Our Team: Client Experience Management Experts
At Gravitas Acumen & Co, we believe that client experience management is only as strong as the team behind it. That’s why we have built a highly professional, self-accountable, and results-driven workforce.
Unlike traditional hiring methods, our recruitment is 100% referral-based—ensuring that every member of our team meets our high standards of expertise, commitment, and excellence. From our Managing Partners to our Frontline Specialists, every individual plays a vital role in delivering, optimizing, and transforming client experiences for our clients.
Meet the Leadership: Our Managing Partners
Our six Managing Partners bring decades of experience in client experience management, business process optimization, and AI-driven automation. Many of us started our journey over a decade ago at SSENSE, where we first collaborated on enhancing client support systems.
Since then, we have expanded our expertise across various industries, providing businesses with strategic solutions to improve client engagement, service efficiency, and brand loyalty.
Each Managing Partner is committed to driving CX transformation through:
• Optimizing client support operations
• Implementing AI and automation solutions
• Scaling clientservice strategies for business growth
• Providing data-driven insights for continuous improvement
Our Managing Partners
Yannick B. Prince
Managing Partner & Founder
A management science graduate and data enthusiast with over 10 years of leadership experience, Yannick has excelled in increasing output (SLA) while maintaining top employee engagement and client satisfaction metrics (CSAT). He has managed teams as large as 200 employees in fast-growing environments such as BIXI and SSENSE. Yannick is also the founder of the Socially Responsible Investment Club of Quebec.
Philippe Nadeau
Managing Partner & Founder
An accomplished IT and e-commerce project manager with a unique blend of expertise. Armed with a Bachelor’s degree in Industrial Engineering and a Computer Science diploma, Phil has extensive experience at companies such as PSP Investments, SSENSE, and Uni-Select. His deep industry knowledge and track record of successful project management make him a valuable asset for navigating the complexities of the digital world.
Harold Fioravanti
Managing Partner & Founder
A client service professional with over a decade of experience in leadership, coaching, and project development. Harold’s expertise spans HR, management, quality analysis, and offshore call center operations. He was awarded the Dicom Employee of the Year in 2017 and is known for his ability to drive success through process improvements and team development.
Eric Taillefer
Managing Partner & Founder
With over 25 years of experience in contact center management and outsourcing, Eric has spearheaded major projects that optimize business processes and cost structures while migrating multinational operations to the cloud. Renowned for his hands-on management approach, Eric’s expertise is grounded in leadership roles at Bell Mobility, Nordia, BIXI, and Genesys.
Rémi Canton
Managing Partner & Founder
A computer science graduate with 15 years of experience in client experience and marketing, Rémi has honed his expertise in optimizing processes and integrating VR, AI, and automation solutions. As the founder of VR2GO and a former leader at Dental-Wings and SSENSE, Rémi is passionate about driving efficiency in high-growth environments.
Mathieu Rajaofetra
Managing Partner & Founder
With a proven track record in scaling DTC eCommerce brands ($10M–$1B+ revenue), Mathieu specializes in enhancing ROI through exceptional client experiences and conversion strategies. His expertise lies in reverse-engineering purchasing journeys, leveraging first-party data, and building scalable systems that align cross-departmental goals.
Our Global Team: CX Specialists & Frontline Experts
At Gravitas Acumen & Co, our client experience management team extends beyond leadership. We have specialists based in Montreal, Canada, Costa Rica, and West Africa, allowing us to serve clients across multiple time zones and languages.
What Makes Our Team Unique?
1. Multilingual Support: We provide client experience solutions in English, French, and Spanish to ensure seamless communication.
2. Self-Accountability: Every team member operates with a high level of independence and responsibility, ensuring efficiency and top-tier performance.
3. Specialized Expertise: Our team includes CX strategists, automation specialists, AI integration experts, and client support professionals who bring tailored solutions to each client.
4. Agility & Innovation: We continuously adapt to new technologies and industry trends to enhance client service strategies.
Meet Our CX Experts & Frontline Team
Our team directory will automatically update as new professionals join Gravitas Acumen & Co.
Cynthia
CX Agent
Bio
Jennifer
CX Retention Expert
Bio
Joëlle
CX Agent
Bio
Our Referral-Based Recruitment Process
At Gravitas Acumen & Co, we don’t advertise job openings—we recruit exclusively through referrals from trusted professionals. This ensures that every new hire is:
• Highly skilled in client experience management or related fields
• A professional with a strong track record of accountability and excellence
• Someone who aligns with our core values and commitment to service
Why Referral-Based Recruitment?
• Quality Over Quantity: We prioritize proven expertise over mass hiring.
• Stronger Team Culture: Since referrals come from existing members, cultural fit is guaranteed.
• Continuous Growth: Our network expands with top-tier professionals who share our mission.
Want to join our team? You must be referred by an existing member of Gravitas Acumen & Co. If you’re a passionate CX expert or specialist, connect with our team to explore opportunities.
The Future of Client Experience Management Starts Here
At Gravitas Acumen & Co, our people are our greatest asset. Whether you are one of our clients, partners, or future team members, you can trust that we are always working to enhance and redefine client experience management.
A Global Network of Experts. A Commitment to Excellence.
Want to work with a team that leads in CX transformation? Reach out today to learn more about our services or referral-based hiring process.
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