Yecine Njim

Management of strategic client accounts and coordination of incident and evolution requests. Facilitation of communication between clients and development teams. Implementation of internal processes and best practices for the support team. Design of onboarding materials and video tutorials. Contribution to responses for tenders for major events. Recruitment and training of the Customer Success Management team. Development and presentation of regular reports on support performance (ticket resolution, call management, service indicators) to promote data-driven decision-making and continuous improvement.

Leading technical integration projects for the Expensya solution for new key accounts. Coordination between internal teams (product, support, development) and client contacts. Drafting specifications and deploying customized solutions. Setting up schedules, tracking project milestones, performing functional testing, and validation with the client. Assisting clients in adopting the solution, training end-users, and facilitating workshops. Contributing to the continuous improvement of project processes.

Handling incident tickets and functional requests (level 2). Analyzing client issues and providing product feedback for continuous improvement. Participating in structuring the knowledge base and creating internal documentation. Onboarding, coaching, and training new support staff. Contributing to QA testing on new features.