Franck Berdat
About Franck Berdat
Franck Berdat is the Global Head of Technical Support at Symphony.com and VP Client Support at Kyriba, with extensive experience in technical support and customer service in hyper-growth environments.
Current Roles and Responsibilities
Franck Berdat currently holds two significant positions. He serves as the VP of Client Support at Kyriba in London, England, United Kingdom, where he oversees customer support operations. Additionally, he is the Global Head of Technical Support at Symphony.com, leading technical assistance efforts on an international scale.
Previous Experience in Technical Support Management
Franck Berdat has extensive experience in technical support management. He worked at Service-now.com as the EMEA Technical Support Senior Manager from 2011 to 2015, managing technical support across the EMEA region for four years. Prior to that, his tenure at Hewlett-Packard Ltd. included roles such as ITSM EMEA Support Section Manager from 2009 to 2011, Global Support Product Manager from 2008 to 2009, and Quality Center Support Delivery Manager from 2006 to 2008. He also worked at Mercury Interactive as Quality Center Support Manager for five years from 2001 to 2006.
Educational Background and Certifications
Franck Berdat holds multiple certifications and has completed various training programs. He studied IT Service Management (ITIL) and PRINCE2 Practitioner project management methodology. He is also Zendesk Administor trained and a ServiceNow System Administrator. Additionally, he holds a Certified Support Manager certification from the Service & Support Professionals Association (SSPA).
Expertise in SaaS, Fintech, and Startups
Franck Berdat has demonstrated considerable expertise in hyper-growth environments, particularly in startups, SaaS, and Fintech sectors. His technical knowledge spans a wide range of software and technologies, with a significant focus on SaaS platforms. This experience is complemented by his skills in prioritization, planning, resource management, and budgeting.
Approach to Customer Service and Team Leadership
Franck Berdat is passionate about customer service and emphasizes leading by example. Known for his hands-on approach, he takes full accountability for all service aspects his team provides. He actively gets involved in complex situations to resolve issues swiftly, ensuring a strong focus on customer experience. His leadership style motivates and inspires his team, fostering mutual respect and encouraging them to surpass expectations.