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@sc02

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Bilingual Customer Success Manager with over 10 years' experience.

United Kingdom

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What I'm looking for

I am looking for a role that values client relationships and offers growth opportunities.

As a Bilingual Customer Success Manager with over 10 years of experience, I have honed my skills in client success, account management, and customer service across various industries, including tech, automotive, and retail. My expertise lies in nurturing long-term client relationships, driving product adoption, and aligning customer goals with business growth. I am adept at onboarding, client training, and proactive support, ensuring that clients receive tailored service delivery that meets their unique needs.

Throughout my career, I have successfully managed onboarding and long-term success for major clients, leading to significant revenue increases and high client retention rates. My collaborative approach has allowed me to work effectively with cross-functional teams to resolve customer challenges and enhance service offerings. I take pride in my ability to communicate effectively, conduct product demonstrations, and advocate for client needs, ensuring that their voices are heard within the organization.

With a strong background in utilizing various tools such as Salesforce, Shopify, and Zendesk, I continuously seek to improve operational processes and customer satisfaction. I am passionate about driving growth through innovative customer success strategies and look forward to contributing my skills to a dynamic team.

Experience

Work history, roles, and key accomplishments

Customer Success Manager / Account Manager

Cosonas

Jul 2023 - Jun 2025 (1 year 11 months)

Managed onboarding and long-term success of 3 major French clients, ensuring excellent post-sale experience and tailored service delivery. Drove adoption of digital services and solutions through regular check-ins, training, and client education, leading to a 19% revenue increase.

Salesforce Jira Account Management Client Relationship Management Contract Negotiation Customer Success KPI Tracking

Customer Service Manager (FR / UK)

ScreenWithEnvy

Mar 2022 - Jun 2023 (1 year 3 months)

Oversaw the customer support team (5 reps) across the UK and France, ensuring consistent client success. Introduced customer success workflows, improving issue resolution time and boosting CSAT to 95%.

Shopify Zendesk Customer service management Team Leadership Process Improvement Customer Engagement Sales Strategy Upselling

Client Success Consultant

Rezcomm

Mar 2020 - Feb 2022 (1 year 11 months)

Managed relationships with 6 European airport clients (France, Switzerland, Belgium), guiding them through onboarding, campaign management, and performance reviews. Created tailored success plans for each client and led quarterly business reviews to track progress.

Client Relationship Management Onboarding Campaign Management Performance Reviews Success Planning Customer Advocacy Feature Improvement

French Travels & Support Coordinator

Rezcomm

Jan 2018 - Feb 2020 (2 years 1 month)

Assisted clients in booking flights, hotels, car rentals, and customized travel packages based on their preferences and budget. Delivered high-touch support for French-speaking travel clients, helping with complex travel arrangements and corporate bookings.

Travel Booking Platforms CRM Tools Customer Support Negotiation Upselling Client Relationship Management

Education

Degrees, certifications, and relevant coursework

Bedfordshire University

Master of Business Administration, Business Administration

2015 - 2017

Completed a Master of Business Administration (MBA) at Bedfordshire University, focusing on advanced business principles and management strategies. Developed expertise in various aspects of business operations, leadership, and strategic decision-making.

Asia Pacific University

Bachelor of Engineering, Telecommunications

2010 - 2013

Obtained a Bachelor of Engineering (B.Eng.) in Telecommunications from Asia Pacific University. Gained foundational knowledge and practical skills in telecommunications engineering, including network systems and communication technologies.