Moutio Zahrouni

Experience

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  Continental Group International

  Dec 2011 - Sept 2015

  Customer Service Manager
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  Capital Outsourcing Group UK

  Jan 2016 - Jul 2016

  Account Manager
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  Connect Distribution Services Ltd

  Jul 2016 - Jan 2018

  Senior Key Account Manager

  Connect Distribution Services Ltd is a supply chain and logistics company that specializes in the distribution of consumer electronic products and appliances.● Maintained and managed key client portfolios, ensuring strong relationships and customer loyalty.● Formulated product proposals tailored to meet client needs, effectively communicating value propositions and securing new business opportunities.● Analysed customer health metrics and gathered feedback through satisfaction surveys to continuously improve service quality and identify areas for enhancement.● Successfully increased the active number of accounts and expanded the range of products within the assigned account base, driving revenue growth and expanding business opportunities.● Built trust and refined communication channels between manufacturers and distributors, focusing on Service Level Agreement (SLA) agreements, and ensuring smooth business operations. Show less

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  DP Business Events

  Mar 2018 - Oct 2020

  Sales Manager

  DP Business Events Ltd is an event management company that organizes and coordinates corporate events and conferences. They offer end-to-end event planning services, from conceptualization to execution, to help businesses create impactful and engaging events that facilitate networking, knowledge-sharing, and business growth.● Managed event development and content creation (marketing), from concept to completion, ensuring adherence to pre-determined briefs and delivering high-quality experiences for both supplier and buyer attendees.● Cultivated a high-performing team, driving individual KPIs and sales targets ensuring a collaborative and driven work environment. Show less

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  Navitas

  Oct 2020 - Aug 2021

  Onboarding Manager

  Navitas Safety is a safety consulting and solutions company that specializes in providing comprehensive workplace safety and risk management services. They offer training, audits, and safety program development to help businesses maintain regulatory compliance and create safer work environments for their employees.● Managed the day-to-day operations of the onboarding team, setting standard operating procedures and key performance indicators (via TTV) to drive efficiency and ensure high-quality outcomes.● Led the onboarding and integration of new clients to Navitas, ensuring successful implementation and alignment with client expectations and deliverables.● Cross-departmental collaboration to improve the overall customer experience, advocating for clients, providing valuable product feedback, and making recommendations for enhancements.● Supported sales activities by arranging and delivering demos of key systems, methodologies, and techniques used by the Navitas Platform, effectively showcasing the value proposition to potential clients.● Hardware implementation and setup Show less

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  VivaCity

  Sept 2021 - Aug 2023

  VivaCity Labs Ltd is a research and technology firm focused on urban solutions. They develop and implement cutting-edge technologies, such as smart city infrastructure, data analytics, and sustainable urban planning strategies, to address modern urban challenges and enhance the quality of urban life.● Managed and led a remote team of Customer Success Managers (CSMs), effectively conducting 1:1 and bi-annual 360 reviews, setting weekly and ad hoc tasks, prioritising objectives, facilitating team meetings, and driving individual performance appraisals.● Executed account-specific relationship framework, including scheduled status calls, Quarterly Business Reviews (QBRs), account documentation resulting in increased client satisfaction and retention.● Cross-departmental collaboration on Objectives and Key Results (OKRs), ensuring company-wide completion and alignment.● Helped Implement playbooks and tools to assist with process changes and new feature development at VivaCity (via Outline) and provided valuable insights to drive process changes and improve overall customer success outcomes.● Assisted with constructing an agile and optimised CRM system (Totango) aimed at amplifying efficiency, expediting time to initial value, and minimising resource demands.● Established a company-wide customer feedback loop (via Slack), driving a culture of customer success and enabling continuous improvement across all departments.● Conducted pre-sales meetings to understand project objectives, values, and deliver product demonstrations, effectively aligning customer needs with the company's offerings. Show less ● Accountable for the health and success of local authorities nationwide, overseeing a select portfolio of high/medium touch clients through entire journey from onboarding to renewal and expansion/upsell, ensuring high levels of client satisfaction via retention and minimising any potential churn in the process.● Supported the sales team by facilitating activities to aid new business acquisition, leveraging customer success stories and cross-departmental collaboration for seamless customer experiences.● Helping quantify internal business cases for new feature development, providing data-driven insights from clients to support future company roadmap.● Managed contracts, budgets, and invoicing, ensuring accuracy and timely delivery of services while maintaining profitability.● Delivered persistent, proactive analysis of traffic data and movement patterns in alignment with project objectives, pinpointing noteworthy areas for deeper exploration and investigation.● Ongoing refinement of client product knowledge and feature mastery through interactive live seminars and in-person training sessions Show less

  • Sub-Team Lead Customer Success Manager

    May 2022 - Aug 2023

  • Customer Success Manager

    Sept 2021 - May 2022
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  Hublsoft

  Nov 2023 - now

  Customer Success Manager