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Kareem Hassan, Customer Success Manager

Kareem Hassan

Customer Success Manager·LikeCard

Egypt

Bachelor's degree, Mass Communication & Journalism

Work experience

Total years of experience: 11 years, 2 months

Customer Success Manager

November 2023 - Present

LikeCard

Cairo, Egypt

November 2023 - Present

• Directed a team of 25, managing a portfolio of 200 top-tier customers, generating $32-36M in annual revenue.
• Created an Automated Reporting Tool (ART), reducing manual reporting time by 16, 200 hours annually, saving $400K.
• Increased customer satisfaction (CSAT) to 90%+ by coaching the team on best practices for customer success strategies.
• Reduced ticket response time by 60% by designing automated routing rules.
Company industry:
Internet & E-commerce

Customer Experience Manager

May 2023 - October 2023

Glamera

Cairo, Egypt •Hybrid

May 2023 - October 2023

• Enhanced process efficiency by 35%, improving service delivery and customer satisfaction.
• Achieved a 25% revenue growth and improved market share by 13% YTD through innovative customer engagement strategies.
• Cut complaint costs by $350K and reduced complaints by 27%, transforming the customer support process.
Company industry:
Software Development

Business Impact Consultant

September 2022 - April 2023

Udacity

California, United States •Remote

September 2022 - April 2023

• Delivered 20+ Business Impact Reports, leading to a 50% increase in contract renewals.
• Collaborated with stakeholders, resulting in an 80% revenue growth in 2022 through deep-dive customer insights.
Company industry:
Internet & E-commerce

Territory Sales Manager

July 2021 - August 2022

MindNation

Singapore, Singapore •Remote

July 2021 - August 2022

• Supervised a team achieving $250K in monthly MENA region revenue, scaling annual revenue to $2M.
• Managed 200+ accounts, retaining over 50% of inactive clients and driving recurring revenue.
Company industry:
Internet & E-commerce

Customer Success Manager

April 2015 - June 2021

Aqarmap.com

Cairo, Egypt

April 2015 - June 2021

• Boosted customer satisfaction to 90% and reduced churn to 25%, leveraging targeted retention strategies.
• Enhanced annual revenue by 30%, spearheading loyalty programs and strategic promotions.
Company industry:
Internet & E-commerce

Education

October 6 University (O6U)

June 2007

June 2007

Bachelor's degree, Mass Communication & Journalism

Egypt

GPA (percentage): 86.5%

GPA (percentage): 86.5%

I earned my bachelor's degree in Mass Communication from October 6 University (O6U) from June 2003 to June 2007. I graduated with an honors degree (B+) and achieved 86.5% out of 100% overall score.

Skills

Digital Marketing
Expert
Digital Marketing
Expert
Direct Sales
Expert
Direct Sales
Expert
Business Development
Expert
Business Development
Expert
B2B Sales
Expert
B2B Sales
Expert
Customer Service
Expert
Customer Service
Expert
Customer Satisfaction
Expert
Customer Satisfaction
Expert
Revenue Management
Expert
Revenue Management
Expert
CRM Knowledge
Expert
CRM Knowledge
Expert
English
Expert
English
Expert
Conflict Handling
Expert
Conflict Handling
Expert
Interpersonal Skills
Expert
Interpersonal Skills
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Problem Solving
Expert
Problem Solving
Expert
Real Estate Sales
Expert
Real Estate Sales
Expert
Customer Relationship Management (CRM)
Expert
Customer Relationship Management (CRM)
Expert
Customer Success
Expert
Customer Success
Expert
Sales Management
Expert
Sales Management
Expert
Business Development
Expert
Business Development
Expert
Team Leadership
Expert
Team Leadership
Expert
Negotiation Skills
Expert
Negotiation Skills
Expert
Business Process Management
Expert
Business Process Management
Expert
Customer Experience
Expert
Customer Experience
Expert
B2B Sales
Expert
B2B Sales
Expert
Account Management
Expert
Account Management
Expert
Pipeline Management
Expert
Pipeline Management
Expert
Upselling
Expert
Upselling
Expert
Coaching
Expert
Coaching
Expert
Customer Relations
Expert
Customer Relations
Expert
Corporate Sales
Expert
Corporate Sales
Expert
Management
Expert
Management
Expert
Cross Selling
Expert
Cross Selling
Expert
Sales Skills
Expert
Sales Skills
Expert
Direct Sales
Expert
Direct Sales
Expert
Relationship Building
Expert
Relationship Building
Expert
Real Estate
Expert
Real Estate
Expert
Marketing
Expert
Marketing
Expert
Sales
Expert
Sales
Expert
Customer Service
Expert
Customer Service
Expert
ANALYTICS
Intermediate
ANALYTICS
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
JOURNALISM
Intermediate
JOURNALISM
Intermediate
MARKET SHARE
Intermediate
MARKET SHARE
Intermediate
MASS COMMUNICATION
Intermediate
MASS COMMUNICATION
Intermediate
SOFTWARE AS A SERVICE SAAS
Intermediate
SOFTWARE AS A SERVICE SAAS
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STRATEGIC LEADERSHIP
Intermediate

Social profiles

Facebook
Facebook
facebook.com/elgamedawi

Instagram
Instagram
instagram.com/kareem_hassan86/

Languages

Arabic
Native Speaker
English
Expert

Memberships

Nile Foundation for African & Strategic Studies (NFASS)

Activist

April 2018

Resala

Charity Leader

January 2012

Helm Egypt

Business Developer

April 2015

Verynile

Nile Saver

August 2018

Moltaqa Al-Hiwar Organization

Journalist

July 2006

Training and Certifications

Certifications
International Certified Professional Manager (ICPM)
Professional Postgraduate Certificate in Sales & Marketing
Certified Customer Success Specialist (CCSS)
Lean Six Sigma White Belt Certification
Certified Customer Success Manager – Level 1 (CCSM)
Sigma Certification (CSSC)
Lean Six Sigma Yellow Belt Certification
International Computer Driving License (ICDL)
Feb 2012
International Certificate of Professional Manager (ICPM)
Apr 2019
Training
Digital Marketing
Coursera
Apr 2018
Leadership & Management Development
Institute Of African Research & Studies - Cairo University
Jan 2018

Hobbies

  • Road biking
  • Kayaking
  • Marathon
  • Reading
  • Self Learning
  • Political Science
  • History
  • Nutrition