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Nour Alhouda Manni, Technical Customer Success Manager

Nour Alhouda Manni

Technical Customer Success Manager·Unifonic

Jordan

Bachelor's degree, Cyber Security

Work experience

Total years of experience: 15 years, 7 months

Technical Customer Success Manager

January 2023 - Present

Unifonic

Amman, Jordan •Hybrid

January 2023 - Present

• Act as a technical liaison between Sales and Product teams to guide solution design and
technical documentation.
• Lead product demos, pilots, and implementation for enterprise clients.
• Provide actionable feedback to internal teams based on client insights.
• Build and manage success plans, increase adoption, and reduce churn.
Company industry:
IT Services

Client Success Specialist

October 2017 - Present

Unifonic

Amman, Jordan

October 2017 - Present

• Engaged clients to gain insights into their business needs, perceptions, and value derived from current products.
• Advised clients on best practices and industry benchmarks, effectively solving problems and addressing their concerns.
• Managed a diverse portfolio of clients, driving increased business value and ensuring optimal leverage of their investments.
• Supported sales initiatives by articulating the client onboarding experience and success programs.
• Proactively drove client adoption of products, identifying opportunities for increased engagement and satisfaction.
• Fostered strong relationships with clients, enhancing overall customer experience and loyalty.
• Collaborated with cross-functional teams to streamline processes and improve service delivery.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Client Success Specialist

October 2017 - Present

Unifonic

Amman, Jordan

October 2017 - Present

• Engaged clients to gain insights into their business needs and the value derived from current products.
• Advised clients on best practices and industry benchmarks, effectively solving problems and addressing concerns.
• Managed a diverse portfolio of clients, driving greater business value and ensuring optimal investment utilization.
• Supported sales initiatives by articulating the client onboarding experience and success programs.
• Proactively drove client adoption, identifying opportunities for increased engagement and satisfaction.
• Leveraged strong communication and organizational skills to enhance customer service and operational efficiency.
• Collaborated with cross-functional teams to optimize web content and social media strategies, improving brand presence.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Marketing Specialist

September 2016 - March 2026

Arena Public Health

Amman, Jordan

September 2016 - March 2026

• Increased brand awareness through SEO and lead generation campaigns.
• Designed and executed marketing plans to attract new clients.
Company industry:
Other Business Support Services
Job role:
Marketing and PR

Web Content Manager & Social Media Officer

March 2015 - March 2026

Exxab

Amman, Jordan

March 2015 - March 2026

Company industry:
Marketing

Client Success Executive

January 2021 - January 2023

Unifonic

Amman, Jordan •Hybrid

January 2021 - January 2023

• Developed adoption plans and success strategies for key accounts.
• Identified expansion opportunities and proactively drove platform usage.
• Built strong stakeholder relationships with BDMs and ITDMs.
Company industry:
Telecommunications

Client Success Advisor

October 2017 - January 2021

Unifonic

Amman, Jordan •Hybrid

October 2017 - January 2021

• Managed a portfolio of enterprise clients, focusing on retention and satisfaction.
• Supported onboarding, renewals, and solution alignment with business goals.
• Drove strategic initiatives like client journeys and product feedback loops.
Company industry:
Telecommunications

Market Research Officer

October 2018 - January 2019

Unifonic

Amman, Jordan •Hybrid

October 2018 - January 2019

• Validated Go-to-Market strategies and generated qualified sales leads.
• Conducted feasibility studies and analyzed market trends.
Company industry:
Telecommunications

Marketing Specialist

September 2016 - July 2017

Arena Public Health

Amman, Jordan

September 2016 - July 2017

• Leveraged SEO strategies to enhance online visibility and drive traffic to company websites.
• Developed and executed targeted AdWords campaigns, resulting in increased lead generation.
• Managed comprehensive email marketing campaigns to promote pest control services, achieving high open and click-through rates.
• Created and designed engaging content for social media platforms, effectively educating the audience about pest control solutions.
• Oversaw all social media accounts, fostering community engagement and brand loyalty across Twitter, Facebook, Instagram, and Google Business.
• Analyzed campaign performance using Google Analytics to optimize future marketing strategies and improve ROI.
• Transitioning skills to support IT procurement, customer service, office management, and web content management for enhanced operational efficiency.
Company industry:
Other Business Support Services
Job role:
Marketing and PR

Web content management and social media officer

March 2015 - September 2016

Exxab.com

Amman, Jordan

March 2015 - September 2016

• Managed website content by adding new banners and products, enhancing user engagement and driving sales.
• Updated website content daily, ensuring timely scheduling of promotions and offers to attract customers.
• Acted as Social Media Officer, posting daily product updates and fostering community interaction through prompt responses to messages and comments.
• Facilitated customer orders, improving the purchasing process and ensuring customer satisfaction.
• Developed skills in IT and procurement, contributing to efficient office management and streamlined operations.
• Leveraged social media platforms to increase brand visibility and customer engagement, aligning with marketing strategies.
Company industry:
Marketing
Job role:
Customer Service and Call Center

