Stephanie Le Gall

Head of Customer Success

Canonical

Aug 2022 - Current (4 years 2 months)

Growing and developing a fully remote based team by 220%. Executing Customer Success strategies focusing on increasing early product adoption (+80% of onboarding performed), offering a qualitative engagement to protect and grow the Enterprise private cloud customer base: 80% Retention rate, 13M Growth identified, increase conversion rate to 30%, results reflected in executive business reviews. Creating a Customer Advocacy program in collaboration with Marketing through Net Promoter Score management. NPS score reaching 42 (+1 point above benchmark) with 30 case studies and public quotes generated in 2024 from the CSM team. Establishing a solid base for Ubuntu Pro Store development moving to a subscription model, based on customers/users feed

Global Operations Manager

Tek Experts

Jun 2020 - Aug 2022 (2 years 3 months)

Served instrumental role in organizational transformation and implementation taking care of 300+ people and participated in 2 successful large-scale corporate restructurings. Enhanced regional branch performance by implementing proven management processes to increase revenue, extend it to Global organization. Oversaw and improved Lead Generation deliveries from 11K booked to 151K end of ear per year through efficient coordination of daily operations. Delivered business strategy and developed systems and procedures to improve operational quality, team efficiency, save on costs and prevent losses. Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs. Implemented innovative program

Customer Success Lead

Tek Experts

Nov 2019 - May 2020 (7 months)

Regional Lead for Customer Success organization International Tek Experts Sofia (Bulgaria) overlooking at 28 individuals, 10 business languages, team built within 1.5 months. Client relationship management in post-Sales mode, management of significant escalations. Strategy development for growing operations and resizing. Empowering individual contributors. Recruiting multilingual talents. Creating projects across regions creating standards for reporting, Account Reviews. Data analysis and optimization: MBR, utilization, KPIs and goals building, reporting to senior executives.

Customer Success Lead

Tek Experts

Jan 2018 - Nov 2019 (1 year 11 months)

Established Regional Lead for Customer Success organization International Tek Experts Sofia (Bulgaria), overlooking 28 individuals, ten business languages, and a multicultural and fast-paced environment. Strategy development for growing operations and resizing. Empowering individual contributors. Recruiting multilingual talents. Reporting to senior executives. Facilitating management of significant escalations. Creating projects across regions: Education Leads, standards for reporting, and Account Reviews. Site Manager's back-up: MBR, coordination between local departments and onsite events, event management.

Subject Matter Expert

Tek Experts

Nov 2016 - Mar 2018 (1 year 5 months)

Assisting Regional Manager in recruitment and assessment of potential candidates. Strategic point of contact for the team, answering all team questions about operations. Enhancing the team's vision through coaching and mentoring. Onboarding plan conception and delivery, planning management. Network development will be done within Hewlett Packard Enterprise and then with Micro Focus.

Customer Representative

Tek Experts

Mar 2015 - Nov 2016 (1 year 9 months)

Dealing with cross functional teams to facilitate CRM: Licenses Sales, Support Renewals, Support Delivery, Product Management, Education and Professional Services based on HPE Product Pillars such as Software / SAAS / Hardware: HP Application Delivery Management (ADM), HP IT Operations Management (ITOM), Data Protector, VM Ware. Markets covered: France, Luxembourg, Belgium, South-Africa. Managing a Portfolio of 100 + Customers, coordinating actions with internal key Teams. Building Business cases to protect or increase client Revenue. Implementation and integration of new processes to enhance Operations and Delivery.

D

Project Manager

Danses dans la Pau Festival

Jan 2013 - Jun 2014 (1 year 6 months)

Dance festival in Pau, South-West of France. Project management in Arts and Culture. Managing action plans defining business outcomes, choreographing assistance, Network Services coordination, working in very short SLA until vote of budgets from Local Council.

L

Content Moderator

La Sauvete

May 2010 - Dec 2011 (1 year 8 months)

Catering / Hospitality project development. Creation of the efficient Networking relationships, coordination of all internal communication to achieve goal within strict deadlines per month and per year.

E

Sales Advisor

Events for restaurants

Jan 2006 - Jul 2009 (3 years 7 months)

Customer Service, bill handling, improving customer experience, team lead. France and – London, United Kingdom, United Kingdom. Personalised customer service and targeted sales to be increased by 15% within a month.

C

Information Manager

CODES

Jan 2004 - Mar 2006 (2 years 3 months)

Customer facing. B2C cyber research. Publishing and redaction of a newsletter, creation and distribution. CRM and database cataloging.

G

Assistant Librarian

GRAHAL

May 2003 - Jan 2004 (9 months)

Database cataloging, collection management, scanning and digital imaging mission for a Service provider for Museum and Cultural entities. Achieve a complete record of a 10.000 objects Collection within 2 months.

Stephanie Le Gall

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Stephanie Le Gall

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