Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Kadija Diallo

McLean,VA

Summary

Success-driven and analytical problem-solver with a talent for leadership, team building, and excellent skills in customer relationship management. Proficient in using independent decision-making and sound judgment to positively impact the company's success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Client Success Manager

Indeed
01.2020 - 04.2024
  • Led a team of 10 client success managers, providing guidance and mentorship to drive individual and team performance, resulting in increase in quarterly revenue from upselling opportunities
  • Created and executed tailored customer success strategies, resulting in a 15% increase in client retention rates and a 20% enhancement in team productivity through data-driven insights and customer feedback
  • Championed customer advocacy programs, engaging satisfied clients as references and case studies, contributing to a 25% increase in new client acquisitions through referrals
  • Collaborated cross-functionally with sales, product, and marketing teams to develop and implement customer-centric strategies, resulting in a 30% improvement in customer journey satisfaction
  • Conducted in-depth analysis of customer feedback and performance metrics to identify areas for improvement, leading to a 25% reduction in customer churn.

Client Success Manager

Indeed
03.2017 - 12.2019
  • Managed business relationships with 15 clients, including Google, Amazon, and FedEx, and presented marketing strategies to senior management to drive ROI and re-engineer sales operations, generating $2M+ in annual revenue
  • Developed and executed a targeted upselling strategy for existing clients, resulting in a 25% increase in upsell revenue and contributed to a 10% overall revenue growth for the department
  • Delivered engaging presentations and training sessions to educate clients on product features and best practices, resulting in a 30% increase in product adoption rates
  • Reduced the average response time to client inquiries by 30% highlighting a tangible improvement in customer experience, client satisfaction, and retention

Client Success Team Lead

Premiere Response
04.2015 - 01.2017
  • Mentored a team of 8 client success agents, fostering a culture of excellence and accountability, resulting in a 30% increase in team performance and surpassing departmental KPIs
  • Promoted customer feedback collection and analysis processes, resulting in a 15% improvement in customer satisfaction scores
  • Collaborated with cross-functional teams to identify opportunities for process improvement and streamline workflows, increasing team productivity.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Education

Bachelor of Business Administration -

Gaston Berger University
Saint-Louis
12.2014

Skills

  • Customer Retention & Growth Strategies
  • Communication & Presentation Skills
  • Leadership & Team Management
  • Customer Success Metrics & KPIs
  • Upselling & consultative selling
  • Strategic account development
  • Customer Journey Mapping
  • Relationship Management
  • Change Management
  • CRM Software
  • Adaptability
  • Empathy

Certification

Google Project Management Certificate: 12/2020

Google

Languages

French
Fulani
English
Wolof

Timeline

Sr. Client Success Manager

Indeed
01.2020 - 04.2024

Client Success Manager

Indeed
03.2017 - 12.2019

Client Success Team Lead

Premiere Response
04.2015 - 01.2017

Bachelor of Business Administration -

Gaston Berger University

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Kadija Diallo