Floriane Lovecchio Pierrot

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Customer Success Manager

Jan 2026 - Current (10 months)

Customer Success Manager - Europe

EQS Group

May 2025 - Jan 2026 (9 months)

Project Coordination & Delivery: Plan and coordinate all stages of the delivery process, including deployment, data migration, and SSO configuration for the EQS Privacy Cockpit platform. Lead customer onboarding: present the solution, set up client access, and provide technical support throughout deployment. Drive product adoption by introducing new features, best practices, and actionable insights to a portfolio of European clients. Promote customer loyalty, ensuring high satisfaction and superior renewal rates. Manage client requests across multiple channels (chat, premium hotline, client portal, and email), ensuring clients derive maximum value. Collect and escalate client feedback to the Product team, proactively suggesting platform and

Customer Success Manager - Mid-Market

Lengow

May 2024 - Jun 2025 (1 year 2 months)

Maintained a deep understanding of company solutions to advise customers on the most relevant features and functionality for their specific business needs. Anticipated and mitigated risk to drive superior renewal rates and increase retention within the Mid-Market portfolio. Identified and grow opportunities, negotiating to ensure expansion within customers to meet revenue targets. Managed complex contracts and the renewal cycle to minimize churn. Served as the primary point of contact for high-level escalations, ensuring a prompt resolution that preserves customer success. Worked closely with Product Management, delivering client feedback that influences the product roadmap.

Customer Onboarding Project Manager, NetRivals

Lengow

Feb 2022 - May 2024 (2 years 4 months)

Owned and managed the end-to-end customer onboarding process for the Netrival’s platform, from commitment to activation. Planned and executed product integration strategies, resulting in significantly reduced integration times and ensuring smooth, successful implementation. Motivated and trained customers to autonomously deploy their price monitoring solutions. Collaborated with integration and support teams to escalate and resolve custom requests and technical issues.

Customer Experience Manager and Localisation Analyst

Rover.com

May 2021 - Feb 2022 (10 months)

Created exceptional, personalized service experiences for customers, serving as the primary point of contact. Consistently delivered best-in-class customer support across all service channels, including phone, email, chat, and social media. Performed regular localization tasks, including new content translation and content revision using CAT tools. Focused on customer retention and overall customer satisfaction, meeting or exceeding all program metrics.

Senior Credit and Collection Analyst

Medtronic

Jan 2020 - Mar 2021 (1 year 3 months)

Credit and Collection Analyst

Medtronic

Jan 2016 - Dec 2019 (4 years)

Analyzed and resolved credit order denials, actively minimizing bad debt write-offs and maximizing cash receipts. Established detailed collections processes and procedures that enhanced the company's collections division. Fostered strong relationships between collections, sales, and customer service teams to streamline financial operations. Conducted intensive inbound and outbound calls to address collection issues with customers in multiple languages.

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Executive Assistant / Assistant Export Sales Manager

Heintzmann Italia S.p.A.

Sep 2014 - Dec 2015 (1 year 4 months)

Drove profitable market expansion by conducting extensive market and competitive analysis, defining strategies to target new, profitable markets. Reduced logistics costs by negotiating favorable shipping rates and creating strategic plans for cross-country goods movement. Managed the full export logistics cycle, preparing all necessary shipment and Customs-compliance documentation. Provided critical support to senior management, supplying data and analysis to facilitate key decision-making and cost reduction strategies. Maintained strong international relationships through multilingual communication (English, German, Italian, etc.) with both customers and international employees.

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Contracting Team Supervisor Switzerland

Dec 2013 - Sep 2014 (10 months)

Led contract negotiations with clients, suppliers, and contractors, ensuring legal compliance and consistency. Supervised department workflow, trained staff on negotiation strategies, and managed escalations. Distributed targets to team members and identified new business opportunities within the Swiss market.

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Partner Care Representative

Jun 2013 - Dec 2013 (7 months)

Enhanced partner retention and satisfaction by efficiently handling general issues and administrative problems, primarily revolving around invoicing. Supported revenue and profitability objectives by effectively communicating product information and maintaining all underwriting guidelines. Served as a key point of contact, resolving a high volume of partner queries via email and phone in a professional and timely manner.

Floriane Lovecchio Pierrot

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Floriane Lovecchio Pierrot

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