Sue Nabeth Moore

Experience

• 

  IÉSEG School of Management

  Professor of Customer Success

  Sep 2022 - Present

• Customer Success Excellence

  Customer Success Excellence Judge

  May 2022 - Present
• 

  European Customer Experience Organization (ECXO)

  Ambassador & Founding Member - French Chapter

  Dec 2020 - Present
• 

  Canopy Community

  Coach in Customer Success

  Mar 2019 - Present
• 

  Success Chain

  Co-Founder

  Nov 2018 - Present
• 

  Engage Paris

  Co-Founder

  Oct 2018 - Present
• 

  Success Track Enterprise

  Customer Success Leader, Founder

  Aug 2016 - Present

  • Success Track Enterprise (now evolved into Success Chain) provides advisory services to help companies define and refine their customer success organizations. Through a pragmatic framework (OPT-IN²), we help create a mutual growth machine for suppliers and their customers:
  • Helping your customers be successful in achieving their expected business outcomes
  • Generating greater revenues, profitability, reputation and success for suppliers
  • Operating on an international basis, Success Track Enterprise offers customer success consulting, coaching, mentoring, training and career evolution services:
  • Web site: https://successtrackenterprise.com
  • Online and instructor-led CS training and certification programme for suppliers (customer success teams and customers): https://successchain.net
  • Le blog Customer Success : http://customer-success.fr/en
  • Some consulting and mentoring collaboration references: Akeneo, Koble, Outsystems, Deolan, Cegid, Agorapulse, Isabel Group, Behavioural Response, Shopify, Dataiku, Github, Rentalcars, Rocket School, Grenoble Business School, H2 University,...
• 

  Success Chain

  Founder Customer Success Chain Meetups, Paris and Lisbon

  Jun 2016 - Present
• 

  Rocket School

  Customer Success Professor

  May 2020 - Sep 2022
• 

  Nalia

  Customer Success Advisor

  Feb 2020 - Sep 2022
• 

  Customer Success Mastermind

  Co-Founder

  Mar 2019 - Jan 2021
• 

  Everwise

  Mentor in Customer Success

  Nov 2017 - Sep 2022

• Customer-Success-Europe

  Co-Founder

  Feb 2017 - Aug 2018

• Management Consultancy

  Customer Success Leader

  Dec 2015 - Jul 2016
• 

  IKO System - A Sidetrade company

  Customer Success Director

  Mar 2014 - Nov 2015

• Micropole

  Intrapreneur - Change Management and Customer Success Founder/Director

  Sep 2010 - Feb 2014

  • Practice director: customer success and change management
  • Intrapreneur: creation of P&L centre for a new practice (customer success and change management)
  • Design and commercialisation of a customer success and change management methodology: B.B.C. (Boosting Business Change)
  • Adaptation of B.B.C. methodology to accommodate different human challenges of related software (CRM, MDM, BI, Collaboration, ECM, ERP,...) to reach business outcomes for our clients
  • Invention of customer value framework: AM-PM (Activity Metrics and Performance Metrics)
  • Management of a team of 7 senior international change management consultants
  • International management consulting - change management, business analysis, process modeling and optimisation, project management (CRM, MDM, ECM, portals, business applications):
  • Pole client references : BNPP RE, Lafarge, Biogaran, GRT Gaz, Safran, Technip

• Micropole

  Senior CRM and Change Management Consultant

  Sep 2007 - Aug 2010

  • Functional customer relationship management consultant
  • Redesign of marketing and sales processes
  • Mapping of processes + needs and shortlisting with different CRM market tools
  • CRM change management: organisation, processes, methods and tools
  • Design of a CRM change management methodology
  • Client references: Caylon, Tarkett, Fortis, Ageas, EIM Hedge Funds
• 

  Alcatel-Lucent Enterprise

  International Change Manager (Sales Processes)

  Feb 2004 - May 2007

  • Alcatel University - change management for corporate sales processes and tools (CRM + tendering)
  • Definition and implementation of the change management strategy and plans
  • International roll out - EMEA, USA and Asia
  • Change management and on-boarding of Lucent and Nortel sales teams
  • Training approach and conception of training material (why, what, how, organisation, process, tools)
• 

  Alcatel-Lucent Enterprise

  International Change Manager (Sales Processes)

  Feb 2004 - May 2007

  • Alcatel University - change management for corporate sales processes and tools (CRM + tendering)
  • Definition and implementation of the change management strategy and plans
  • International roll out - EMEA, USA and Asia
  • Change management and on-boarding of Lucent and Nortel sales teams
  • Training approach and conception of training material (why, what, how, organisation, process, tools)
• 

  UNESCO

  Digital Marketing and Communication Consultant

  Jul 2003 - Jan 2004

  • Benchmarking of the marketing approach for the Web sites of UNESCO and the OCDE (Paris).
  • Aim - vulgarise the missions of each organisation to the general non-specialist public.
  • Analysis and benchmarking of the two Web sites.
  • Auditorium presentation of analysis and recommendations to UNESCO and OCDE - 40 stakeholders
• 

  Radiall

  Customer Service and CRM Manager

  Jul 1999 - Jan 2003

  • CRM Project Manager - Europe and USA.
  • Implementation and optimization of client-facing processes (quality follow-up, customer relationship after sales, supply chain, European intracommunity tax ...).
  • Design and orchestration of the client-centric process for the transfer from French Francs to Euros.
• 

  Radiall

  Export Sales Manager

  Oct 1992 - Jun 1999

  • Responsible for export sales in geographical areas (Middle East, Europe, Australia, Asia).
  • Participation in business development activities :
  • Launch of new products and solutions.
  • Contribution in the creation of an international joint venture (U.S.A) and subsidiary (Japan).
• 

  Hella

  Customer Quality Assurance Manager

  May 1990 - Oct 1992

  • Introduction and follow-up of a client quality process between the German HQ and the French subsidiary
  • Provision of quality coordination services to French car manufacturers (Renault, PSA)

• Labinal

  Export Sales Manager

  Oct 1988 - May 1990

  • Sales devlopment for Middle East and Africa
  • Responsible for sales development across a network of agents
  • Set up of the UK subsidiary
  • Supervision of export sales processes

• Labinal

  Export Sales Manager

  Oct 1988 - May 1990

  • Sales devlopment for Middle East and Africa
  • Responsible for sales development across a network of agents
  • Set up of the UK subsidiary
  • Supervision of export sales processes