Emna Hamouda

Experience

• 

  Air France

  Sept 2011 - Jun 2014

  Content Management System (CMS) Team Front end developer Improve the indexing by site (Search engine optimization for Air France web site Manage the back office Teamsite CMS: Teamsite tools migration Develop interface for contributors for the Air France web site Contribution to improve the web site www.airfrance.fr Java Developer Application to manage turns of aircraft -Studies of existing -Design of the application -development of the applicationSkills: Perl, Shell, JavaScript, HTML5, CSS3, Clearcase, Teamsite CMS (Content Management Systems), Quality Center, TinyMCE, GIT Show less

  • Web & Backend Software Engineer

    Sept 2011 - Jun 2014

  • Java Software Developer

    Sept 2011 - Sept 2012
• 

  DOCAPOST

  Jul 2014 - Mar 2016

  Software Engineer

  ECM (ALFRESCO)Technical and Functional support Management. Java developer on ALFRESCO (ECM) Skills: Alfresco, Eclipse, JavaScript, Linux, TortoiseHg , Mantis

• 

  Vodafone Automotive

  Apr 2016 - Sept 2018

  Customer Care- Support and Customer Facing leader

  Service Operation Management.Porsche Project & Aston Martin Customers . Planning and follow up customers’ requirements, Documentation and Training Management. Customers satisfaction management, weekly meeting with Clients. Reporting to both Customers and top managementUser acceptance testing Team leader support level2Mange Enhancement, change request, new requirements with different Business, Dev and delivery Team.Skills: Oracle 10G DB , Linux servers , Jira, confluence, Salesforce. Show less

• 

  Experian

  Sept 2018 - Oct 2019

  Project Manager

  Manage project development life cycle from sales process to implementation project.Portfolio Management, 5 Project in Latin America, Asia and AfricaTeams Coordination, work with Product, Dev support and DeliveryCustomers satisfaction management, weekly meeting with ClientsEstablished Risk Management, Budget control,Reporting Identify Interests and Preferences of StakeholdersManage offshore team (5 persons in India).Skills: MS project, Strategic Planning, Analysing Business Problems, Writing Proposals for Business, Initiatives and Projects Show less

• 

  Vulog

  Oct 2019 - Sept 2022

  Customer Success Manager

  Manage all phases of project development life cycle (before sale, solution implementation phase, specific developments, support activities, project launch, post launch follow-up)Be accountable for successful project delivery (scope,time and cost)Establish trusted/strategic advisor relationship with each assigned clientConduct customer satisfaction and product adoptionEnsure streamlining of information flow between Ensure streamlining of information flow betweencustomers and Vulog's teams (Solutions Engineering, Product, Sales, Support and Supply Chain)Conduct business requirements discussions with clients to identify how solution will enable themto meet those requirements.Feed product team with customers' feedback which could enrich product roadmapConduct product trainings and demonstrations for customersSkills: MS project, Strategic Planning, Analysing Business Problems, Writing Proposals for Business, Initiatives and Projects ,Prodcut portal, Confulence , Jira Show less

• 

  Planisware

  Jul 2022 - now

  Establishing and nurturing strong relationships with key clients to ensure long-term partnerships. • Developing and executing long-term account strategies aimed at client retention and business growth. • Collaborating closely with product, marketing, and support teams to maintain high levels of client satisfaction. • Overseeing the terms and successful execution of client contracts, ensuring alignment with client expectations. • Detecting upsell and cross-sell opportunities to maximize client value and drive revenue growth. • Conduct product trainings and demonstrations for customers Skills: Customer management, Negotiation, Sales and Business development, Salesforce Show less Implement, improve and standardize key processes to ensure consistent and reliable journey for customers.Work with other departments to improve efficiency user experience and customer satisfaction by defining and implementing best practices.Create and build OKRs and strategic plan for CS team.Work with account teams to plan and execute long term Success Plans to facilitate retention and growth via product and new business unit expansion.Work cross-functionally with Product, Engineering, Marketing and other teams to resolve customerbusiness issues and work towards their stated goals.Target high customer satisfaction scores, increase customer retention, customer subscriptions upselling,and successful promotion of customer referrals.Manage customer feedback and product needs by providing feature requests to internal partner teams.Guide and measure customer's adoption, training and development of best practices to continually driveincremental value and return on customer's investmentKnowledge of Key SaaS Metrics and CRM Salesforce. Show less

  • Key Account Manager

    Jan 2024 - now

  • Senior Customer Success Manager

    Jul 2022 - Jan 2024