Milica Ilic
Customer Success Manager @Emplifi
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WORK HISTORY
Customer Success Manager @Emplifi
Paris, FR
Emplifi is the leading social media management platform for marketing, commerce and care cloud Managed a portfolio valued at $1.7 M in Annual Recurring Revenue (ARR), including Ferrero Group- Acted as a trusted consultant to clients, to ensure successful adoption of products and alignment with business objectives- Executed tailored onboarding programs trainings and accelerating customer success outcomes- Monitored client health metrics and proactively addressed challenges to maintain a targeted retention rate- Conducted regular business reviews to identify opportunities for growth- Analysis of client needs and expectations to provide tailored technical and financial solutions- Partnered with cross-functional teams (product, sales, technical support) to resolve client issues, to improve the customer experience, and develop the Emplifi products- Identified and secured new sales opportunities for Emplifi products and services - In charge of the contract renewals negotiations and upselling- Daily use of CRM software - Salesforce
EDUCATION
University of Belgrade
FON, Management and organization
Université Paris-Est Créteil
Master's degree, Business Administration and Management, General
IAE Paris-Est
International MBA, Business Administration and Management, General
Third Belgrade Grammar School
Prirodno matematički smer
SKILLS
ABOUT MILICA ILIC
6 years of experience working in SaaS business- Customer Success Manager, Account Manager, Solution Consultant roles- Digital Marketing, Social Media- Client Success : Strategic planning, Business reviews, Project Management- Sales : Renewals, Upselling & Cross-selling, Professional services - Management of commercial and enterprise clients in the EMEA market, within different industries (FMCG, Retail, Fashion, Hospitality, Sport, Digital Agencies.)- Customer relationship : C-Level, Marketing, CRM, Digital, IT - Salesforce
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