Customer Success Manager
NSI Gulf
Total years of experience :13 years, 5 Months
As Customer Success Manager in the region, my responsibilities included:
• Ongoing responsibility managing project implementations of enterprise solutions: CRM, business automation, and portals.
• Focus on meeting project commitments, including communications with sponsors, stakeholders, etc.
• Lead or assist in the planning, implementation and introduction of projects for new systems and technologies.
• Facilitate the definition of project scope, goals and deliverables.
• Define project tasks and resource requirements.
• Develop project plans.
• Assemble and coordinate project staff.
• Manage project budget and resource allocation.
• Track project deliverables using appropriate tools.
• Constantly monitor and report on progress of the project to all stakeholders.
• Implement and manage project changes and interventions to achieve project outputs.
• Follow a defined, agreed upon project management methodology.
• Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management.
As Senior Client Services in the region, I am in charge of maintaining 50+ accounts in the Middle Eastern region in countries such as Qatar, Kuwait, Bahrain, UAE, Oman and Saudi Arabia.
The role involves all necessary actions to maintain clients and act as the main contact in the region for any issues related to usage, training as well as system wide issues in resolutions & implementation.
• Providing orientation and onsite product training for all new and existing clients on all aspects of the eFinancialCareers product offerings
• Initiating and maintaining a regular and proactive schedule of calls with clients
• Feedback website development requests to the appropriate eFinancialCareers departments.
• Posting and activating jobs on the website.
• Ensuring all clients are informed of any new changes and website developments that affect them. This will involve liaising with other departments such as sales and marketing.
• Producing weekly, monthly and adhoc reports and presentations, this includes client activity and statistic reports for your core clients.
• Creatively and efficiently resolving issues and investigating complaints. This will include raising technical “bug” fixes with the product and technical teams in a timely manner
• Monitoring client and candidate mailboxes and responding to emails within two hours of receipt.
• Building strong relationships with clients through frequent contact
• Keeping up to date with client accounts through frequent account reviews
• Communicating any improvements clients may make to the way in which they use their account
• Maintaining a rapid turnaround on orders or client queries
• Maintaining consistent tone and level of service
• Always looking for one or more solutions or work arounds to any problem or issue.
• Working with Clients IT team to resolve technical issues on the network and making sure the eFC traffic is cleared in the internal network.
• Excellent organisational and time management skills
• Be able to handle multiple tasks simultaneously and without losing focus
• Be a strong team player
• Be outgoing, assertive, well presented and comfortable training and conversing with groups of people large and small
• An understanding of online systems, SaaS products and websites, network and implementation.
• Work with development on making sure new features and debugging is accurate and efficient.
• Making sure the correct features are implemented in the product development evolution and fit the Middle East Market needs.
• Evaluating Competitor’s in the market and their features for an ever-growing product scope covering in the industry natural needs.
• In close contact with product manager in the UK with issues and development ideas.
February 2012 to current date - Diligent Boardbooks Technical Support, Diligent Boardbooks Inc -
Technical Support Specialist - European Market
As Technical specialist at Diligent Boardbooks dealing with big corporations such as Goldman Sachs, Royal Bank Of
Scotland, Barclays bank, Legg Mason and many others, my following responsibilities were:
• Performing account changes together with company's administrative and secretarial staff together in conjunction with Diligent Boardbooks account management teams worldwide, some of changes included user level of access,
security
• Providing training to clients on Diligent Software for first time users worldwide supporting clients with any technical
queries related or unrelated to Boardbooks software. Some of the issues would be Citrix environments, Proxy
server settings, file formatting, network connectivity issues and more.
• Preparing training material to member of team and leading the training attempting to cover all areas of a very
dynamic and ever growing software platform.
• Attending weekly meetings with Global Support Manager to establish the latest technical issues faced by our IT
department when dealing with server connectivity and local functionalities, also discussing what the coming
development are.
• Running sanity and user interface test on recently release software upgrades on mobile and desktop version.
• Manage maintenance of hardware and software in office environment as well support user with technical queries.
• Remotely accessing clients and colleagues' desktop and laptop computers to assist with technical issues.
• Working in a team of three technical specialists on elaboration of best practices and making sure the team
knowledge and reasoning would match, maintaining the client experience to the highest standards when contacting Diligent Support.
• Analysing user interaction and ensuring that user feedback was passed through to development team.
August 2011 to February 2012 - Apple Stratford Retail store
Apple Family Room Specialist and Genius - London
I worked as Apple Family Room Specialist and Genius. My responsibilities were as follows:
• Occupying a extra role as the store Mentor as part of Apple Global Retail recruitment team.
• Mentoring and recruiting new apple employee for the newly opened Stratford City Apple retail store.
• Manage client relations and maintaining the highest possible quality of service.
• Supporting clients with appointment at Apple's technical Genius bar department with issues on mobile, desktop and accessories related or part of apple technology.
• Performing physical repair on apple hardware as a certified engineer, devices included Macbook Pros, iMacs,
iPads, iPods.
• Assisting management staff in making sure daily briefing was carried out and the latest information broadcasted by apple headquarters reached the retail member of staff with clarity, and its uses when dealing with customers.
• Managing shop floor specialists and working closely with the retail Manager to ensure the smooth running of the department.
• Part of the business support team and assisting apple business specialist on gathering business introductions on daily basis on shop floor interactions.
• Leading apple OnetoOne private training session on apple software technologies such as iMovie, GarageBand,
iPhoto, Pages, Numbers, Keynote as well as the overall adoption of a new operating system compared to the on utilized by the client before purchasing a OSX loaded apple computer.
• Assisting back of house member of staff with troubleshooting tills as well as printers located throughout the store as part of apple mobile payment system in place in stores.
• Part of the Visual team in the stores performing rapid store visual changes as well as maintaining visual standards in the stores.
June 2010 to August 2011 - Apple Regent Street Retail store
Apple Red Zone Specialist - London
Working as Apple Specialist. My responsibilities were as follows:
• Working with Retail team to ensure brands are represented correctly and the department is running efficiently.
• Reaching sales targets and receiving great constant positive feedback from customers.
• Organisation of back of house areas and maintaining equipment in hand and ready to all members of staff.
• Checking goods in and out of stock system utilizing the remote ordering system used by sales floor staff.
• Maintaining strong customers relationships.
• Analysis of sales reports - working with members of staff in daily briefings on how the store is performing and also
reviewing specific negative feedback from customers and discussing those issues focusing on improvements.
• Conducted business workshops to users with intention to use apple technology on daily running of their business.
• Assisting customers on all areas of purchasing hardware and software in the stores, the tasks would include
applying for loans, taking payments, demoing and analysing hardware minimum requirements, user technical
knowledge and field of use for the devices.
2009 - Present Westminster University (BSc) Computer Science 2:1