Freelancer profile translated to English.
Back to original languageAbout Zafer
I help SaaS companies improve their customer relationships, onboarding, and Customer Success processes through a human, digital, and results-oriented approach.
With a background in digital project management, I support teams on topics related to customer support, user tracking, customer experience, and workflow optimization. My goal is to contribute to a fluid and proactive experience for both users and internal teams.
I can be involved in Customer Success, customer support, onboarding, operational management, process improvement, or tool structuring missions.
Curious, adaptable, and collaboration-oriented, I enjoy working in dynamic environments where customer relationships play a central role in growth and loyalty.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- KareCustomer Success ManagerMarch 2026 - Today (5 months)Paris, FranceProfessional training to develop technical skills and join the top 10% of Customer Success Managers 🚀• Customer onboarding and support• Customer retention strategy• Negotiation & business development strategy• Support and ticketing tools, CRM tools (Zendesk, Intercom, Aircall, Hubspot, Salesforce, Slack...)• KPIs analysis (CSAT, churn, NPS, NRR, MRR) renewal, loyalty• Cross-sell and up-sell strategy• Understanding of the start-up environment• Project Management: Improvement of the customer journey, mapping, action plan• Challenge management: Anticipate customer expectations, manage conflicts and problems effectively
- Ottoman GrillOperation ManagerSeptember 2017 - Today (8 years and 11 months)Saint-Gratien, FranceAnalysis of customer feedback and implementation of continuous improvement actions to optimize experience and reduce dissatisfaction.Contribution to customer visibility and acquisition through social media management, content creation, and support optimization.
- Eklipse-agenceWeb Project ManagerJanuary 2024 - April 2024 (3 months)Paris, FranceSEO optimization and blog post writingContent design (texts, visuals) aligned with business objectivesCreation of social media content via Canva
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Education
- Certification in Service Hub SoftwareHubspot Academy2026Certification au logiciel Service Hub
- Professional Scrum Product Owner I (PSPO I)scrum.org2025Professional Scrum Product Owner I (PSPO I)