Amine Lahlou
About Me
Global Customer Success Manager with a track record of growing revenue, enhancing client retention and overall experience within the SMB segment.
Location
Boston, MA
Education
N
Northeastern University
September 2011 - May 2014
degree
Bachelor's
major
Business Administration
Work Experience
C
Connoisseur Realty Group
Customer Success Manager
Boston, MA, United States, 02297
September 2019 - present
company
Connoisseur Realty Group
title
Customer Success Manager
overview
• Cultivate enduring connections with 80+ client accounts, driving 20% YoY growth in the book of business and $5M in added yearly revenues through effective account management.
• Increased customer retention rate from 75% to 90% by proactively managing client accounts and systematically resolving issues.
• Grew cross-selling opportunities by 20% through monthly cadence calls and Quarterly Business Reviews (QBRs).
• Launched a client referral program that generated a 30% surge in new business opportunities.
• Boosted customer satisfaction score (NPS) from 7.5 to 9.0 through tailored onboarding plans and continuous engagement with 30+ new clients.
• Optimized the client facing portal, providing personalized dashboards and exclusive property listings, driving a 150% increase in customer engagement and usage.
Skills
Languages
ArabicFrenchPortugueseSpanish
Skills
Client Issue ResolutionCommunication SkillsComputer Software TrainingNegotiationRetention skillsSalesSalesforceStrong communication skills, Microsoft Office, excellent client relations and networking.TableauTeam Leadership