Hugo Crouail
Lisbon
Summary
Customer service professional with extensive experience in client onboarding and service delivery. Proven ability to manage post-sale processes and maintain strong client relationships. Expert in aligning teams and ensuring effective adoption in multi-stakeholder environments. Excellent communicator with a focus on resolving issues to enhance customer satisfaction.
Overview
10
10
years of professional experience
Work History
Service Delivery Manager
Unit4
Lisbon
10.2023 - Current
- Managed end-to-end delivery for 12 enterprise AMS clients (€40K–€680K) across Benelux, France, the UK, and South Africa.
- Acted as the primary contact from onboarding to BAU, ensuring service adoption, satisfaction, and a CSAT of 4.7.
- Led Sales-to-Operations handover and partnered cross-functionally to align scope, SLAs, milestones, and mitigate risks.
- Drove escalations and issue resolution across teams, maintaining operational excellence, and minimizing customer disruption.
Tier One Client Relationship Representative
BNP Paribas Global Markets
Lisbon
03.2018 - 09.2023
- Supported 50+ Tier One EMEA clients as the main contact, fostering relationships and trust.
- Delivered tailored client portfolios and financial reporting solutions to meet specific business needs.
- Addressed inquiries, resolved issues, and ensured smooth adoption of new implementations and training.
- Proactively identified challenges and opportunities, contributing to improved client satisfaction and service quality.
Account Manager - Marketing Operations
Timwetech
Lisbon
07.2017 - 02.2018
- Conducted revenue analysis to inform and optimize growth strategies
- Oversaw daily online marketing campaigns to drive engagement and brand awareness
- Managed wireless application protocols (WAPs) and web portals to improve mobile user experience
- Launched mobile value-added services / games in African countries
Account Manager - Business Developer
Brigad
Paris
01.2016 - 08.2016
- Achieved 30% month-over-month growth, converting 300 new customers across the restaurant and hotel sectors.
- Expanded and engaged the customer database, implementing targeted onboarding strategies, including special offers, newsletters, and welcome packs.
- Led and coached a team of two business development interns on strategic initiatives and project execution.
- Coordinated recruitment of culinary and service staff (cooks, waiters, and bartenders), ensuring quality hires and operational fit.
Education
Master of Business Administration -
ISCTE Business School
Lisbon, Portugal12.2019
Skills
Strong communication skills
Customer orientation
Team collaboration
Problem-solving
Relationship management
Languages
French
Native
Native
English
Advanced (C1)
C1
Portuguese
Advanced (C1)
C1
Softwares
ServiceNow
Intercom
Front
Pipedrive
Slack / Teams
Entrepreneurship
February 2019 - September 2020
Apparel brand owner - THÉO Concept
- Developed a collaborative business model that engaged artists and designers in product decision-making
Timeline
Service Delivery Manager
Unit4
10.2023 - Current
Tier One Client Relationship Representative
BNP Paribas Global Markets
03.2018 - 09.2023
Account Manager - Marketing Operations
Timwetech
07.2017 - 02.2018
Account Manager - Business Developer
Brigad
01.2016 - 08.2016
Master of Business Administration -
ISCTE Business School