Lausanne, Vaud, Switzerland
I am a seasoned People Leader with more than 15 years of experience building and scaling global customer-facing organizations in the technology and fintech sectors. My career has focused on transforming support functions into strategic assets — strengthening customer experience, embedding operational discipline, and enabling business growth. At Nexthink, I spent a decade establishing and leading the Global Support organization, managing a workforce of 50 across multiple regions. I launched the company’s first non-Sales office in Europe and designed strategies that improved customer loyalty while supporting international expansion. Later, at Beqom, I scaled the support organization from 5 to 35 engineers worldwide, bringing outsourced services back in-house and aligning operations to industry standards. Most recently at Alpian, I have been responsible for developing both the Incident Management and Quality Assurance functions, building them from the ground up to enhance reliability, regulatory alignment, and service excellence. Fluent in English, French, and Spanish, I am passionate about helping startups and scale-ups strengthen their customer-centric foundations and prepare for sustainable growth.
Appointed to establish and oversee the Quality Assurance function in parallel with Technical Support, with a strategic focus on strengthening service reliability, standardizing processes, and ensuring full alignment with regulatory and compliance standards.
- Designed and implemented the Incident Management framework, including its structure, processes, and workflows, significantly enhancing operational maturity and enabling the bank to deliver client services with greater discipline and rigor. - Developed KPI dashboards, metrics, and reporting frameworks from the ground up to drive data-informed decisions and continuous improvement across support operations. - Integrated AI-driven technologies into the support ecosystem to promote ticket deflection and self-service, improving efficiency and customer experience. - Prepared the unit to meet strict regulatory requirements, ensuring readiness for and successful completion of both internal and external audits.
- Scaling up the Customer Support organization from 5 to more than 35 engineers around the world. - Designing and executing the strategy to bring all outsourced services delivery in-house. - Built the structure, processes and workflows to align the organization to the industry standard. - Create all KPIs, metrics and reporting from the ground up. - Aligning the cost of my business unit to a % of the company's ARR. - Incorporating new AI-based technologies to our ecosystem to foster ticket deflection and self-service.
Making our customers happier ;-)
- Scaling up the Support organization (40+ engineers across the world) and managing its growth in the company – including strategy, hiring, mentoring and career paths. - Fostering customer loyalty and high CSAT standards through efficient self-service and ticket deflection mechanisms.
- Design, set-up and go-live of the new Nexthink branch office in Madrid, Spain (7 new hires in 3 months, ready and go-live from scratch in 6 months). - Management of the Technical Support team, its objectives and growth in the company (14 engineers). - Hire, train, coach, mentor and backup support engineers. - Organization of the Technical Support to match the company business model. - Responsible for the implementation and quality of the support processes. - Responsible for the enforcement of the SLAs and creation of KPIs to measure the operations. - Responsible for the improvement and quality of the support experience of the customers. - Responsible for the coordination of critical escalations. - Responsible for the development, optimization and maintenance of the knowledge base and troubleshooting documentation. - Ensure an excellent communication flow between the customers and the support engineers.
Traveled around the world to 8 countries in 3 months!