Christian Fixot

• Providing consultancy to a start-up distributing B to B software in Europe.
• Technical support and implementation process optimization.

Sector: Software publishers

Software products:
Billing and Customer Care, Outage Management, Mobile Workforce Management, Asset Management

Key Customers (Utilities):
• UK : Northern Ireland Electric, Atlantic, Npower, London Electricity
• South Africa : Eskom.
• Cyprus Electricity Authority.
• France : Veolia, EDF.
• Holland :Delta, Dutch Tax Office.

Business Development in Europe, Middle East and Africa:
• Support large project up to 17M$ global deal including software license and services.
• 20% of license revenue is allocated to customer service annually.
• EMEA support turnover of 5 M$ a year.

Management of customer service:
• Support implementation of mission critical project (20 billions € billed on supported configuration, 2000 simultaneous users).
• Project Implementation cycle from 6 month to 3 years.
• Project coordination and support with a 120 persons integration team
• Day to day management of a team of 4 high level specialized engineer.
• Relationship management with corporate management, integrators and partners, day to day relation and steering committee.
• Coordination with product development organization based in San-Francisco for product fix and product enhancement.
• Customer advocate for functional improvements.
• Product localization, compliance with local regulation for accounting and tax, translation check on a complex product (1500 screens).
• Control of service quality against Service Level Agreement requirements, including customized reporting of key metrics with crystal report tools.
• Cross organization coordination with sales executives.

Technologies:
• People Soft, Tuxedo, Weblogic, XML, Java, Oracle, Natural, Cobol, Solaris, Aix, Crystal Report.

Sector: Software publishers

Software products:
• Billing and Customer Care

Key Customers (Telecom / Internet Services Provider Markets):
• France: France Telecom (Wanadoo), Liberty Surf (Tiscaly), Net-up, Completel, Vivendi, Webraska.
• Belgium : Belgacom, Proximus.
• Egypt: Noor.

Business Development:
• Business unit revenue 2,4 M$.
• Design strategic approach to customers with sales executives.
• Sale contracts for consultancy services (up to 7,5M$ global deal).
• Influence customer’s implementation.
• Set-up business partnerships with system integrators (Cap Gemini Telecom, Valtech, Accenture).
• High value added services, daily fee: 2000$.

Management of consultancy service:
• Set of consultancy team, including recruitment of 16 consultants and development of product expertise around real time billing technologies (ISP, ASP, WAP, GPRS, UMTS, VoIP, Video on demand...).
• Pilot implementation of complex project.
• Partners follow-up on key project.
• Develop knowledge transfer programs and implement solutions across the organization (sales, project team and product development).
• Projects implementation cycle length from 3 months to 4 years.

Technologies:
• C++, Oracle, Java, XML, Solaris

Sector: Software publishers

Software products:
• Groupware, Knowledge Management, Messaging, WEB.

Key Customers:
• Top 50 largest French companies: France Telecom, Crédit Lyonnais, Société Générale, Paribas Bank, Air France, AXA, Renault, SNCF, Sodexho, Suez Lyonnaise des Eaux, Technip, UPSA, Channel.

Business development:
• Win important projects with France Telecom and Crédit Lyonnais.
• Professional services daily Fee: 1200$.

Management of field support and enterprise support in France:
• Daily management of 10 engineers
• Set-up and develop consultancy and long-term technical assistance for large implementation projects in cooperation with sales organization.
• Development in cooperation with HR department of a European career management program.

1993 - 1999 Southern Europe Field Support Manager

Launch of southern Europe Field Support department as part of Lotus EMEA Enterprise Support division

Software products:
• Groupware, Messaging.

Key Customers, focused on large accounts such as:
• France: France Telecom, EDF, ELF, Crédit Lyonnais, Coface, Gemplus, Indosuez, Ministère des Finances
• Spain : Telefonica Group
• Italy : ENI, Ministero Inteno.
• Switzerland : UBS, CICR, Novarti.
• Benelux: ING Group, Central Beheer, Cera Bank, Mees Pierson.

Business development:
• 5M$ business turn over per year.
• Win 1M$ service contract with Telefonica.
• Set-up and development of new services programs for key accounts.
• Field Support service daily fee: 1000$.

Management of Field Support in Southern Europe:
• Management of 19 Engineers based in 6 countries.
• Recruitment management.
• Development of high value added expertise with specific training programs.
• Develop knowledge transfer throughout geographies
• Member of Lotus European management committee defining strategic positioning, support programs, service marketing, and investments.
• P&L reporting to upper management.
• Implementation project follow-up with sales organization.
• In charge of the ISO 9001certification in Enterprise Support division.

1991 - 1993 Support Manager

Software products:
• Messaging, Desktop.

Market segments:
• IT and SOHO, mainly in France.

Business development:
• 600K$ revenue per year.
• Rolled out a new charged support contract offering for corporate customers, first in this industry at this time.

Management of 10 support analysts:
• Improve productivity from an average of 25 calls to 35 calls treated per analyst per day.
• Implement new support workflow and process.
• Implement call tracking system and quality program.
• Support from 10 to 30 products.
• Product localization, translation check.
• Develop technical relationships with many companies: IBM, Lexmark, Canon, Epson.
• Prepare the implementation of the Lotus European support center.

1990 - 1991 Technical Support Analyst

• Technical support to end-users for desktop and messaging product in Ms-dos, Windows, OS/2 environments.
• Author of technical publications.
• Management of driver development program with printers manufacturers.

Sector: Software publishers