Portrait: Simon, Customer Success Manager at Wikit

At Wikit, we know that technological innovation comes first and foremost from the talent that makes it possible. Our employees are at the heart of our success, and we're proud to spotlight those who drive our solution forward on a daily basis. Today, meet Simon Roch, Customer Success Manager at Wikit, who shares with us his background, his role and his vision of generative AI.

Can you introduce yourself and tell us about your career?

My name is Simon, I'm 30 years old and I'm from Haute-Savoie (watch out for those from 73!). I'm Customer Success Manager at Wikit, where I joined the team just under four years ago.

After an MBA in International Travel Management, I started my career as an implementation project manager at Hcorpo, a hotel reservation platform. After three years, I wanted to move closer to my family and find a more friendly working environment. Wikit ticked all the boxes: a human-sized company with an exciting project. Today, I feel fulfilled and I appreciate both the diversity of the missions and the closeness with the teams.

How long have you been working at Wikit and what are your main day-to-day responsibilities?

I've been working at Wikit for almost four years now. My role revolves around several key missions:

• Support the activation and onboarding of new customers and partners
• Train our customers and partners to use our platforms
• Ensure regular follow-up to guarantee their satisfaction
• Liaise with the product team by sharing customer feedback
• Manage first-level support

These missions place me at the heart of customer relations and enable me to contribute directly to thecontinuous improvement of our services.

How would you describe your role in the Wikit solution?

I'm our customers' first point of contact with the Wikit solution. My role is to deploy and get their projects up and running, while making sure they get the most out of our solution. My aim is simple: to provide them with the best possible support and guarantee their satisfaction.

What do you like best about Wikit?

What I love about working at Wikit is working in an industry that's constantly changing, especially with the rise of generative AI. There are always new things to learn and test, which makes the work particularly stimulating.

I also appreciate the autonomy that management gives us. We are trusted, which allows us to take initiatives without being held back.
And then, the team spirit really makes the difference on a daily basis. Working with colleagues you can count on, in a friendly atmosphere, is a real plus!

How do you see generative AI and chatbots evolving over the next few years, and where does Wikit fit in?

We've heard a lot about chatbots in recent years, and they'll continue to evolve. But a new trend is emerging: that of specialized agents thanks to generative AI.

I think we'll see more and moreAI agents designed to automate specific tasks. With future developments, the Wikit Semantics platform will make it possible to orchestrate these agents and deploy targeted actions, whether for a support or HR team, or in customer relations.

Generative AI, on the other hand, is constantly on the move. We need to constantly innovate and adapt to new developments, whether they involve proprietary or open source technologies.

If you had to describe the atmosphere at Wikit in three words, which would you choose?

Caring, cooperative, agile.

Can you reveal something about yourself that's not in your CV?

I like to watch sport... from afar, with a good sofa and a good beer!

If you could have one superpower for a day, which would you choose and why?

Spend a day with my loved ones and give them a special moment.