“I value collaboration, implication and the collective intelligence. I am very proud of my team, as we have been able to adjust these values to the context of remote working which is now the norm after the first confinement.”

I joined DIRECTSKILLS in August 2016 as a Support Manager with the aim of improving the speed and quality of the responses provided by the support team to our customers. Today I am the Director of Customer Service, which includes Support, Build and Run Services.

Amazing challenge, how did it happen?

With my team, 6 months after my arrival, we had already managed to greatly improve our relations with our customers by putting their concerns back at the center of our activity.

This has been achieved by a changing the processing of tickets, as well increasing the functional team competencies to provide our customers with a quick and relevant response. The internal objectives were twofold: to raise the skills of the team and to streamline the exchanges for a better collaboration. Today there is a real customer recognition on our responsiveness, which sets us apart from our competitors and creates a real trusted relationship with them. For me, it is an important source of satisfaction and motivation. Then, at the beginning of 2018, I became Head of the Run Service, which integrated the Support Department as well as the Project Managers in charge of monitoring our customers. Then more recently, since May 2020, I became Director of Customer Service, integrating in addition the deployment of new customers.

What is your role as Client Service Director ?

The purpose of Customer Service is to support customers from the moment they have signed and for the entire duration of their relationship with DIRECTSKILLS. To achieve this objective, our actions are divided into three parts:

  1. The deployment of new customers, with teams of Project Managers / consultants, in charge of the implementation of the solution, while reviewing the existing interim processes already in place at the customer. We get involved in the design of the solution and if necessary, we support the processes changes to make our solution effective. This is the Build Service.
  2. Provide attention to deployed customers after their deployment phase. The customer continues to have projects, questions as well as improvement requirements on our solutions. We ensure this follow-up to hit full customer satisfaction. This is the Run Service.
  3. On time customer support to respond to any issue related to the usage of our solution. The support team is also fixing product issues. And my role is to oversee all those aspects!

As manager what are the area you are focussing the most?

It is really important for me to involve each member of my team in the decisions: I make them acccountable and responsible for the Service evolution. I value collaboration, implication and the collective intelligence. I am very proud of my team, as we have been able to adjust these values to the context of remote working which is now the norm after the first confinement.

What do you like to most in your current job?

In two words: diversity and challenge. The difficulty in my position, which is above all a motivating challenge for me, is to be present on several fields at the same time : you have to choose your priorities without abandoning the rest.

I like to be in direct contact with teams and customers. This close relationship allows me to improve the skills from the team and get direct feedback from them. The customer stakeholders are diverse, so I address very different topics.

Overall we are not bored! As a member of the management team, I can express the voice of my team and customers and thus influence the strategic choices of the company. Having challenging missions on a daily basis and being able to make a difference in the long term are two pillars of my motivation at DIRECTSKILLS.