Hi I'm Tibz!
I'm Thibault, but most people call me 'Tibz'.
Let's work together!
Hi, I'm Tibz,I'm a multi-cultural customer experience expert with over a decade of experience at the intersection of Customer Experience, Customer Success & Account Management, Support, and Community.Outside of work, I'm a huge sports fan, so it's always great to work with companies in the Sports industry, talking with insiders & fans alike, and helping teams build innovative new products in this space.
What I do
I work with international technology companies looking to
- onboard, support, and educate customers
- develop healthy relationships with customers & business partners
- nurture & train junior employees and get them ready to get to the next stage of their CX careers,
- build & run healthy and communitiesOutside of work, I'm a huge Sports fan, so it's always great to work with companies in the Sports industry, talking with insiders & fans alike, and helping teams build innovative new products in this space.
I build key relationships with business partners and take a consultative approach to reach your goals. As the dedicated point of contact, I navigate between a personalized approach to ensure your success, along with building scalable and re-usable resources to help your customers get to the next level, reduce risks of churn, and improve customer loyalty.As a key account manager, I can plan, run the day-to-day, and act as the interface between your product team and your customers — becoming the voice of your customers, internally.
I act as your lead Support agent:- setting up the initial tools,
- running the Help Desk & Help Center day-to-day,
- managing support tickets & responding to your customers, escalating bugs, and collaborating with your Product & Engineering teams via a bug tracking management system.
- leveraging macros, automations and saved responses to improve existing processes
- defining KPIs, analyzing early results, and iterating over time.
I specialize in helping healthy communities grow, with a focus on building meaningful relationships with your key community members, creating habits, and ensuring that these spaces remain inclusive and welcoming to all.Typically, we will collaborate together on strategizing, executing, analyzing and iterating, with community growth in mind.
Tools & Platforms:
As part of my client work, I'm familiar with the following tools (and their equivalents):
- Customer Support & Education: Zendesk, Intercom
- CRM: Salesforce, Gainsight, Hubspot, Capsule
- Dashboard & Reporting: Metabase, Looker,
- Other: Notion, Forest, Loom, Stripe, Figma, WebFlow, Slack, Discord, moderation bots, social media marketing platforms, website analytics, etc.
Let's work together!
Contact me using the form below:
Your message was sent successfully and I'll get back in touch very soon!—Tibz :)