Mon Prospecteur is an SAAS company which helps real estate investors to find off-market deals in Québec (Canada). As a customer success manager I’m focused on two main goals : increase conversion & reduce churn. I’d the chance to implement different processes in order to onboard, educate and train our customers, but also to maintain a strong relationship and measure their performance and satisfaction.- onboarding strategies to convert users into paying customers- cancellation management process to reduce churn- data tracking and user behavior analysis- significantly increased conversion rates and decreased churn- customer satisfaction rate of approximately 95%- client monitoring system for proactive interventions- growth and success of Mon Prospecteur as a leader in the real estate marketTools I use : ClientSucess, ChartMogul, Raaft, ClickFunnels, Keap, Zapier, Intercom, Trello, VideoAsk, Slybroadcast, Twilio, PipeDrive, YouCanBookMe, ...

Nexxie is an online customer support service provider for any company size or type of industry.As a quality manager I was in charge of the support operators onboarding, training and monitoring. I managed a team of around 20 operators working from all around the world, following their performance and coaching them to get better results, as also creating reports for the administration team.- Management of an international team to optimize efficiency and productivity.- Direct engagement with clients to generate reports, offer improvement suggestions, and gather feedback.- Implementation of continuous improvement initiatives based on client input and performance evaluations.- Development and enforcement of quality assurance protocols to uphold service standards.- Collaboration with cross-functional teams to address client needs and resolve issues promptly.- Achievement of measurable improvements in customer satisfaction and service quality metrics.My tenure as Quality Manager was characterized by a commitment to excellence, proactive problem-solving, and a relentless pursuit of customer satisfaction.

As a Mobile Marketing Manager at Wopata, an agency specializing in developing web and mobile applications for B2B clients across various industries, I spearheaded strategic initiatives to drive user acquisition and engagement while maximizing app performance.Key responsibilities and achievements include:- Development and implementation of mobile acquisition strategies, with a focus on social media advertising, to expand our user base effectively.- Execution of app store optimization (ASO) tactics to enhance visibility and ranking on various app stores, resulting in multiple Top 10 placements.- Creation of user-centric content to improve app engagement and retention, fostering long-term customer relationships.- Tracking and analysis of user lifecycle data to identify opportunities for optimization and refinement, leading to improved user experiences and higher retention rates.- Close collaboration with technical and design teams to ensure continuous improvement and evolution of our applications in line with user feedback and market trends.

- Content Management- Digital Scanning- Training and Conference Plans- Custom Relationship Management

- Marketplaces Development (Amazin, Cdiscout, Rue du Commerce...) - Range Development & Providers Research- Website Mastering- Inventory Tracking

- Business Development & Prospecting- Strategic Intelligence - Market Studies- Customer Surveys- Data Base Management