Office Managment ,IT Supervisor , Procurment Officer

September 2012 - November 2014

First Source Engineering

Amman, Jordan

September 2012 - November 2014

• Developed competitive pricing offers for customers, enhancing sales opportunities and driving revenue growth.
• Collected and processed purchase orders efficiently, ensuring timely weekly orders from vendors.
• Managed and optimized website content, contributing to improved user engagement and increased online visibility.
• Executed marketing plans and conducted customer follow-ups, fostering strong client relationships and enhancing customer satisfaction.
• Coordinated sales pricing and monitored item availability, ensuring seamless procurement and logistics operations.
• Collaborated with sales teams to streamline processes, resulting in improved order accuracy and operational efficiency.
Company industry:
Retail & Wholesale
Job role:
Administration

Procurement Officer / Sales Coordinator / Admin

September 2012 - October 2014

First Source Engineering

Amman, Jordan

September 2012 - October 2014

• Handled procurement, sales quotes, inventory, and vendor communications.
• Managed QuickBooks entries and supported customer follow-ups.
Company industry:
General Engineering Consultancy
Job role:
Purchasing and Procurement

IT Trainee

October 2011 - February 2012

Social Development Fund

Zarqa, Jordan

October 2011 - February 2012

• Gained foundational knowledge in IT systems and support while working as a trainee at the Social Development Fund.
• Assisted in managing procurement processes, ensuring timely acquisition of IT resources and supplies.
• Developed strong customer service skills by addressing inquiries and providing technical support to staff and stakeholders.
• Collaborated with team members to enhance web content, improving user engagement and accessibility.
• Contributed to social media initiatives, helping to increase the organizations online presence and community outreach.
• Gained experience in office management tasks, ensuring efficient operations and effective communication within the team.
Company industry:
Public Administration
Job role:
Support Services

Customer service Front liner ( Zain)

August 2008 - August 2009

Zain - Jordan

Amman, Jordan

August 2008 - August 2009

• Delivered exceptional customer service by effectively addressing inquiries and resolving issues related to mobile services.
• Facilitated the sale of mobile phone bundles, enhancing customer satisfaction and driving sales growth.
• Processed postpaid bill payments accurately, ensuring timely transactions and maintaining customer trust.
• Registered new mobile lines, contributing to the expansion of the customer base.
• Developed strong communication skills, essential for managing customer relations and fostering a positive service environment.
• Gained experience in multitasking and problem-solving, vital for roles in IT, procurement, and office management.
• Leveraged social media platforms to engage with customers, promoting services and enhancing brand visibility.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer Service Representative

January 2008 - January 2009

Zain Jordan

Amman, Jordan

January 2008 - January 2009

Company industry:
Telecommunications

Education

Al Khawarizmi International College

January 2027

January 2027

Bachelor's degree, Cyber Security

Jordan

GPA (point): 3.18 out of 4

GPA (point): 3.18 out of 4

Khawarizmi University Technical College

January 2027

January 2027

Bachelor's degree, cyber security

Jordan

Khawarizmi University Technical College

January 2027

January 2027

Bachelor's degree, Cyber Security

Jordan

vocational Training corporation

August 2012

August 2012

Diploma, secretary and office management

Jordan

GPA (point): 3.6 out of 4

GPA (point): 3.6 out of 4

2011-2012 secretary and office management at vocational Training corporation

Al Khawarizmi International College

August 2008

August 2008

Diploma, Information Technology

Jordan

GPA (percentage): 75%

GPA (percentage): 75%

2008 Diploma. in Information Technology. Khwarizmi collage Amman, Jordan.

Skills

QuickBooks
Expert
QuickBooks
Expert
Digital Marketing
Expert
Digital Marketing
Expert
MSO
Expert
MSO
Expert
Organization
Expert
Organization
Expert
Office Management
Expert
Office Management
Expert
microsoft office
Expert
microsoft office
Expert
Quick Books
Intermediate
Quick Books
Intermediate
Photoshop photo editing
Intermediate
Photoshop photo editing
Intermediate
Speed writing English and Arabic
Expert
Speed writing English and Arabic
Expert
CRM
Intermediate
CRM
Intermediate
Totango
Intermediate
Totango
Intermediate
QuickBooks
Expert
QuickBooks
Expert
Digital Marketing
Expert
Digital Marketing
Expert
MSO
Expert
MSO
Expert
Organization
Expert
Organization
Expert
Office Management
Expert
Office Management
Expert
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
BUSINESS EXPANSION
Intermediate
BUSINESS EXPANSION
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
EMPLOYEE SATISFACTION
Intermediate
EMPLOYEE SATISFACTION
Intermediate
ITIL FOUNDATION CERTIFICATION
Intermediate
ITIL FOUNDATION CERTIFICATION
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STRATEGIC LEADERSHIP
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate
USER EXPERIENCE UX
Intermediate
USER EXPERIENCE UX
Intermediate

Social profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
JavaScript Basics
Solution Sales
Customer Experience Leadership
API Crash Course: Create, Test & Document APIs
ITIL v4 Foundation
ITIL4® Foundation IT Service Management
AXELOS Global Best Practice
Oct 2021