Melyssa Ait Belkacem

Hello, I'm Melyssa. I have experience in Customer Success in a B2B SaaS environment, with a strong focus on customer relations, user support, and strategic account management.

At Novalend, I managed a portfolio of 15 to 20 key accounts on a SaaS solution, overseeing the platform deployment, onboarding, and daily user support. My role was to ensure smooth tool adoption, build trust with clients, and provide personalized support based on their business needs. Through targeted training and user journey optimization, I contributed to achieving an activation rate of over 75%.

I was also in constant communication with sales and technical teams to coordinate client requests, monitor incidents, and improve the user experience. This experience allowed me to develop an approach highly focused on customer satisfaction, loyalty, and proactive account management.

I then joined the Factoria group, where I led a CRM migration project, supporting over 80 internal users. I was responsible for change management, training, and monitoring the adoption of new tools, while coordinating various internal and external stakeholders. This experience strengthened my ability to manage multiple projects simultaneously while maintaining a high level of service quality and customer relations.