Nidal Arabi Katbi Email & Phone Number

Boulogne-Billancourt, Île-De-France, France

Ville De Paris, Île-De-France, France

Remote

As a Customer Enterprise Success Manager with a portfolio of 2.5M$ I delivered performance and value through best practices and indicators to sustain ROI, upsells to reduce churn and set customers for success> Standardized a way of working within the CSM organization> Established a Tiering model> Defined and implemented indicators, governance> Building teams for Run mode and coordinated them (Support, product, PS, content, DevOpps, data…)> Analyze, assessed customer journeys to provide best practices and set expectations for maximized ROI> Ensured of the best customer Experience > Set recurring targeted communication (Newsletters adapted to each level of the organization)> Presentation of new standard features, work on yearly plans > Made Value base proposition > CSAT > Strategy sharing with sales and pre-sales> Scope of work definition> Reduced churn and improved retention rate> Cross sell and upsell > KPI implementation: Usage, satisfaction, customer surveys

Région De Paris, France

- Establish Customer Support Practices- Mounted a proper Governance to steer the customer's satisfaction- Provide Technical and Product Support- Single Point of Contact - Communication on the release lifecycle- Informed on new changes carried by the release- New need identification- Managed escalations- Elaborated KPI's to follow customer satisfaction- Elaborated strategies to enhance customer loyalty

77 Rue Miromesnil

> Creation and scoped the activity of the customer success manager within Synertrade (job desc, need)> Built a catalog of service in order to homogenize the demand flow> Scope of work definition> Prioritization of clients to be followed> Presentation of new standard features> Strategy sharing with sales and pre-sales> Project Governance> Value assessment> KPI implementation: Usage and satisfaction> Involved in the response of the requirement during the tender phase> Built a QAP/ QPP, planning and resource allocation> Workshop animation on business requirement and implementation> Implementation, deliveries : Specification writing and presentation> Key user’s training > Key user’s Support level 2 and 3 > Incident follow up

Alstom Transport, 48 Rue Albert Dhalenne. Saint Ouen

PROJECT: Solution implementation and deployment & Supplier Performance ScorecarD & Contract Management repository & Supplier portal & e-sourcing Change Management Specialist Goal: Introduction of transversal solutions to evaluate the supplier’s performance & centralize their dataAs is study, Proof of concept implementation, Pilot deployment over 15 sites for REX on full deploymentBusiness requirement writing based on the return of experience of the POCAnimated 25 workshops representing all sourcing leaders around the need and rules to be standardized through the solution 6 Processes writtenIssued tenders based on the business requirement / SWOT analysis on the software editors’ responseDefined project planning’s, budgets and resource allocationBig bang deployment of new solutions with custom made communication plans and training plan Key users support through written guides and biweekly meetings PROJECT: Methogology and toolsRationnalization of the purchase requisition process in a complex environmentGoal: Study and standardize the purchase requisitions process for the indirect branch On premises study to analyze the existing processesSWOT and business analysis Proposed a Target solution via a diagram flowDecision making on the target solution and deployment of the standardized processProcess & tools / KPI Analyst Goal: Dashboard Implementation to monitor the usage and the conformity of the buyers on the process Business requirement writing on:KPI on the usage of the tool KPI on the transformation of tenders into purchase orders ROI of auction: Percentage of savings made through an auction

Levallois-Perret, Île-De-France, France

Pre-sales presentation Global account management implementation with an SLACustomer support from level 1 to 3Key user trainings / guide buildingSetting adjustments for customers’ specific requirementSoftware used: [hr] Process, Mantis (ticketing tool), MS office

Région De Sarasota, Floride, États-Unis

Quality assurance testeur> Documented testing loops > Bêta Tester / Optimised perfomances by reducing the number of clicksEnvironnement technique : PRO-FILER, MS office, Excel, Access and ticketing through "Log-it"PROGRAMMER> Developped an add-on on VB.net Tools : SQL queries VB.Net and Crystal Report

Bachelor Of Business Administration (Bba), Major In Management Information Systems And Minor In Hr

Études Pluridisciplinaires / Interdisciplinaires, Général

Gestion de l'equipe projet et de ses problematiques quotiennes

Education record

Education record

Education record

Education record