Arnaud de Theux

About

Consulting, strategy & problem solving with energy and passion to create unforgettable Customer Experiences


Arnaud has 15 years of experience in the Customer Service & Customer Experience field.

Arnaud began his career by leading a customer service team in a telecommunications company. He subsequently worked as a Sr. Strategic Solutions Consultant at Zendesk, in London. In this role, Arnaud partnered with the Enterprise Sales team to develop account and opportunity strategies. He also was instrumental in creating an ROI model & analysing the gains of implementing Zendesk, while building and demonstrating PoCs, and leading the scoping of professional services packages.

Overall, he helped close deals for a total of two-digits millions $ ACV, and witnessed the highest win rate with about ~60% of deals touched that closed. During his time at Zendesk, Arnaud won “Over Achiever” and “Enabler of the Year” awards. He worked on the biggest EMEA deals such as Tesco, Booking.com, Just Eat & EuroTunnel.

Arnaud's goal is to understand a client's business needs, and transform that into some form of solution definition, meeting or exceeding their measurable business goals for customer service. He aims to ensure clients understand the technical and business value the software can deliver.

He also advises (Guidepoint, Tegus, AlphaSights, Coleman Research, ...) institutional investors wishing to gain a better understanding of the CX industry, and is active in the private equity field.

Arnaud is currently the founder of his own consulting firm: ADT Consulting.

More

  • Studies: Economy & Business Management
  • Trainings: Sales Methodology: Discovery and Qualification (2 days, Franklin Covey), Personal Leadership & Influence Programme (3 days, DDA Consulting)
  • Speaker:Customer Experience, UK Contact Centre Forum , WorldwideService Desk Institute
  • Volunteering: Headstart Network Foundation, Red Cross Blood Drive
  • Language: French, English, German (ein bisschen)
  • Sports: (Trail) Running, Mountain Biking, Cycling, Skiing, Swimming

Recommendations

Don't take my word for it


It's rare that you come across standout talent like Arnaud. Highly intelligent, technical, consultative and incredibly efficient. He expertly executed his work and naturally took on a leadership role simply by being outstanding at his job. I was particularly impressed by his ability to handle a high level of transactions effortlessly.

VP, Solutions Consulting

Zendesk

Always willing to support and coach his internal and external customers as well as his direct colleagues, Arnaud has been fundamental to the success, growth and development of the EMEA presales team.

Director, Solutions Consulting

Zendesk

Always looking for the right answer for the customer, Arnaud would go above and beyond in ensuring customer happiness. His ability is to understand complex business goals and think of creative ways that the goals could be met.

CMO

CloudIQ

Whether its working to close deals, coaching others or collaborating across teams, Arnaud always demonstrates strong leadership and business acumen in whatever he does. An incredibly hard worker, with excellent customer skills, it's no wonder Arnaud has been instrumental in closing some of Zendesk's largest commercial opportunities..

Head of Customer Success

Slack

Arnaud has a wonderful sense of customer satisfaction, going above and beyond what is expected.

Global Customer Service

Deezer

Arnaud was quick to decipher our requirements.

VP Customer Engagement

TUI Marine

Resume

Summary of work experiences

Experience

Managing Director & Founder

ADT Consulting
2018 - Present

Lausanne, Switzerland

  • We support companies of all sizes to create unforgettable Customer Experiences by streamlining, optimising, and digitising their customer service operations
  • Our mission is to understand our client's business needs, and transform that into some form of solution definition, meeting or exceeding their measurable business goals for customer service
  • We help you to understand the business value of the Zendesk Customer Service Platform and how Zendesk products can support and optimise your customer service operations
  • Specialties: consulting, strategy, implementation, training, post go-live support, custom development and migration

Strategic Solutions Consultant

Zendesk
2013 - 2017

London, UK

  • Partnered with the Enterprise & Strategic Sales team (mostly in UKI, France & AME) as a pre-sales consultant to develop account and opportunity strategies
  • Created ROI model to submit ROI examples to prospects & analyse the gain of implementing Zendesk
  • Built & demonstrated PoCs, lead the development of services proposals & Statements of Work
  • Trained the whole EMEA Sales & Account Mgmt. teams on how to do great product demos
  • Speaker at customer events about customer experience, machine learning, and Zendesk in general

Head of Support

Mondial Telecom
2008 - 2013

Brussels, Belgium

  • Managed the wholesale Customer Support team. Reported to the CEO.
  • Managed B2B accounts and followed up issues and change requests with Sales and Development team
  • Worked in direct contact with Operations and Development team, following the Agile methodology for deliveries
  • Recurring travels on-site to update the Customer Support teams working with us; demos of new features of the product over time
  • Set up a "Labs" environment to allow beta testers to easily test the service and report bugs. Followed up bugs and features requests in JIRA with the Development team

Blog

Barely updated anymore, let's be honest


Qu’est-ce que “l’expérience client” exactement?
Posted on Tuesday December 28, 2021
Un vendredi fin de journée, à la montagne, et nous remarquons que la connection internet ne fonctionne plus. Pas de problème! Un rapide appel au service clientèle et le tout sera rapidement clôturé, me dis-je.Probablement un peu trop optimiste sur ce coup-là… Après 15 minutes d’attente au téléphone — en compagnie de Mozart, il semblerait…Read More Read More
What exactly is “customer experience”?
Posted on Tuesday December 28, 2021
One Friday late in the day, in the mountains, and we notice that the internet connection is no longer working. No problem! A quick call to customer service and it will be over in no time, I tell myself. Probably a bit too optimistic on that one… After 15 minutes of waiting on the phone…Read More Read More
Schedule an alarm with Tasker on Android to play music on AirPlay speaker(s)
Posted on Sunday February 18, 2018
I’ve had that ol’ Nexus 7 Android tablet at home for about 5 years now, and it’s the center of my home automation setup. It controls the lights, the music, the alarm system, monitors the air quality, the smoke detector etc. Yes, I’m a nerd. Spring is just around the corner, but we might still…Read More Read More
Mac & iOS text replacements everywhere
Posted on Wednesday October 18, 2017
I have a ton of text replacements on my Mac and iPhone. It’s super handy. But also very frustrating when some apps don’t support them (i.e. some developers don’t use Apple’s built in functionality)… The goal of those for me is, for example, to type ## and to have it converted automatically to my mobile…Read More Read More
From Zendesk, to a smaller desk
Posted on Monday October 02, 2017
In September 2016, coming back from yet another week in Switzerland where I lived during my youth, I realised that I missed the country a lot. I missed skiing. I missed sailing. It started to annoy me to sometimes have to commute for up to 1 hour to grab a pint with a friend in…Read More Read More

Contact

Get in touch


Location:

Pully, Switzerland

Phone:

+41 79 342 10 11