Customer Success Coordinator
Transperfect
Total years of experience :15 years, 11 Months
Advised clients on the most appropriate solutions to reach business and technical objectives.
Formulated Machine Learning solutions generating +US$500, 000 quarterly revenue.
Maintained a sub 48-hour Average Response Time to customer RFPs and RFQs.
Worked with subject-matter experts in 4 departments on accelerating key processes for client satisfaction and success.
Shared customer insights regularly and guided the production and development teams.
Managed Moroccan and West African market leaders in the insurance, services and trade sectors and generated over €350, 000 in revenue per quarter.
Built solid relationships with clients, promoted data-driven decisions, expanded the value created from our platform, and raised cross-selling and up-selling by 36%.
Onboarded clients effectively and translated commitments into concrete value, securing a Net Promoter Score of 9.
Trained inbound sales specialists on consultative selling.
Used Data Analysis and measured the gap between the operational needs and the telecom ecosystems of the clients and determined its true operational costs.
Presented the findings, proposed action plans, negotiated and oversaw the deployment of multi-year contracts generating in excess of US$120, 000 in revenue per semester.
Boosted the sale of cloud solutions (IaaS, PaaS) from 0 to 15% by reinforcing cross-sell and upsell.
Reduced Churn to 2% and enhanced the average contract duration from 1.4 to 1.8 years.
Coached +20 sales people on IaaS, PaaS, and SaaS sales and onboarding.
Conducted market research with 50 B2B customers and identified the Ideal Customer Profile and niches.
Designed and launched managed services, Cloud PBX, and Cloud voice broadcasting solutions.
Increased the gross margin from 22% to 31% in the span of 6 months.
Reached a 96% customer satisfaction and a Net Promoter Score of 8.
Built strong relationships with the clients and collectively defined action plans that improved KPIs, resulting in 6, 000 vehicles under management.
Planned and deployed Cloud fleet management systems for the Moroccan leaders in Civil Engineering and Logistics and produced US$2 million in annual revenue.
Onboarded and trained clients on best practices of data processing and visualization, and change management, saving an average of 12% on operational costs while refining processes and efficacy.
Renewed 95% of contracts and extended the average contract length from 1.7 to 2.6 years.
Designed and successfully tested a new solution that allows faster and more efficient resource deployment on the ground for law enforcement.
Advised clients on the security, performance and cost of critical systems and ameliorated operational readiness.
Deployed encrypted satellite telecommunication solutions and avionics for customers in Africa and the Middle East in the Oil & Gas sector and public administrations, with a yearly revenue +US$3 million.
Defined the business pains clearly and identified the data necessary for solving the issues.
Prepared, Processed, and Analyzed the data and presented it effectively to the decision-makers.
Implemented the conclusions with the subject-matter experts and expanded operational margin by 20%.
Aided the design and launch of the most profitable shipping line in the Mediterranean Sea.
The Advanced Masters in Business Development & Key Account Management is designed to give its participants the necessary tools to design and apply development and sales strategies.
The Cycle Normal of the ISCAE allowed me to acquire a solid managerial foundation that still helps me build my career.
Highschool diploma focused on science subjects.