You're seeing this page as if you were . The main menu is still yours, though. Exit from immersion
Medesse Hermine KocoMH

Medesse Hermine Koco

Customer Success Manager | Software Support

€250/day
Paris, FR
3-7 years

Average response time: 1 hour

Freelancer profile translated to English.
Back to original language

About Medesse Hermine

Digital customer support, software support, and application support specialist, I assist companies, platforms, and SaaS environments in managing customer and user support (chat, email, ticketing tools like Zendesk, Jira).
Organized, responsive, and customer satisfaction-oriented, I provide operational reinforcement as well as support process improvement.

My Key Skills

User Support and Adoption
Assistance with quick application adoption, user onboarding, and usage security.

User & Application Support (SaaS)
Handling requests, incident analysis, resolution, and follow-up until closure.

Remote User Training
Conducting training sessions (video calls), functional demonstrations, and pedagogy adapted to non-technical profiles.

Monitoring Tool Functionality
Usage monitoring, malfunction detection, bug reporting, and anomaly tracking.

Customer Success & Satisfaction
Proactive user monitoring, preventing disengagement risks, and continuous improvement of the customer experience.

Functional Testing & Anomaly Qualification
Functional acceptance, bug reproduction, clear communication with technical teams.

Writing and Updating Support Materials
User guides, FAQs, procedures, and functional documentation.

Clear and Solution-Oriented Communication
Active listening, needs rephrasing, and personalized support.

Autonomy, Rigor, and Service Orientation
Ability to manage priorities, work independently, and ensure reliable and quality service.

Target Roles

Customer Success Manager / Application Support
CSM – User Support & Assistance (SaaS)
Customer & User Support and Training Officer
Customer Success & User Support
  • French

    Native or bilingual

  • English

    Conversational

Can work on-site
Paris (up to 40km), Lille (up to 15km), Lyon (up to 15km), Nantes (up to 15km), Vichy (up to 10km)

Experience

  • Dealt
    FREELANCE SAAS SUPPORT
    September 2025 - Today (9 months)
    Onboarding service providers.

    Conducting remote training sessions and assisting with tool adoption.

    Performing functional tests, identifying, and reporting anomalies to development teams.

    Contributing to the continuous improvement of training and documentation materials.
    Customer Support Project Management SaaS Support Digital Customer Support Application Support
  • MASIC GROUPE
    Digital Project Manager
    December 2024 - July 2025 (7 months)
    Managing the development of a real estate management application and overseeing projects.
    Gathering and analyzing business needs (construction, rental management, maintenance).
    Writing the functional specifications and coordinating with the development team.
    Monitoring project progress.
    Project Management IT Project Management Teamwork Web Project Management
  • WIM
    APPLICATION SUPPORT / FUNCTIONAL TESTER
    January 2022 - November 2024 (2 years and 10 months)
    User assistance and incident resolution
    Assistance with WIM usage
    Design and execution of functional tests
    Identification and tracking of anomalies
    Contribution to continuous improvement and WIM quality
    User Support User Training Anomaly Management Functional Testing Analytical and Problem-Solving Skills

Recommendations

Be the first to recommend Medesse Hermine

Help this freelancer shine by sharing your experience working together.

These freelancer profiles also match your criteria

AgathaA

Agatha Frydrych

Backend Java Software Engineer

4.7

(3)

2

BaptisteB

Baptiste Duhen

Fullstack developer

4.6

(4)

5

AmedA

Amed Hamou

Senior Lead Developer

4

(2)

7

AudreyA

Audrey Champion

Web developer

4.3

(3)

4

Education

  • Master in Digital Humanities
    University of HAUT-de-France
    2022
    Master Humanité Numérique
  • Bachelor's Degree in Information and Communication
    University of Rennes 2
    2019
    Licence Information Communication

Skill set

Categories