Open to opportunities

Zachariah Ouchtaine

@zachariahouchtaine

Bilingual Customer Success & Account Management specialist driving B2B retention, product adoption, and SLA-backed technical resolutions.

Morocco

Message

What I'm looking for

I’m looking for a B2B Customer Success role where I can manage portfolios, drive product adoption, resolve technical issues within SLAs, and partner with stakeholders to retain revenue across MENA and global markets.

I’m a bilingual customer success and technical support professional who owns B2B client portfolios, resolves complex issues within SLAs, and drives product adoption across MENA and global markets.

At Nuitee, I “Own and grow a high-volume B2B portfolio,” lead pricing and discount structuring, and run consultative onboarding and technical training to increase feature adoption and protect revenue through churn mitigation.

Previously at Philip Morris International, I focused on client retention and outbound for at-risk accounts—handling billing resolution, stakeholder escalation, and objection handling using proactive, data-driven outreach.

I’m comfortable blending commercial acumen with structured ITSM practices, including incident, request, escalation management, SLA governance, and IT governance frameworks (ITIL 4, COBIT). I’ve also built an end-to-end talent marketplace project (upnabove.work) and teach IT & Web Development, which strengthens how I communicate technical value clearly.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Nuitee

Own and grow a high-volume B2B portfolio of hospitality API clients, including pricing/discount structuring and contract negotiations. Use product-usage data to drive onboarding, technical training, and proactive retention strategies to mitigate churn.

B2B Account Management Consultative Sales Contract Negotiation Client Retention Onboarding Technical Training Product Adoption

IT & Web Development Educator

High School Institution

Jan 2025 - Jan 2026 (1 year)

Taught IT and web development by translating complex technical concepts into accessible training for secondary-school students.

Technical Training IT Education Web Development Instruction

Technical Support Specialist

Teleperformance

Jan 2024 - Jan 2025 (1 year)

Resolved high volumes of global B2B SaaS inquiries within strict SLAs by diagnosing complex configurations. Provided technical support for SaaS systems to address customer issues efficiently.

Technical Support B2B SaaS Support SLA Management

Client Retention Specialist

Philip Morris International

Jan 2021 - Jan 2022 (1 year)

Managed client retention and outbound activities focused on billing resolution and escalation to stakeholders. Ran data-driven proactive outbound campaigns for at-risk accounts using objection handling to prevent cancellations.

Client Retention Outbound Prospecting Objection Handling