Grégoire - Head of CSM & Product 🎬
Hello, my name is Grégoire. I work at D-EDGE in the CRM department, and I am the Head of the CSM and the Product teams.
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What does your role do at D-EDGE?
In CSM, we manage the relationship with clients. It starts with onboarding. We also handle their minor issues in support, and we do all the proactive follow-up to ensure they are satisfied.
It's quite different on the product side. We connect with the technical team to build new features and ensure that the platform always meets our clients' needs.
Which of D-EDGE's values resonates with you the most?
Among the D-EDGE values, the one I find most interesting is collaboration. I see all teams really work together to ensure things improve day by day, and to achieve our goals.
A concrete example is the direct link between the CSM team and the Product team. The CSM team is in direct contact with the clients, so they can report all their daily minor complaints, the things they would like to improve, and the Product team integrates them into the development of features to ensure that what we release exactly matches what our clients want, and that we continue to progress over time.
What are the main challenges you face in your job?
What motivates me about the CSM job is really the fact that it grows a lot. There's growth at the product level — we constantly have new features, new use cases to present to our clients. That is very challenging. We also have many changes in our tools. Typically, right now, we ride the whole AI wave. We have the new tools associated with it, like chatbots, that we are implementing, so it really changes constantly. That makes it, for me, satisfying and interesting.
A significant project we're currently doing is the project to make our clients more autonomous. With the acquisition of LoungeUp by D-EDGE, we have many new clients and in areas we didn't manage before, so we need to absorb this new wave of clients.
How did we do that? We collaborate, once again, with the Product team to improve the interfaces, to ensure that our clients can use it much more independently. On the CSM side, we are reworking all our training processes to offer them somewhat common, regular training, as well as at the documentation level and the tools we use. We now use chatbots in particular to help the CSMs in their daily tasks.
What would you say to someone thinking about joining D-EDGE?
If you want to join D-EDGE, I'd say, do not hesitate. The hotel industry is a great industry. People are very welcoming. We work on beautiful products and with very concrete issues. We make an impact.
Moreover, the company itself, D-EDGE, gives people the space to progress, grow, and propose solutions, and that is quite rewarding in a job, to go further than just the tasks we're typically given.