Laurie Delpino`

Alan is a digital health partner that prevents, insures, and cares daily, helping people live healthier lives while delivering strong ROI for companies. Serving over 1M members and 30,000+ companies, Alan operates across France, Spain, Belgium, and Canada, with €800M ARR and a team of 700+ people.

- Handled complex and technical user requests related to health coverage, claims, and insurance contracts, ensuring a high-quality user experience.

- Led the renewal of 20 client accounts representing €2M in ARR for the 2024/2025 cycle, maintaining portfolio churn below 5%.

- Managed the ramp-up and performance of 50 external customer care agents in partnership with OnePilot.

- Maintained strong operational KPIs, including NPS above 90 and productivity above 5 tickets per hour, while onboarding agents to a new communication channel.

- Delivered 10 days of training to public sector support agents from the French Ministry of Economy and Finance and the French Ministry of Ecological Transition, enabling effective adoption of Alan’s technology.

Last year, less than 1% of funding rounds exceeding €50 million went to all-female founding teams. SISTA is a French NGO dedicated to bridging the funding gap between men and women in entrepreneurship. In June 2023, they organized the inaugural SISTA Summit at Musée de l'Homme, bringing together 500 decision-makers to reduce the funding gap.

- Led event operations with internal teams at Musée de l'Homme, including plans and venue restrictions. Negotiated contracts with suppliers, ensuring budget compliance.

- Developed event identity, and managed digital projects, including webpage, emails, and social media.

- Contributed to SISTA's (un)bias project, integrating art, awareness, and science. The project includes an inflatable installation by Yena Young, hosting CNRS-affiliated researchers conducting implicit association tests on concealed biases related to gender and success.

Grip empowers professionals with quality and easy interactions through effective AI-powered matchmaking technology. My role was to lead a team of 12, directly overseeing senior and junior Client Success team members in 3 different continents (EMEA, UAE, AMER).

- As a core member of the Operations team, I worked closely with Product, Engineering, Business Development, and Sales to establish an efficient client journey.

- Founded, led, and grew the Client Success department from 1 to 12 members in < 8 months, while ensuring day-to-day client excellence.

- Implemented OKRs for organizational performance, aligning teams with strategic goals.

- Developed processes to track KPIs, reporting monthly and quarterly. CSAT >98%, NPS 87.

- Represented the Operations department in core meetings, including C-level, Sales, and Product roadmap.

- Managed key international accounts, negotiating renewals (e.g., SXSW, Money20/20).

- Maintained a strong 95%+ employee engagement via policy, career growth, cash deployment, and project focus.