Customer Success Manager

• Sep 2023 - Present

Customer Success Manager

• Sep 2022 - Sep 2023

Customer Success Training, Renewal & Up-sell Manager

• Sep 2021 - Sep 2022

🗂️ Creation:- Creating customisable trainings: generic and on-demand🫂 Customer relation:- Conduct customer workshops to collect needed data and shape the sessions- Adapting trainings to the customer's requests and participants preferred learning rhythm✅ Logos:- Louis Vuitton, Jeune Afrique, Infolocale, CentralEngland, Handicap International, Sodexo.🧰📘Processes: - Working on a training booking process for higher efficiency and simplicity - Participating in the structure and pricing of the trainings (alongside my manager)#Automation #Newsletters #Emailing #Segmentation #CRM Show less

Customer Success Renewal and Up-sell Manager

• May 2021 - Sep 2022

Managing Renewals & Upsells for Lite Enterprise customers (ARR/ customer range: 3K€ to 9K€)🚀 RESULTS: 📈💰Revenue growth- 110K€ generated in upsell value over 1 year.- Doubling or tripling current customer contracts- Handling pricing variations & generating extra revenue- Adapting proposals to customer needs and strategy📆♟️Managing Renewals for Lite Enterprise customers (contracts range: 3K€ to 9K€)- Segmenting the portfolio and strategizing depending on the segment: 1.Late renewals: Reaching out to the customer with a proposal summarizing their current offer for signature. 2.Standard Renewals: carrying a meeting with the customer to discuss their previous year experience and next year strategy. 3. Auto renewals: Sending a confirmation email.🧰📘Processes & Tools: - Managing opportunities & contracts: creation, update and closing (SalesForce)- Setting up a standard Renewal process for Lite Enterprise and Mid Market customers within 2 billing systems (Chargebee & Backoffice)- Creating a deck and training for the Renewal process (live sessions)- Creating & documenting processes for different customer segments with the new Lite Enterprise team📝 Billing & Invoicing- Billing follow up and negotiations for unpaid clients (alongside the Finance team)- Reconstructing existing offers for higher efficiency and a smoother customer experience- Billing system migration follow up and reporting (BackOffice to Chargebee)Used tools: #SalesForce, #Monday, #Planhat, #Slack, #Trello, #Excel, #GoogleSlides, #Chargebee. Show less

Store commerce manager

• Sep 2019 - May 2021

🧑🏽‍🤝‍🧑🏻Team management:- Managing a team of up to 16 people on a daily operational level- Coordination between production and sales departments🧰📘Processes- Setting and optimizing internal processes for better communication and efficiency.📝📈Tracking- Product quality tracking- Improvement of customer service/ relationship🚀 RESULTS: - Higher daily turnover (up to 42%)- Lower raw product and processed product loss (from 10% to 5%)- Maintaining a good working environment- Setting & optimizing daily tasks, as processes Show less

Cashier

• Aug 2018 - Sep 2019

Log Correlation internship

• Apr 2019 - Jun 2019

Creation of a log correlation tool for the Tunisian post. This tool allows the post office to filter the users of its site, detect attempted attacks and stop them. The internship lasted 10 weeks during which I was called upon to work independently. the final result as well as the experience are explained in my end-of-year report. What I learned ? - Autonomous work - Research and personal development - Integration in a qualified team - Take the initiative and be proactive - Write a commercial and technical activity report - Weekly activity tracking Show less