Pearl

PEARL FAGBOHOUN CUSTOMER SUCCESS MANAGER -| - | www.linkedin.com/in/pearl-fagbohoun/ Bilingual Customer Success Manager with over 5 years of experience in customer-facing roles. Known as an articulate and influential thought leader capable of establishing trusted business relationships and engaging key decision-makers to achieve mutually beneficial business outcomes. Leverage a deep understanding of customer-centric business landscapes in a hyper-competitive marketplace to drive value-added service delivery. Support the achievement of ambitious revenue targets through innovative customer care and service strategies that drive engagement, results, and sustainable customer loyalty. Core expertise includes: Customer Lifecycle Management ▪ Customer Onboarding, Engagement, and Retention ▪ Sales Operations Prospecting ▪ Customer Advocacy ▪ Account Escalations ▪ Project Management ▪ Account Management Relationship Building ▪ Presentations ▪ Business Intelligence ▪ Needs Assessment ▪ Pipeline and Relationship Growth CRM Software ▪ Data Analysis ▪ Brand Awareness Quality Assurance ▪ End User Support ▪ Coaching and Mentoring PROFESSIONAL EXPERIENCE RIGHTCOM – Cotonou, Benin Nov 2019 - Present CUSTOMER SUCCESS LEAD | Jan 2021 - Present ▪ Leverage subject matter expertise to guide all customer success functions, developing, coaching, and empowering all team members to deliver exceptional customer experiences that align with the company’s vision and operational goals ▪ Maintain accurate and detail records on all account activities to ensure the execution and follow-up on all customer journey touchpoints from onboarding through ongoing account maintenance and retention Select Achievements ✓ Addressed excessive missed deadlines, leading the planning and execution of a disaster recovery roadmap and proactive outreach plan to re-claim dissatisfied clients, improving customer satisfaction from 76% to 98% in less than three months ✓ Achieved exceptional quarterly survey results with positive client feedback highlighting the team’s promptness and availability to ensure each client receives the best experience that they deserve ✓ Developed and implemented cross-selling and upselling strategies incorporating relevant product advocates and customer pain points to boost revenue from existing customers by 40%, improve retention and reduce customer churn ACCOUNT MANAGER | Sep 2020 – Dec 2020 ▪ Served as the sole English-speaking account executive accountable for growing the companies market presence in targeted markets, staying abreast of the latest trends, data analytics, and client needs to maximize the customer experience ▪ Conducted initial sales presentations and demos to prospective clients, tracking all account activities in a centralized database Select Achievements ✓ Inherited an untapped English-speaking service region, partnering with the sales team to develop and execute a targeted prospecting and sales conversion strategy resulting in a 30% increase in product adoption and $74,500 in sales in two months ✓ Set the tone for customer engagement, creating sample presentations, prospecting strategies, and upselling/cross-selling techniques to prepare 100% of the sales team to prospect, present, and follow-up independently within three months CUSTOMER SUCCESS ASSOCIATE | Nov 2019 – Sep 2020 ▪ Onboarded and trained new customers, acquiring and maintaining a comprehensive knowledge of each client’s organizational structure, processes, and product offerings to optimize service offerings ▪ Utilized client needs assessments and real-time analytics to develop long-term success plans outlining critical success factors, KPIs, forecasted challenges, and recommended plans of action ▪ Handled incoming client calls and emails, addressing and documenting customer services issues relating to billing, account satisfaction, and targeted goal attainment ▪ Collaborated with the sales and product teams to minimize client attrition and ensure high customer satisfaction Select Achievements ✓ Quickly acclimated to the company and its product portfolio to lead the deployment and onboarding of a new high-profile client, successfully setting up and configuring a customized product across 12+ client branches in just two weeks PEARL AND CURLZ – Cotonou, Benin 2016 - 2020 FOUNDER AND MANAGER ▪ Conceptualized, founded, and operated a boutique natural hair product company offering high-quality products for the maintenance and styling of natural hairstyles. Select Achievements ✓ Employed proven customer engagement strategies through in-store and online interactions to build a customer pipeline from scratch to more than 500 clients ✓ Attended and participated in industry-specific networking and community events to initiate contact with targeted clients ✓ Utilized Hubspot to identify and analyze current trends, implement SEO and establish a branded social media imprint, building and maintaining a followership of 4,000+ people EDUCATION, TECHNICAL SKILLS, AND LANGUAGES Bachelor’s Degree in Business Administration | University of the People, Pasadena, CA Associate of Business Administration | The Community College of Baltimore County, Baltimore, MD Software Skills: Microsoft Office ▪ Odoo CRM ▪ Notion ▪ Hubspot ▪ ClickUp ▪ Zendesk ▪ Jira Languages: English ▪ French