علاء هجرس

• Owned post-sales relationships for enterprise and government accounts, driving adoption and
renewal readiness across a portfolio with 93% renewal rates and contributing to 105% net revenue
retention.
• Managed product adoption and expansion across WhatsApp Business, SMS, Chatbot, Voice, and API
solutions for complex, high-value enterprise and government accounts.
• Designed and led account governance models for enterprise and government customers,
establishing structured review cadences, escalation paths, and stakeholder alignment mechanisms
to strengthen adoption, risk management, and renewal readiness.
• Led strategic business reviews and executive reporting across 15 enterprise and government
accounts, covering platform usage, incidents, CSAT, adoption trends, and business impact for C-level
and senior stakeholders.
• Partnered with Sales and Presales to identify upsell and cross-sell opportunities, mitigate account
risk, and strengthen commercial outcomes, achieving 104% of the expansion target.
• Managed complex escalations and enablement initiatives through cross-functional coordination with
Product, Solutions, and Support, accelerating resolution, reducing time-to-value, and protecting
account health.

• Designed and executed customer experience strategies that improved satisfaction scores,
accelerated time-to-value, and strengthened renewal readiness across the active account portfolio.
• Built and maintained lifecycle health dashboards tracking NPS, CSAT, adoption trends, churn risk
indicators, and account health scores to enable proactive, data-driven account management.
• Led process improvement initiatives spanning automated onboarding workflows, structured
enablement programs, and standardized reporting templates — reducing operational overhead and
improving team consistency.
• Partnered with Product and Marketing to channel customer feedback and usage insights into
roadmap priorities and go-to-market improvements, closing the loop between customer outcomes
and product direction.
• Supported executive business reviews and drove cross-functional issue resolution, improving
customer outcomes and reducing escalation frequency across the lifecycle.

• Managed a Tier 3 client portfolio with a focus on churn prevention, renewal readiness, and product
adoption, achieving measurable improvements across all key health indicators.
• Increased client satisfaction by 20%, reduced churn by 15%, and improved product adoption by 25%
through structured onboarding programs and targeted lifecycle engagement campaigns.
• Designed and deployed automated outreach sequences for proactive check-ins and adoption
nudges, improving communication efficiency by 30% and enabling scalable engagement at volume.

• Led and mentored a 5-member Customer Success team across Egypt and Kuwait, standardizing
workflows, setting performance targets, and improving team efficiency by 40% through new tooling
and processes.
• Drove a 75% improvement in customer health metrics through structured NPS programs and
targeted interventions; increased renewal rates by 20% and reduced response time by 35%.
• Built a bilingual Arabic/English self-service help center on Intercom, significantly reducing inbound
support volume and improving resolution speed for regional customers.

• Directed Customer Success strategy for a portfolio of 100+ enterprise and SMB accounts across
MENA with ARR exceeding $2M, building all core CS infrastructure from scratch, including health
scoring, onboarding playbooks, escalation frameworks, and executive review processes.
• Recruited, onboarded, and led a 7-member CS team across Egypt, UAE, and Saudi Arabia —
sustaining 90% customer satisfaction and 95% retention across the portfolio.
• Grew ARR by $2M+ and exceeded renewal and expansion targets by 30%, partnering closely with
Sales and Presales to strengthen commercial outcomes and deepen strategic account relationships.
• Managed high-value enterprise integrations with Hootsuite and Facelift, coordinating joint success
plans and escalation processes with partner teams to ensure seamless customer outcomes.