Budapest
02.2020 - 11.2020
- Reducing Tier 1 involvement by 18% by increasing self-serve options
- Implementation of Bold360 software in under 30 days
- Self-serve score improved from 9 to 28% within first 3 months
- eNPS 63% after initial 6 months in the team
Lead Community Manager DE/JAP
Dropbox
Athens
02.2019 - 02.2020
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity according to 6 Sigma methodologies
Community Support Lead Team
Dropbox
Athens
09.2018 - 02.2019
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Promotions Team Leader
Mansion Holdings Ltd
Gibraltar
02.2016 - 09.2018
- The implementation of Notion was one of my key achievements here and reduced the promotion build time by nearly 30%.
- Aligned teams across 3 continents
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Improved operations through consistent hard work and dedication.
Country Manager
Fairload Ltd
Sliema
04.2015 - 02.2016
- Gathered information on competitor activities and market trends to enhance strategic decision-making.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Recruited, trained and coached 9-member team to support company growth.
Education
Bachelor of Arts - Business Administration
02.2011
Skills
- Renewal Opportunities
- Google Apps
- Client Rapport-Building
- EQ IQ
- Operational Efficiency
- Best Practices and Methodologies
- Collaborative Environments
- Customer Objectives Reviews (COR)
- Revenue Quotas
Certification
- CM - Certified Manager Certification
- 6 Sigma Green Belt
- Aspireship Customer Success Certification
- Masterschool Data Analytics
Hobbies
Mountain runner and outdoor fan. Recently started playing padel and crushing it!
Languages
English
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
French
Advanced (C1)
Spanish
Intermediate (B1)
Portuguese
Intermediate (B1)
Timeline
Customer Success Manager - AhoyConnect
09.2021 - Current
Customer Success Lead DE/ES - Olinda SAS Qonto.com
11.2020 - 09.2021
Senior Social Media Lead - Avis Budget Group
02.2020 - 11.2020
Lead Community Manager DE/JAP - Dropbox
02.2019 - 02.2020
Community Support Lead Team - Dropbox
09.2018 - 02.2019
Promotions Team Leader - Mansion Holdings Ltd
02.2016 - 09.2018
Country Manager - Fairload Ltd
04.2015 - 02.2016
University of Vienna - Bachelor of Arts, Business Administration
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