Tristan Rock

• · Provide freelance customer support, business administration and language/communication services.

CNES mission | 2023–2025

· Primary point of contact between technical teams and clients, translating customer requirements into practical solutions.

· Managed customer relationships and account follow-up for enterprise collaboration platforms.

· Coordination of client requests and issues with internal teams.

· Identification of opportunities to improve processes and customer experience.

· Product / system presentations, workshops and technical demonstrations.

Independent consulting & business support | 2022–Present

· Provide freelance customer support, business administration and language/communication services.

· Managed a portfolio of 100+ B2B customers across EMEA.

· Developed and maintained customer relationships, identifying opportunities for account growth, renewals and commercial development.

· Supported customer retention and revenue growth through proactive account management.

· Managed customer activity, opportunities and follow-up through Salesforce CRM.

· Negotiated commercial solutions and coordinated with internal teams to meet customer requirements.

· Recovered and secured a €50K+ customer order through commercial negotiation, resolving a complex international supply situation while maintaining the customer relationship

· Built and trained an operational team from scratch.

· Improved service processes, documentation and training frameworks.

· Ensured SLA compliance and continuous service improvement.

· Primary escalation point for enterprise customer issues.

· Managed an Airbus enterprise account across multiple European countries.

· Primary escalation point for enterprise customer issues.

· Ensured SLA compliance and continuous service improvement.

· Improved service processes, documentation and training frameworks.

· Managed an Airbus enterprise account across multiple European countries.

· Built and trained an operational team from scratch.