Marcos Richer de Forges

• Led and mentored a cross-functional team of 6 Customer Success professionals (3 CSMs, 3 DCMs), driving a 15% increase in overall team productivity. • Reduced churn by 12% by optimizing Salesforce workflows and implementing proactive risk alerts to accelerate customer engagement and product demos. • Improved customer retention by 10% through the standardization of CS health scoring, strategic action plans, and renewal management workflows. • Boosted upsell revenue by 15% across the account portfolio by partnering cross-functionally with Sales, Product, and Support to uncover expansion opportunities. • Engineered custom Salesforce dashboards to track core metrics (churn, adoption, CSAT), which slashed executive reporting time by 30%. • Elevated client satisfaction scores (CSAT) by 4 points through targeted 1:1 coaching frameworks on product expertise and retention strategies.

• Definition of SEA/SEO/RS strategy • Traffic and Team Management • Landing Page creation + CRO optimization • Optimization and management of search engine advertising investment • Implementation of workflows and email nurturing campaigns in the CRM • Updating of websites and promotional events on GMB • Optimization of social media advertising campaigns managed by various partners • Project monitoring for the implementation of tracking tools • Reporting

• Development and implementation of the digital acquisition strategy (SEA/SEO/Social Media). • Team Management • Landing page creation and CRO optimization. • Optimization and management of search engine advertising investment. • Expertise in lead and traffic acquisition (responsible for over 70% of the Group's acquired leads).

• Strategic implementation and management of SEA advertising investments – Google Ads and Bing (Budget > €4M/year) • Team Management • Expertise in lead generation – implementation of advertising campaigns across various platforms. • Responsible for acquiring over 2,000 leads daily. • Hourly monitoring and management of inbound call flow for national and international call centers. • Landing page creation and CRO optimization. • Daily management and optimization of group SEA accounts.

• Elaboration, Implementation & Management of Group's Web Advertising Strategy. • In Charge of Department's Budget, Editorial & Technical Audit of Group's Sites, Sites' Structure Optimization - SEO, Client's SEM Accounts' Management & Consulting.

. Optimize Clients’ Platform Knowledge and assist them in regards to Campaign Analysis and Management. . Manage Relationships with clients and develop a thorough understanding of their business challenges to Optimize Clients' Accounts by providing recommendations tailored to clients' goals. . Improve clients' campaign performance and return on investment. . Leverage on this strategic partnerships to add value to advertisers' business. . Explore creative ways to improve relationships with clients and grow client revenue.

. Develop International Sales . Manage Key Accounts

. Web Sites' Content Implementation . Online Advertising Campaigns Management (Google Ads) . Translation of Web Site's Interface (French, English, Portuguese & Italian)

. Answer customers' queries via email or phone in French, English or Portuguese

. Managed Online Advertising & Sales Process – Marketing research, target marketing, cold-calls, presentations on Power Point, negotiation of web advertising contracts.

. Sales Team Manager (selected, recruited, formed, trained and managed a team of 15 sales representatives). . Management of promotional events for TMnet (Telekom Malaysia), Asia Telecoms and Room Service Deliveries).