موسى ذيبه

• Leading and developing Customer Success and Service teams to deliver exceptional customer experiences and business outcomes
• Owning the end-to-end customer lifecycle, including onboarding, adoption, engagement, retention, renewals, and account growth
• Driving CSAT, retention, loyalty, and advocacy through proactive customer success strategies
• Building trusted relationships with executive and C-level stakeholders, serving as a strategic advisor and customer advocate
• Managing customer escalations and service recovery efforts, ensuring timely resolution and positive outcomes
• Conducting business and executive reviews to align customer objectives with value realization, retention, and growth opportunities
• Identifying account growth, cross-sell, upsell, and revenue expansion opportunities through customer engagement and operational insights
• Monitoring and improving Customer Success and CX metrics, including NPS, CSAT, Customer Health Scores, Retention, Churn, and SLA performance
• Collaborating with Sales, Account Management, Operations, Product, and CX teams to drive customer success and business growth
• Leading process optimization, automation, and continuous improvement initiatives to enhance efficiency, service quality, and customer experience
• Managing customer records, contracts, and operational data through Salesforce, OpsNow, SharePoint, and DocuSign, ensuring accuracy and compliance
• Coordinating customer activities, operational requests, and internal projects through Jira and Trello to ensure timely delivery and stakeholder alignment
• Coordinating with automation engineers to deliver dashboards, reports, and AI-driven insights that support strategic decision-making and business growth

• Led onboarding and customer enablement programs to improve adoption and long-term engagement
• Built strong customer relationships through proactive communication and strategic account management
• Tracked CX metrics and implemented action plans to improve satisfaction and retention
• Partnered with sales teams to support renewals, account growth, and customer success initiatives
• Identified recurring customer challenges and collaborated with internal teams to deliver scalable solutions

• Managed product roadmap, feature prioritization, and stakeholder requirements
• Worked with internal stakeholders to prioritize customer requirements and product enhancements
• Conducted market and competitor research to identify growth opportunities and improve market positioning
• Supported go-to-market initiatives and product adoption strategies
• Analyzed customer feedback and product performance metrics to drive continuous improvement

• Delivered premium CX to international passengers while maintaining the highest safety standards
• Built strong customer relationships and handled service recovery situations in a fast-paced environment
• Received the Bronze-Najm Award in recognition of outstanding customer experience

• Managed daily banking operations and customer service activities
• Resolved customer inquiries and complaints while ensuring compliance with banking procedures
• Supported branch objectives through efficient service delivery and client relationship management