Open to opportunities

Maya S

@mayas

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Experienced customer success and support leader driving operational transformation.

Senegal

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What I'm looking for

Je recherche un rôle senior en customer success ou support operations où je peux piloter la transformation opérationnelle, optimiser workflows, encadrer équipes internationales et améliorer la rétention clients.

Je suis une dirigeante expérimentée des services clients et des opérations support avec plus de 20 ans d’expérience internationale, spécialisée dans la transformation des services support, l’optimisation des processus et la gestion d’équipes multiculturelles. J’ai conduit des refontes globales de services, supervisé des équipes jusqu’à 60 collaborateurs, géré des portefeuilles de plus de 300 comptes et produit des reportings KPI et SLA pour la direction.

Mon parcours inclut des responsabilités senior en support et gestion de comptes pour des organisations internationales (Kratos Defense, Generali/IRIS, ST Engineering/iDirect, Deltek), où j’ai piloté des déploiements CRM, restructurations d’équipes, programmes TAC proactifs et stratégies de fidélisation et renouvellement. Je privilégie l’amélioration continue, l’alignement des ressources sur les workflows et la rétention client dans des environnements techniques complexes.

Experience

Work history, roles, and key accomplishments

Senior Consultant, Support Services

Kratos Defense

Jan 2022 - Jan 2024 (2 years)

Led a global redesign of customer support services, redefining workflows across US, Europe and Asia and delivering monthly KPI reports to leadership to improve operational alignment.

Support Transformation KPIs Gap Analysis

Senior Director, Accounts Management

IRIS, Powered by Generali

Jan 2021 - Jan 2022 (1 year)

Managed strategic accounts across Western Europe and the US, drove renewal and retention strategies, and coordinated cross‑functional teams to deliver compliant SOWs and monthly reporting.

Key Account Management

Manager, Inside Sales & Customer Renewals

ST Engineering - iDirect

Jan 2017 - Jan 2021 (4 years)

Oversaw global support contract renewals for 300+ accounts, supported commercial teams during critical client situations and contributed to CRM deployment and KPI performance tracking.

Renewals Management CRM Account Management KPI Tracking Sales Support Crisis Management Global Operations

Manager, Customer Success Operations

ST Engineering - iDirect

Jan 2013 - Jan 2017 (4 years)

Managed customer success operations, restructured support teams, implemented a proactive TAC program and led international training and career matrix development.

& Customer Success Change Management

Senior Manager, Global Support

Deltek

Jan 2006 - Jan 2011 (5 years)

Managed four global ERP support teams, led process and tool redesigns, and owned KPI reporting while contributing to product SDLC and quarterly business reviews.

ERP Process Design KPIs SDLC Support Tools