Samya H.

CSM missions + Sales through renewal. Training organizations portfolio. 130 clients - 400K revenue.

Client portfolio management and optimization:

Daily support for a portfolio of 400+ clients to ensure optimal platform adoption and maximize their satisfaction (CSAT: 4.5/5). Quick response to requests with an SLA of less than 24 hours, ensuring responsiveness and client engagement. Implementation of strategies to improve engagement and retention through personalized actions and proactive monitoring.

Continuous improvement of customer experience:

Analysis of customer feedback to identify friction points and optimize the user experience (CES: 6/7). Collaboration with product and tech teams to prioritize customer needs, which helped reduce Customer Effort Score and improve adoption.

Development of solutions to facilitate the customer journey and ensure lasting satisfaction.

Support and ticket management:

Efficient management of customer tickets, enabling quick resolution and a smooth experience. Participation in improving internal processes to enhance customer service efficiency. Creation of self-help resources (FAQ, guides, tutorials), reducing the volume of incoming requests and increasing customer autonomy.

Loyalty and engagement:

Development of communication and follow-up campaigns to encourage platform usage and improve retention. Monitoring adoption KPIs and implementing corrective actions to improve loyalty. Organizing training sessions and webinars to strengthen user buy-in and engagement.

Learner and client support (B2C/B2B):

Responsible for daily support of users throughout their journey, ensuring a smooth and satisfying experience at every step. Direct interaction with clients to resolve their issues, ensure the success of their project, and optimize the user experience.

Continuous improvement and needs analysis:

Identification of platform improvement opportunities through analysis of user feedback, integration of TMA tickets, and brainstorming innovative ideas. Implementation of concrete solutions to optimize the user experience and product, contributing to increased customer satisfaction.

Creation of empowerment solutions:

Design and deployment of a Customer Success Hub including resources such as FAQ, tutorial videos, and practical guides. Result: increased customer autonomy and reduced support requests, accelerating their adoption of the e-learning platform.

User retention and engagement:

Design of email communication campaigns aimed at improving user retention and encouraging course completion. Measurable results: increased retention and improved training completion rates.