Omaïma Feriani
Customer Success Manager
Paris
Profil professionnel
Customer Success Manager with 10+ years of international experience helping organizations adopt complex technology solutions across MedTech, HR Tech and global enterprise environments. Specialized in managing strategic customer relationships, driving product adoption, leading cross-functional initiatives and translating technical complexity into measurable business value. Proven ability to build trusted partnerships with customers, distributors and executive stakeholders while collaborating with Product, Sales, Engineering and Operations to improve customer outcomes. Recognized for rapidly mastering new industries, leading multicultural teams and enabling organizations to successfully adopt new technologies through education, process improvement and customer advocacy.
Vue d'ensemble
1
1
Certification
11
11
years of professional experience
Expérience
Customer Success Specialist
MEDIT Corporation
2024.05 - 2026.07
- Manage strategic distributor relationships across Europe, helping partners, dental clinics and laboratories successfully adopt Medit's AI-enabled digital dentistry solutions.
- Manage a portfolio of 15 strategic distributors across French-speaking Europe.
- Drive product adoption and workflow optimization for partners and end users.
- Deliver software and hardware demonstrations while supporting pre-launch product evaluations for selected distributors.
- Represent Medit at international dental congresses annually, demonstrating products, providing technical expertise and supporting commercial teams.
- Act as the Voice of the Customer, partnering with Product, R&D, QA and Sales to improve product quality and customer experience.
- Develop customer enablement resources and Help Center documentation that increase customer autonomy.
- Support French-speaking Europe while providing backup across the wider EMEA organization.
Customer Service Supervisor
ENVISTA HOLDINGS
Prague
2021.01 - 2022.09
- Led Customer Experience operations supporting France and Benelux.
- Built and led a multicultural Customer Experience team of 20 professionals.
- Established a new operational team during COVID, delivering onboarding, coaching and operational readiness.
- Managed CSAT, SLA, Quality, First Response Time and operational KPIs.
- Standardized customer-facing processes across multiple European markets.
- Partnered with Customer Success Directors, Regional Leadership and Sales Managers to improve customer outcomes.
- Coached employees through structured development plans and continuous improvement initiatives.
Customer Experience Process Expert
AB InBev
Prague
2020.01 - 2020.12
- Subject Matter Expert and Process Owner during the transition of Customer Experience operations.
- Led operational readiness for a major international GO-LIVE project.
- Managed a portfolio of 30 strategic customer accounts.
- Created Standard Operating Procedures supporting organizational transformation.
- Produced executive KPI, SLA and CSAT reporting.
- Partnered with Sales on strategic customer initiatives and process optimization.
Associate Manager, Customer Experience
MONSTER WORLDWIDE
Brno
2017.01 - 2019.12
- Led an international Customer Experience team supporting enterprise customers across five European markets.
- Conducted Executive Quarterly Business Reviews (QBRs) across France, Switzerland, Benelux, Spain and Italy.
- Delivered weekly enablement sessions for up to 15 participants and onboarded new hires.
- Partnered with Product, Sales and Operations to improve customer adoption and retention.
- Supported customers in maximizing platform utilization and business outcomes.
Customer Experience Specialist
MONSTER WORLDWIDE
Brno
2016.01 - 2017.12
- Delivered onboarding, platform consulting and customer enablement.
- Identified expansion opportunities and generated qualified leads for Sales.
- Created customer training resources and translated documentation for French-speaking markets.
- Specialized in reporting tools to enhance service quality.
- Maintained detailed records of customer interactions, inquiries, and actions taken
- Contacted customers regarding claim investigations or adjustments to ensure service quality.
Formation
Bachelor's Degree - Languages, Literature & Performing Arts
Université Blaise Pascal
FrancePreparatory Classes - Hypokhâgne
Lycée Madame de Staël
FranceCompétences
Customer Success
Strategic Account Management
Cross-functional Leadership
Project Management
Process Improvement
Product Enablement
Salesforce / Zendesk
SAP
Jira
Power BI / Tableau
Microsoft 365
AI-enabled SaaS platforms
LANGUAGES
French
Langue maternelle
English
Bilingue
Italian
Notions
Korean
Débutant
Certificats
- Cambridge First Certificate
- TOEFL
- Kaizen Certification
- Customer Experience Best Practices
Informations complémentaires
- Art: music production, painting, photography, etc …
- Culture and languages
- Mythology
- Cooking and international cuisine
Chronologie
Customer Success Specialist
MEDIT Corporation
2024.05 - 2026.07
Customer Service Supervisor
ENVISTA HOLDINGS
2021.01 - 2022.09
Customer Experience Process Expert
AB InBev
2020.01 - 2020.12
Associate Manager, Customer Experience
MONSTER WORLDWIDE
2017.01 - 2019.12
Customer Experience Specialist
MONSTER WORLDWIDE
2016.01 - 2017.12
Preparatory Classes - Hypokhâgne
Lycée Madame de Staël
Bachelor's Degree - Languages, Literature & Performing Arts
Université Blaise Pascal