Customer Operations • Delivery • HealthTech
I build and scale operations that deliver impact, predictability and customer trust.
Customer Operations & Delivery leader with a proven track record in building teams from the ground up, defining KPIs, and orchestrating successful healthcare SaaS integrations. I design processes and metrics that drive measurable improvements in service quality and customer satisfaction.
HealthTech SaaS (B2B/B2C)
API & Widget Integrations
Operational Excellence / KPIs
Stakeholder & Change Management
Customer Operations & Support
10+ yearsleading delivery & operations
40+ projectsend‑to‑end integrations
PMP®PRINCE2®, AZ‑900
3 teams builtPre‑Sales, Delivery, Support
Experience
From pre‑sales to steady‑state support: I align product, engineering and customers to deliver outcomes.
Team Leader, Customer Operations - Synapse Medicine
Apr 2024 - Present • Bordeaux, FR
- Built from scratch and now lead three operational teams (Pre-Sales, Delivery, Customer Support) - managing 5 people.
- Designed and optimized core operational processes, raising customer satisfaction and delivery reliability.
- Developed and rolled out KPIs and dashboards to monitor, steer and continuously improve performance.
Head of Customer Projects - Maltem Insight Performance
Apr 2023 - Apr 2024 • Bordeaux, FR
- Owned all new‑customer projects for Maltem Insight Performance solution delivery, from kick‑off to go‑live.
- Led team management, planning and multi-stakeholder coordination across complex engagements.
- Organized and chaired steering and project committees, ensuring clear communication and alignment.
- Conducted pre-sales, training, and consulting to accelerate adoption and maximize customer value.
Senior IT Project Manager - SOPHiA Genetics
Mar 2021 - Mar 2023 • Bordeaux, FR
- Served as lead project manager for Radiomics, Alamut, and the CE-IVD web platform, operating under Design Control methodology.
- Defined product roadmaps and structured project organization to meet regulatory and business objectives.
- Coordinated cross-functional stakeholders — Data Science, IT, Architecture, Legal, Quality, Regulatory, and Business - ensuring alignment and timely delivery.
Technical Support Manager - Maincare Solution
Mar 2020 - Mar 2021 • Bordeaux, FR
- Managed a 5-person technical support team, accountable for incident resolution and customer satisfaction.
- Directed crisis management and escalations to ensure business continuity for healthcare clients.
- Implemented monitoring and reporting tools aligned with ITIL best practices to improve service performance.
Technical Project Manager - Witbe
Feb 2018 - Dec 2019 • La Défense (FR) & New York (USA)
- Led deployment of Witbe products for a 25-client portfolio across EMEA and the US East Coast.
- Directed team management and scheduling, ensuring on-time delivery.
- Drove end-to-end project communication, chairing steering and project committees.
- Conducted pre-sales engagements, customer training and consulting missions to accelerate adoption.
IT Project Manager - France Galop
Sep 2017 - Jan 2018 • Boulogne‑Billancourt, FR
- Actively contributed to the digitalization of the company’s Information System.
- Led a major dematerialization project, from scope definition to deployment.
- Managed project budget and chaired steering & project committees.
- Designed and delivered training sessions, while driving company-wide communication.
Deployment Project Manager - Carrefour
Jan 2016 - Jul 2017 • Massy, FR
- Led the nationwide rollout of new payment terminals across Carrefour hypermarkets.
- Managed a 3-person team, overseeing planning, budgeting, and cross-department coordination.
- Chaired steering and project committees, ensuring alignment of stakeholders at every stage.
- Directed crisis management and company-wide communications to secure business continuity during deployment.
IT Project Manager - France Galop
Sep 2012 - Sep 2015 • Boulogne‑Billancourt, FR
- Oversaw projects driving the modernization of the company’s Information System, including ERP, HRIS and CRM migrations.
- Delivered end-user training programs to ensure successful adoption across all departments.
- Managed budgets and procurement of IT equipment for the IT department.
Skills
Leadership & Delivery
Project & Program Management
Pre‑sales & Onboarding
Stakeholder Management
SLA, MTTR, KPIs
Risk & Change
Quality & Post‑mortems
Technology
APIs & Webhooks
Cloud (AWS / Azure / GCP)
Docker / Kubernetes
Windows / Linux / Networking
Monitoring & Observability
Jira / Confluence / GitLab
Certifications
PMP®
PRINCE2® Foundation
Microsoft AZ‑900
Languages
French - Fluent
English - Proficient
Education
Master’s Degree (Apprenticeship)
Information System Manager - CESI, Nanterre (France) • Oct 2012 – Sep 2015
Associate Degree (Apprenticeship)
IT Maintenance and Support Manager - CESI, Orléans (France) • Oct 2010 – Sep 2012
Contact
Prefer LinkedIn? Message me on LinkedIn.