Alexandrin Quenum
Minneapolis,MN
Summary
Bilingual (English/French) Customer Success & Implementation Leader with 10+ years of experience driving client outcomes in SaaS, FinTech, and EdTech sectors. Proven success in managing complex customer relationships, leading cross-functional teams, and optimizing the post-sales journey. Expertise in churn reduction, onboarding, customer engagement, and expansion strategies. Adept at navigating both enterprise and startup environments with a focus on digital transformation, adoption, and long-term customer value.
Overview
15
15
years of professional experience
4
4
Certification
Work History
Customer Success Manager
DrwinTech Inc
Austin, TX
03.2019 - Current
- Increased customer retention by 75% among at-risk accounts through proactive Success Plans and outreach.
- Led onboarding and implementation for new clients, reducing average onboarding time by 50%.
- Orchestrated customer success for SaaS product launch, driving 20% adoption in the first 6 months.
- Partnered with Sales to identify upsell opportunities, boosting expansion revenue by 20%.
- Developed a customer referral program generating $2M+ in new revenue.
- Maintained 96% customer satisfaction rate via strategic relationship management.
- Created client success stories and case studies with Marketing, increasing qualified leads by 10%.
- Mentored junior CSMs, enhancing team productivity by 30%.
Sr. PMO Manager
University of Minnesota
Minneapolis, MN
01.2015 - 03.2019
- Improved stakeholder engagement by 20% through structured QBRs and customer feedback loops.
- Managed a $5.7M product initiative, implementing PMO best practices to ensure successful delivery.
- Oversaw a $7M asset management initiative completed on time and within budget.
- Built performance dashboards accelerating executive reporting by 10%.
Program Manager
Thomson Reuters
New York, NY
12.2012 - 01.2015
- Established a PMO function that enhanced team output by 48%.
- Championed Scrum coaching, improving estimation accuracy by 75%.
- Led multi-disciplinary teams across business and technology (80+ resources).
- Implemented vendor strategies that cut project costs by 60% in 5 months.
Implementation Manager
Gemalto
Paris, France
03.2010 - 12.2012
- Directed eight project managers across more than 30 infrastructure implementations.
- Achieved completion of 74 projects, with a success rate of 87%.
- Managed training sessions for end-users on new system functionalities.
- Designed an onboarding process that reduced time-to-value by 25%.
- Collaborated with executives to enhance project timelines by 17%.
Education
MSc - Technology Management
University of Hertfordshire
Hertfordshire, UK09.2017
BSc - Computer and Information Systems
Paris Graduate School of Management
Paris, France03.2011
Skills
- Customer Success Strategy & Execution
- Onboarding & Implementation Management
- Churn Reduction & Retention Programs
- Renewals, Upselling & Cross-Selling
- Customer health monitoring (QBRs, NPS, CSAT)
- Change Management & Business Transformation
- Agile & Waterfall Project Management
- Stakeholder Engagement & Executive Reporting
- Bilingual Communication (French/English)
- Customer relationship management
Certification
- Certified Customer Success Manager
- Digital Transformation Certification
- Project Management Principles & Practices – UC Irvine
- Communication Certification – University of Minnesota
Languages
English
Full Professional
French
Native/ Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Success Manager
DrwinTech Inc
03.2019 - Current
Sr. PMO Manager
University of Minnesota
01.2015 - 03.2019
Program Manager
Thomson Reuters
12.2012 - 01.2015
Implementation Manager
Gemalto
03.2010 - 12.2012
MSc - Technology Management
University of Hertfordshire
BSc - Computer and Information Systems
Paris Graduate School of Management
Similar Profiles
Esther M. GiesEsther M. Gies
Senior Designer and Design Project Manager at UnispaceSenior Designer and Design Project Manager at Unispace
Matthew SullivanMatthew Sullivan
Server at Centro Restaurant GroupServer at Centro Restaurant Group
Asiya AbdulahiAsiya Abdulahi
Autism Behavioral Therapist at Twincities TherapyAutism Behavioral Therapist at Twincities Therapy
Patrick CostelloPatrick Costello
Senior Account Executive at SAP ConcurSenior Account Executive at SAP Concur
Benjamin GoodmanBenjamin Goodman
Senior Customer Success Manager /Customer Success Manager at SpearSenior Customer Success Manager /Customer Success Manager at Spear