Summary
Overview
Work history
Education
Skills
Languages
Tools
Timeline
BusinessAnalyst
Sihame Bikbi

Sihame Bikbi

London

Summary

A dedicated and results-driven Bilingual Customer Success Manager with an outstanding ability of building first-class, trusting relationships with clients and stakeholders. Recognised for consistently delivering service above expectations and turning client challenges into positive outcomes.

I possess a proven track record of identifying risks and proactively implementing action plans to minimize churn, ensure business continuity, and promote opportunities for expansion.

Known for exceptional communication skills, resilience, and a strong sense of responsibility, with a commitment to delivering excellence in every client interaction, I was honoured each year with multiple company awards in both the banking and tech industries over the past 8 years.

Overview

13
13
years of professional experience

Work history

Bilingual Customer Success Manager

Conga (formerly Apttus)
London
11.2023 - Current
  • Ownership of 30+ Commercial and Enterprise accounts as main advisor: Onboarding, Support, Education, Adoption, Retention and Expansion
  • Achieved high customer retention with concerted engagement and proactive communication strategies
  • Built strong relationships with clients and stakeholders, including C-level executives, through regular communication and on-site visits to proactively assess and address account needs
  • Organised operational reviews to assess customer experiences and satisfaction as well as challenges and objectives.
  • Analysed data to identify trends and potential churn risks as well as cross-sell and up-sell opportunities
  • Monitored customer trends and account performance to proactively identify and rectify challenges to maximise ROI
  • Prepared detailed KPI reports to provide insight into account performance.
  • Monitored competitor activity, staying ahead in the market competition.
  • Contributed actively to networking events, expanding professional contacts, strengthening relationship with clients and prospects.
  • Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.



Bilingual Business Development Representative

Conga (formerly Apttus)
London
11.2021 - Current
  • Generating new leads via phone, email and LinkedIn in English and French, focusing on Benelux, Iberian and African regions
  • Accelerated brand visibility by executing strategic business development activities
  • Expanded client base through diligent prospecting and networking, using tools such as Salesforce, Sales Navigator, Lusha, 6Sense, Outreach...
  • Identified potential leads to maximise conversion rates.
  • Delivered compelling presentations, influencing decision-makers towards partnerships.
  • Analysed market trends for informed business decisions.
  • Participated in trade shows to amplify brand presence.
  • Collaborated closely with marketing and sales team to align strategies and targets.
  • Orchestrated product demonstrations that showcased unique selling points effectively.
  • Closed new business sales to achieve targets, retaining business through exceptional client care.

Sales Negotiator

Foxtons
London
05.2021 - 10.2021
  • Successfully converting leads into potential buyers
  • Effectively managing a demanding portfolio, scheduling viewings with potential buyers and coordinating with tenants/vendors
  • Consistently recognised as number 1 for referrals to partner broker (Alexander Hall), whilst operating out of the highest profile Foxtons branch, Canary Wharf.
  • Proactively maintaining a comprehensive knowledge of available listed properties within the agency
  • Owning the sale process from an offer being agreed to its completion
  • Maintaining a successful portfolio of potential buyers via extensive and consistent contact through telephony and email

Global Service Manager - European Accounts

Barclays International
London
12.2016 - 05.2021
  • Proactively responding to servicing requests from clients and relationship team(s) based in Paris, through telephony and e-mail channels in both French and English
  • Identifying inefficiencies in processes and systems, implementing corrective actions and escalating to senior management where necessary
  • Proactive assistance and education to clients and stakeholders on existing and new processes/digital platforms
  • Handling daily queries (complex payment investigations, international payment back-valuations, mandate verification, product management, recall/return of funds, account closure with payment instruction etc.) whilst proactively mitigating operational and financial risk
  • Complaint Management; Full ownership from inception to resolution, whilst adhering to industry regulations
  • Attending client visits and regular client conference calls together with the Relationship and Cash Team
  • Regularly in charge of one-to-one and group trainings in Corporate Banking Products and Systems, including the creation and delivery of training material aligned to Barclays standards
  • Investors In People Champion; directly involved in Barclays Client Service achieving Platinum status in 2019 and 2020 (one of 27 business globally to have achieved this accreditation).

Freelance - Business Development, Recruitment and Business Event Organizer

All Communications Network
London
01.2013 - 12.2016
  • Managing and supporting a team of 50+ partners; Organizing and leading business presentations to up to 100 people
  • Planning Business Trips for International Training Events (Europe) with founders and top performers in the company
  • Actively involved in Recruitment of Partners and Sales Training
  • Client Relationship Management, ensuring the satisfaction of the customers and offering after-sale assistance


Assistant Manager, Barista and Cook

Riley's Restaurant
London
05.2011 - 05.2014
  • Significant contribution to the development of the restaurants concept, sales strategies and customer retention
  • Single handedly facilitating the recruitment and training of new employee’s

Education

Master's degree in 'French as a Foreign Language' - Languages and Education

University of Rene Descartes, Paris V- University of humanities and health sciences
Paris, France

Skills

  • Strategic thinker with deep expertise in Sales and Customer Retention Strategies, gained through professional training and industry literature
  • Excellent interpersonal skill with a solution-oriented attitude and great ability to build rapport and influence
  • Emotionally intelligent, empathetic, and resilient, with a steady focus on maintaining high performance under pressure
  • Sensible observer and listener

Languages

French
Native
English
Fluent
Spanish
Intermediate (B1)
German
Elementary

Tools

MS Office Suite, Salesforce, Gainsight, Power BI Pro, Sales Navigator, Outreach, Lusha, 6Sense, Siebel

Timeline

Bilingual Customer Success Manager

Conga (formerly Apttus)
11.2023 - Current

Bilingual Business Development Representative

Conga (formerly Apttus)
11.2021 - Current

Sales Negotiator

Foxtons
05.2021 - 10.2021

Global Service Manager - European Accounts

Barclays International
12.2016 - 05.2021

Freelance - Business Development, Recruitment and Business Event Organizer

All Communications Network
01.2013 - 12.2016

Assistant Manager, Barista and Cook

Riley's Restaurant
05.2011 - 05.2014

Master's degree in 'French as a Foreign Language' - Languages and Education

University of Rene Descartes, Paris V- University of humanities and health sciences

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