JEREMY COUDERC
Berlin
Summary
Customer Success professional with 6+ years of experience supporting B2B customers in technical and hardware-driven environments, including additive manufacturing. Proven track record in onboarding, training, and enabling customers to successfully adopt complex solutions. Experienced in troubleshooting technical challenges, collaborating with engineering and product teams, and acting as a trusted advisor to drive long-term customer value across EMEA.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Guest Experience Recovery Specialist
Numa
Berlin, Land Berlin
07.2024 - Current
- Own complex and high-risk customer situations, acting as the primary point of contact to investigate issues, resolve escalations, and restore customer trust.
- Diagnose root causes of customer problems by analyzing workflows, system behavior, and operational processes, coordinating solutions across multiple internal teams.
- Communicate technical and operational findings clearly to customers, translating complex issues into understandable next steps and resolutions.
- Design structured recovery plans for dissatisfied customers, improving retention and long-term satisfaction.
- Build strong stakeholder relationships through transparency, empathy, and consistent follow-through.
- Document recurring issues, solutions, and best practices to support continuous improvement and internal knowledge sharing.
- Use customer data and feedback to identify systemic issues and propose process improvements.
Customer Success Manager
Formlabs
Berlin, Germany
07.2021 - 03.2022
- Acted as a trusted technical advisor for enterprise customers, supporting the adoption of additive manufacturing solutions across diverse production environments.
- Led structured onboarding, training sessions, and enablement workshops, helping customers integrate hardware and software solutions into their workflows and reduce time-to-value.
- Troubleshot complex technical, workflow, and integration challenges, collaborating closely with Product and Engineering teams to resolve issues and improve customer outcomes.
- Managed a portfolio of 300+ B2B accounts, proactively identifying risks, driving engagement, and improving long-term retention.
- Developed and maintained customer success plans, aligning business objectives with product capabilities to maximise ROI.
- Produced KPI reports on usage, adoption, and account health, using data to guide proactive outreach and support strategies.
- Created internal and customer-facing documentation, best practices, and enablement resources to support scalable success.
- Conducted quarterly business reviews and value workshops, presenting ROI calculations and strategic roadmaps to senior stakeholders.
Senior Customer Care Agent
Formlabs
Berlin, Germany
01.2019 - 07.2021
- Delivered advanced technical support, optimizing workflows and troubleshooting integration issues for enterprise clients.
- Facilitated cross-functional collaboration with Product Management and Customer Engineering to reduce support tickets and improve product offerings.
- Trained internal teams on customer engagement best practices, enhancing overall client satisfaction.
Customer Care
Formlabs
Berlin, Germany
05.2017 - 01.2019
- To troubleshoot and resolve printer issues, from checking and educating users on their files, to pinpointing printer problems and sending printer to repair.
Senior Customer Support Expert
SumUp
Berlin, Germany
10.2016 - 05.2017
- Resolved escalated client issues efficiently, improving team response times and service quality.
- Supported onboarding and training of new team members, fostering a collaborative and client-centered support environment.
Customer Support Expert
Sum Up
Berlin, Germany
08.2016 - 09.2016
- Provide customers customers with technical support for the SumUp and Payleven hardware devices, as well as find quicker ways to troubleshoot.
- Support with any inquiries, as well as liaison with the Sales team for any lead queries.
- Accurately document, research and resolve customer issues.
- Managed high call volume with tact and professionalism.
Senior Customer Service Executive
Booking.com
Berlin, Germany
04.2015 - 07.2016
- Built strong relationships with key partners, using data-driven insights to enhance performance and client satisfaction.
- Acted as a point of contact for escalated cases, collaborating with internal teams to resolve complex issues.
Customer Service Executive
Booking.com
Berlin, Germany
01.2014 - 03.2015
- Provided support to guests (pre- and post-booking) and to accommodations (Accommodation Support Specialist) by phone and email, provided feedback to the innovation team in the headquarter.
- Resolved complaints with proactive problem-solving and analysis.
- Responded to customer queries and provided excellent customer service.
Education
Master of Arts - Psychology
Unversity of Dundee
Dundee, Scotland 09.2008 - 05.2012
Web Development Certificate - Web Development
Ironhack
Berlin08.2023
Skills
- Customer Enablement & Training
Delivering structured onboarding, product training, and workshops to ensure fast adoption and long-term success - Technical Problem Solving
Troubleshooting complex product, workflow, and integration issues in collaboration with engineering teams - Hardware & Software Adoption
Supporting customers in implementing and optimizing technical solutions in production environments - Cross-Functional Collaboration
Working closely with Product, Engineering, Sales, and Support to resolve issues and improve customer outcomes
- Customer Lifecycle Management
Managing onboarding, success planning, renewals, and long-term relationship development - Documentation & Knowledge Sharing
Creating internal and customer-facing guides, workflows, and best practices - CRM & Reporting
Maintaining accurate customer records, tracking KPIs, and driving data-informed engagement strategies - Multilingual Communication
Fluent in English and French; experienced in supporting international customers across EMEA
Timeline
Guest Experience Recovery Specialist
Numa
07.2024 - Current
Customer Success Manager
Formlabs
07.2021 - 03.2022
Senior Customer Care Agent
Formlabs
01.2019 - 07.2021
Customer Care
Formlabs
05.2017 - 01.2019
Senior Customer Support Expert
SumUp
10.2016 - 05.2017
Customer Support Expert
Sum Up
08.2016 - 09.2016
Senior Customer Service Executive
Booking.com
04.2015 - 07.2016
Customer Service Executive
Booking.com
01.2014 - 03.2015
Master of Arts - Psychology
Unversity of Dundee
09.2008 - 05.2012
Web Development Certificate - Web Development
Ironhack