Gilles Guillaume`

• Built and lead team of 8 Customer Success Managers • Defined Customer Success engagement strategy across 1,200 customers • Implemented segmentation model enabling scalable engagement across customer tiers • Created Customer Success Hub centralizing playbooks, processes, and governance • Implemented dashboards tracking engagement coverage, escalations, and milestones

• Managed enterprise logistics customers including Ikea, Westwing, and Home24 • Acted as strategic advisor to enterprise customers, driving adoption, governance, and value realization • Helped customers optimize last-mile delivery orchestration using Urbantz SaaS platform

• Managed €10M enterprise SaaS portfolio including Orange, Proximus, and Telenor • Acted as strategic advisor to enterprise telecommunications customers, driving adoption, governance, and value realization across Salesforce cloud platforms • Prevented €2.5M churn through escalation management and executive alignment • Supported enterprise upgrades including Signature Success Plan (>€500K value)

Talkwalker was acquired by Hootsuite! • Managed 50+ strategic accounts across Belgium, France, and Spain • Portfolio value €1.3M ACV with €200K expansion revenue • Maintained 93% retention through proactive engagement • Delivered product training and strategic workshops in English, French, and Spanish

• Tracked deals such as equity deals, mergers, acquisitions, debt rounds and ICOs by researching records pertaining to the nancing information of entrepreneurial companies through news articles, press releases, SEC forms, government lings and social media announcements • Contacted executive level to verify and update company financing data and other proprietary information