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Customer engagement

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I am Marc Olivier Meunier, a Customer Engagement Leader and looking for my next adventure

After 7 years spent pouring oil on the fire of a high growth advertisement technology company (Smartly.io), I am now back on the market.

I believe in creating memorable experiences for the customers.

Track record in a nutshell:

  • Closed and managed the biggest account Smartly has ever had in LTV.
  • Closed and managed a collection of other big digital natives clients such as Fiverr, Walkme, Techstyle.
  • Organised global summits to make customers and users meet our organisation in Helsinki
  • Won the Golden Frog twice (most prized trophy of the company for exceptional cross-functional work)
  • Led the Support tooling team and scale an all-hand support setup from 150 to 550 employees.
  • Organised a cross-company gamified team challenge over 12 months to push for all-hand support adoption (400-550 employees).
  • Converted the Support tooling team into a full blown professional support team with 35 people, tiering, Level 1, 2, 3, offshore and a premium offer.
  • Expanded the support setup to 24/7, video calls, predictive outreach
  • Hired more than 100 people along the way.

My leadership principles

Build trust: be consistent in decisions and actions, keep decision making transparent and explain why.

Be vulnerable: I’m a human being and I act like one, with my flaws. Sharing my ups and downs makes me relatable and creates a safe environment where it’s OK to be genuine and to show up.

Optimise for clarity: don’t optimise for making people feel better. Convey the vision of the company and how to execute it down to the teams. If I don’t get sick of hearing myself repeating the same, it means I haven’t said it enough.

Education First: I believe in education being an accelerator. If someone is interested in learning something, I make sure to enable that. Regardless of the alignment with the company strategy. If they said it to me, it means I succeeded at establishing a safe environment and they have a fire burning inside of them. I won’t be the one blowing it off. I’ll put oil on it.

Hire right: I build high performance teams with as much diversity as possible. Some key aspects I look for: a blend of superstar and rockstars. I strongly believe that A-grade employees hire A-grade employees. I don’t hire someone to tell them what to do, I hire so they tell me what we’re going to do.

Done is better than perfect: foster culture of moving fast, iterating and learning to deliver the best outcomes. It may be rough around the edges, but it works.

Lead by example: walk the talk, and keep improving. I like to show up and be intentional.

Let’s have a chat!

Some companies and organizations like to hear me speak in their events!

By Marc Olivier Meunier

Marc has spent the past 7 years putting oil on the fire of a hyper growth ad tech company. At Smartly.io he was in charge of scaling the support and its culture. He leads by example and puts a lot of emphasis on diversity and inclusion, constantly working to create a safe environment. A warm leader with a passion for memorable experiences and innovation.
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