Nathalie Rachid

Leading client success across UAE and KSA, owning retention, revenue growth, and cash collection for a strategic portfolio.

I drive account expansion through upsell and cross-sell, while maintaining full accountability for the client lifecycle—from post-sale engagement to revenue realization and receivables. I lead and develop a high-performing team and partner cross-functionally to ensure operational excellence, strong client outcomes, and predictable revenue performance.

Lead Client Success while acting as UAE Sales Manager, driving market growth, commercial strategy, and
revenue performance
Own and manage enterprise and high-value accounts, driving retention, expansion, and long-term partnerships
Drive ~60% of total UAE revenue, positioning myself as a key commercial contributor to the business
Identify and execute upsell and cross-sell opportunities, directly increasing account value and revenue
Design and optimize client success pipelines and processes to improve team efficiency and scalability
Conduct data analysis and performance tracking, delivering growth reports and actionable insights to leadership
Collaborate cross-functionally with Business Development, Marketing, Tech, and Finance to align on strategy and
execution
Manage and mentor team members, ensuring performance, accountability, and continuous development
Oversee large-scale operational delivery across hospitality, retail, and events sectors
Act as a key point of contact for senior stakeholders, handling escalations and strategic discussions.

• Manage and nurture relationships with high-value enterprise and B2B clients.
• Monitor and analyze client performance metrics, offering insights and recommendations.
• Identify and capitalize on upselling and cross-selling opportunities to enhance client value.
• Act as a liaison between clients and internal teams to ensure continuous product improvement.
• Mentor and support junior customer success representatives to foster team growth and
development.

• Guide clients through onboarding and provide training on product features.
• Manage relationships with B2B clients, serving as their primary contact.
• Monitor client performance metrics and provide regular reports.
• Identify opportunities for upselling and securing contract renewals.
• Gather client feedback and collaborate with product development for improvements.

• Build and maintain strong relationships with key clients and decision-makers in the financial industry.
• Provide exceptional customer service, understand client needs, and act as a trusted advisor.
• Identify new business opportunities, conduct market research, and develop sales strategies to meet targets.
• Assess client needs, tailor solutions, deliver presentations and demonstrations, and negotiate contracts.
• Manage the sales pipeline, network in the industry, collaborate with cross-functional teams and continuously learn to stay updated.

• Research and identify potential leads through various channels.
• Conduct initial outreach via email, phone, and social media to generate interest.
• Qualify leads by assessing their needs and fit with our products or services.
• Schedule meetings and product demos for senior sales representatives.
• Maintain accurate and up-to-date records of lead interactions in the CRM system.

Conducted high-volume outbound calls to engage and qualify potential leads
Scheduled appointments and identified customer needs through effective communication
Converted prospects into customers by presenting solutions and handling objections

Conducted site assessments and developed technical drawings, specifications, and implementation plans
Planned and tracked project progress, ensuring timely execution of rehabilitation works
Supervised on-site activities through regular field visits to maintain quality and schedule adherence
Prepared detailed progress reports (daily, weekly, monthly)
Managed and maintained accurate technical documentation
Oversaw architectural and construction activities, ensuring alignment with project objectives
Provided solutions to technical challenges and identified required materials and resources
Supported quality control processes and ensured compliance with safety regulations

Participated in site assessments and contributed to the preparation of technical drawings and rehabilitation plans
Supported on-site execution and monitored progress to ensure adherence to project timelines and safety requirements
Assisted in documentation, reporting, and quality control processes, contributing to efficient project delivery