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Lauriane Schneider

Customer Success Manager | Project Manager

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Intro
Rome, Italy
Studied Es -Sciences Économiques - Développement at University of Antananarivo
Studied Sciences de la Société - Économie Générale at University of Antananarivo
Consumer Services
linkedin.com/in/lauriane-schneider-9b29b7177
Joined November 3, 2023

Skills

Languages

English
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Fluent
French
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Native or Bilingual
Italian
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Advanced
About
Accomplished Customer Success Manager with a 7-year track record of driving customer retention and engagement. Specialized in project management and email marketing, committed to ensuring user satisfaction and business growth.
Experience
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StarOfService
Aug 2021 – Oct 2023
Italy
Customer Success Manager
Customer Success Management: - Onboarded customers and increased engagement with user-focused resources. - Strategically reduced churn and increased product adoption through exceptional service. - Established a systematic approach for integrating user feedback into product enhancements. Renewal and Account Expansion: - Forecasted renewal metrics and prepared for various customer retention scenarios. - Drove growth through strategic upsell/cross-sell tactics within existing client portfolios. CRM and User Engagement: - Enhanced user experience through strategic CRM system implementation. - Increased engagement with inactive users, achieving a 12.5% increase in activity. - Managed email workflows to maximize product usage and satisfaction. Marketing - Project Management: - Surpassed revenue targets by executing targeted email marketing campaigns. - Utilized behavioral data for audience segmentation and tailored promotional strategies. - Provided detailed reports analyzing marketing KPIs for continuous improvement. Cross-functional Collaboration: - Led cross-functional initiatives to enhance CRM capabilities with user behavior insights. - Collaborated in developing intuitive dashboards for real-time tracking and performance forecasting. - Coordinated with external translation professionals for market-appropriate content.
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Nooz-Optics
Jun 2020 – Nov 2020
France, Paris
Customer Care Manager
Customer Support - Owned and resolved customer issues related to purchases, user accounts, and orders. - Delivered personalized customer support across multiple channels. Order Management - Provided comprehensive information about products, services, pricing, availability, and delivery options. - Handled all customer service issues related to online purchases including returns and exchanges. Cross-functional Collaboration - Followed standard procedures for escalating unresolved issues to appropriate internal teams. - Collaborated with external providers to ensure delivery deadlines were met
Education
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University of Antananarivo
Sep 2015 – Aug 2017
Master's Degree, Es -Sciences Économiques - Développement
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University of Antananarivo
Sep 2012 – Sep 2015
Bachelor's Degree, Sciences de la Société - Économie Générale