About Sébastien
With over five years at TripAdvisor, I excelled in strategizing to enhance customer success and drive revenue growth in the EMEA region. My mission was to align with TripAdvisor's goal of maximizing customer ROI, fostering a culture of proactive engagement, and reducing churn through effective customer strategies. My expertise in digital marketing and sales, coupled with my ability to offer diverse insights and foster collaboration, supported the organisation's vision.
At TripAdvisor, my role involved developing sales strategies and executing customer engagement plans that significantly decreased churn rates while boosting up-sells. The use of advanced CRM analytics to track trends and measure ROI was paramount. My contribution to the sales and marketing teams in targeted lead generation and onboarding new customers was recognized with a TripAdvisor's Award in 2022, reflecting our team's dedication to achieving and surpassing our goals.
French
Native or bilingual
English
Fluent
Can work on-site
Barcelona (up to 50km)
Experience
- Tripadvisor (US)Senior Customer Success ExecutiveTRAVEL AND TOURISMSeptember 2019 - December 2024 (5 years and 3 months)Barcelona, Spain> Developed and implemented sales strategies to increase revenue and Customer's ROI.> Conducted proactive outreach through calls, emails, and social media to identify and qualify potential leads.> Collaborated closely with sales and marketing teams to develop targeted lead generation strategies.> Onboarded and trained new customers by activating and helping them to manage their account.> Developed and executed a proactive customer engagement strategy resulting in a decrease in churn rate and an increase in upsell opportunities.> Consistently meet and exceed monthly and quarterly sales quotas. (CSE 2022 TripAdvisor's Award)> Utilized advanced CRM analytics to identify trends, measure ROI, and present actionable insights to manager team level.
- Google Ads DigitalCampaign Manager / NBS FR MarketE-COMMERCESeptember 2018 - September 2019 (1 year)Dublin, Ireland> Optimize the value of client accounts by building, analyzing and managing their campaigns> Develop a strategy across Search, Display, Shopping and YouTube to improve campaign performance.> Ensure high performance and measure the impact of the most complex and high value campaigns.> Build thorough knowledge of how clients can use Google products to meet their marketing objectives across Google Search, Google Display Network, Google Shopping and YouTube.
- Google AdWordsAccount Strategist & Inside Sales SpecialistApril 2017 - September 2018 (1 year and 5 months)Dublin, Ireland> Create and identify new business opportunities by interacting with a wide variety of accounts from small and medium sized, to large enterprises: Target of 65/week> Identify, qualify and upsell in order to meet customer needs : Target of 85% Active Account> Grow revenue by upselling new products and features : Increase 20% of montly budget> Perform in dealing outbound and inbound optimization queries : Average of 40/day> Meet activity metrics such as first call resolution, CSAT ( Quaterly Target of 90%) , appointments made and optimisations implemented : Target of 5/week> Maintain, prioritise and develop a pipeline of opportunities sufficient to consistently meet and exceed quarterly quota objectives : Average of 105% for 2017/2018
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Education
- Google Ads Search Google Ads Video certification Google Ads Display Google Analytics Google Ads FundamentalsGoogle Ads Search Google Ads Video certification Google Ads Display Google Analytics Google Ads Fundamentals
- Advanced IT National Diploma2003Advanced IT National Diploma