Sofia Oulhent
Senior Digital Project Manager | CRM & SaaS
Salary / Daily rate
Casablanca, Morocco
Freelance, open to permanent contract
Remote only
Skills
Languages
About me
Intro
Senior Customer Success & Digital Project Manager with over 9 years of professional experience across SaaS, real estate tech, and customer operations. I specialize in client onboarding, digital process optimization, and technical support (L1 & L2), working closely with cross-functional teams to deliver impactful, scalable solutions. Bilingual in English and French, hybrid/remote-ready, and committed to long-term client value and operational excellence.
Work experience
Senior Digital Project Manager - CSM
Confidential BTP
Apr 2024 - Present
2 years 7 months
Paris, France
1. Client Onboarding : - Conduct initial meetings with new clients to understand their requirements and goals. - Guide clients through the onboarding process, explaining procedures and setting expectations. - Coordinate with various teams to ensure smooth transition and setup for the client. 2. Solution Configuration : - Customize the digital solution according to the specific needs and preferences of each client. - Configure software settings, modules, and integrations to align with client requirements. - Test configurations to ensure functionality and compatibility with client systems. 3. User Training : - Develop training materials such as user guides, manuals, and tutorials. - Conduct training sessions for client users, both in-person and remotely. - Provide ongoing support and refresher training as needed. 4. User Support (Ticket Management) : - Serve as the primary point of contact for user inquiries, issues, and requests. - Monitor and manage ticketing system to ensure timely response and resolution. - Troubleshoot technical problems and escalate issues to appropriate teams if necessary. 5. Management of User Relationship and Satisfaction : - Regularly communicate with clients to gather feedback and assess satisfaction levels. - Address any concerns or issues raised by clients promptly and effectively. - Proactively identify opportunities for improvement and additional support to enhance user experience and satisfaction. 6. Project Management : - Develop project plans, timelines, and milestones to ensure successful implementation and delivery. - Coordinate with internal and external stakeholders to align project objectives and priorities. - Monitor project progress, identify risks, and implement mitigation strategies as needed.
MC APP Luxembourg
Mar 2022 - May 2024
2 years 3 months
Community & Global Customer Success Manager
Mar 2023 - May 2024
1 year 3 months
- Managed client relationships globally, ensuring satisfaction and success. - Developed and coordinated customer success initiatives on an international scale. - Created and implemented customer success strategies to maximize product and service value. - Proactively resolved issues and addressed customer inquiries worldwide. - Promoted customer engagement and loyalty through effective interactions. - Collaborated with internal teams to ensure a high-quality customer experience. - Analyzed customer needs and proposed tailored solutions to meet business objectives. - Monitored performance and customer satisfaction indicators for continuous improvement.
Communtiy & Customer Success Manager
Mar 2022 - Mar 2023
1 year 1 month
Morocco, IN 47963, USA
Digital Media Strategist: - Orchestrated digital media strategies, boosting customer inflow and purchase rates. - Executed impactful campaigns across diverse paid media channels, fostering community growth. Customer Experience Analyst: - Conducted in-depth analyses of community behavior, driving continuous improvements. - Evaluated digital media effectiveness, ensuring seamless transition to heightened customer satisfaction. Onboarding & Feedback Coordinator: - Personally guided new customers, ensuring seamless onboarding. - Leveraged customer feedback for refining overall experiences. Engagement & Support Specialist: - Formulated compelling content strategies, enhancing brand visibility. - Monitored online conversations to safeguard positive reputation. E-Commerce Optimization Specialist: - Applied SEO and UX enhancements, elevating customer interaction. - Aligned strategies with data-driven insights for optimal success.
Community Manager
Confidential
Jan 2019 - Mar 2022
3 years 3 months
Morocco, IN 47963, USA
- Responsible for online community management across social media platforms. - Creation, planning, and management of content. - Community engagement and online reputation monitoring. - Measurement and analysis of results to optimize strategy.
Webhelp
Jan 2016 - Jan 2022
6 years 1 month
Agadir 80000, Morocco
Recruitment Officer
Aug 2021 - Jan 2022
6 months
Agadir 80000, Morocco
- Development of recruitment strategies. - Evaluation and selection of qualified candidates. - Interview coordination and job offer management.
Technical Advisor -LEADER SMARTPHONE
Jan 2019 - Jan 2022
3 years 1 month
Agadir 80000, Morocco
-Provided tier 1 technical support for iOS clients, ensuring prompt and effective resolution of their queries and issues. -Acted as a level 1 team coach, guiding and mentoring junior members to enhance their technical proficiency and customer service skills. -Delivered tier 2 technical support for clients across iOS, MacOS, and iTunes platforms, demonstrating expertise in troubleshooting and problem-solving. -Served as a level 2 team coach, fostering a collaborative and knowledgeable environment while providing advanced support and guidance to team members.
Telesales Trainer - Bouygue Telecome
Jan 2018 - Jan 2019
1 year 1 month
Agadir 80000, Morocco
- Developed and conducted sales training sessions, focusing on essential techniques. - Utilized interactive methods and practical exercises for effective learning. - Monitored progress and provided tailored feedback to enhance skill development.
Telesales Coach - Bouygue Telecome
Jan 2016 - Jan 2018
2 years 1 month
Agadir 80000, Morocco
- Provided telesales consulting services, offering expertise in sales strategies. - Conducted team coaching sessions to improve performance and skills. - Implemented tailored approaches to optimize telesales outcomes.
Licenses & certifications
SEO Certificat
Issued: Apr 2024