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Usman Khan, Sales And Business Development Manager

Usman Khan

Sales And Business Development Manager·Rsof Technologies (Salesforce Ventures)

Saudi Arabia

Master's degree, Finance

Work experience

Total years of experience: 13 years, 10 months

Sales And Business Development Manager

October 2023 - Present

Rsof Technologies (Salesforce Ventures)

Riyadh, Saudi Arabia

I found this job using Bayt.com

October 2023 - Present

•Led end-to-end enterprise software & system integration sales in Riyadh (majority), Jeddah, and
Dammam across FMCG, healthcare, automotive, eCommerce, education, and corporate sectors,
achieving 32%+ profit margins.
• Managed 20+ strategic accounts, including Alwefaq, AlBawardi Group, Almajdouie, Lucid Motors,
Geely, Nadec, Lemon Pharmacy, Al Hammadi Hospital, PSU University, and Richard Attias, Makkah
Municipal Authority, Riyadh Chamber of Commerce, Saudi Jockey Club driving WhatsApp Business
API adoption, CRM solutions, and digital transformation initiatives, boosting customer retention by 40%.
• Built and led a 17-member Riyadh sales team, coordinating with Presales, Business Solution Managers,
Growth Managers, Technical Managers, and Channel/Affiliate Managers, while monitoring KPI
performance (calls, meetings, demos, proposals, pipeline ratios) to achieve quota attainment growth from
78% → 109%.
• Owned the full sales cycle, including lead generation, client needs analysis, presales engagement,
proposals, negotiations, and contract renewals, generating SAR 3.2M in upsell/cross-sell revenue within
12 months. Emphasized ROI-driven conversations to demonstrate cost savings and revenue growth from
integration solutions.
• Developed and executed account strategies, improving pipeline visibility by 18% and conversion
efficiency by 21% through lead scoring, segmentation, reporting dashboards, and identifying cross-
sell/up-sell opportunities.
• Coordinated with technical and back-end teams to implement AI-powered workflows, chatbots, and
CRM integrations, providing unified customer views, streamlined processes, real-time analytics for
decision-making, and scalable solutions, reducing service resolution times by 22% and operational
bottlenecks by 23%.
• Conducted 80+ market visits, client meetings, seminars, and events annually, strengthening relationships
and expanding account penetration by 30%, while delivering enhanced customer loyalty through
tailored integration and support offerings that generated 15% additional revenue per key account.
• Delivered proactive insights and cross-functional collaboration with sales, technical, support, and
customer success teams, increasing customer satisfaction by 28%, reducing escalations by 17%, and
improving project delivery timelines by 20%.
• Built strategic partnerships with other software vendors and technology providers to offer
comprehensive integration solutions, ensuring clients received scalable, flexible systems aligned with
evolving business goals
Company industry:
IT Services
Job role:
Information Technology

Senior Manager CX and CRM Strategy

April 2022 - September 2023

Penta Group (Consulting and Market Research)

Dubai, United Arab Emirates

April 2022 - September 2023

• Spearheaded customer relations and analytics, integrating the customer voice into strategic decisions, which
resulted in 24% improvement in NPS 32% increase in CSAT scores.
• Directed a CRM digital transformation, boosting customer retention by 22% repeat customer rates by 20%
through optimized CRM-UX, advanced data-driven strategies.
• Launched refined loyalty, referral programs, achieving 29% increase in customer interactions 14% rise in
conversion rates, which significantly enhanced CLV.
• Collaborated with marketing on targeted campaigns across retail, customer service, social media, driving
38% increase in customer engagement, 22% enhancement in brand visibility.
• Executed momentum measurement, reputational analysis, risk assessment, leading to 16% reduction in CAC
, improving overall market positioning.
• Applied stakeholder mapping, public opinion polling, trend forecasting to develop refined customer- centric
strategies, resulting in 28% increase in engagement metrics and 11% boost in customer satisfaction.
• Played pivotal role in crisis management, implementing strategies that improved customer trust by 20% and
increased retention rates by 18%.
• Conducted ESG & DEI analysis, aligning practices with ethical standards, which improved risk management
metrics by 12% enhanced companys organizational reputation.
• Enhanced CLV by 23% through strategic RFM analysis, targeting high-value segments and optimizing
marketing spend.
• Optimized CRM-UX leading to 27% increase in user engagement 28% reduction in customer churn.
Company industry:
Market Research
Job role:
Research and Development

Senior Manager CX and CRM Strategy

April 2022 - September 2023

Penta Group (Consulting and Market Research)

Dubai, United Arab Emirates

April 2022 - September 2023

• Spearheaded customer relations and analytics, integrating the customer voice into strategic decisions, which
resulted in 24% improvement in NPS 32% increase in CSAT scores.
• Directed a CRM digital transformation, boosting customer retention by 22% repeat customer rates by 20%
through optimized CRM-UX, advanced data-driven strategies.
• Launched refined loyalty, referral programs, achieving 29% increase in customer interactions 14% rise in
conversion rates, which significantly enhanced CLV.
• Collaborated with marketing on targeted campaigns across retail, customer service, social media, driving
38% increase in customer engagement, 22% enhancement in brand visibility.
• Executed momentum measurement, reputational analysis, risk assessment, leading to 16% reduction in CAC
, improving overall market positioning.
• Applied stakeholder mapping, public opinion polling, trend forecasting to develop refined customer- centric
strategies, resulting in 28% increase in engagement metrics and 11% boost in customer satisfaction.
• Played pivotal role in crisis management, implementing strategies that improved customer trust by 20% and
increased retention rates by 18%.
• Conducted ESG & DEI analysis, aligning practices with ethical standards, which improved risk management
metrics by 12% enhanced companys organizational reputation.
• Enhanced CLV by 23% through strategic RFM analysis, targeting high-value segments and optimizing
marketing spend.
• Optimized CRM-UX leading to 27% increase in user engagement 28% reduction in customer churn.
Company industry:
Market Research
Job role:
Research and Development

Commercial manager

May 2021 - April 2022

Total Parco (Energy & Petroleum)

Karachi, Pakistan

May 2021 - April 2022

• Achieved 25% year-on-year growth in fuel sales 30% rise in lubricants sales by driving commercial initiatives
cultivating strategic client partnerships.
• Conducted comprehensive market analysis, resulting in 20% expansion of network coverage through new
fuel station partnerships business growth.
• Led high-value contract negotiations with corporate clients, enhancing contract win rates by 15% ensuring
profitable agreements that aligned with company objectives.
• Managed diverse portfolio of key government, corporate clients, improving customer retention by 22%
through effective relationship management, tailored solutions.
• Spearheaded cross-functional product launches streamlined distribution operations, improving operational
efficiency by 12%.
• Increased annual revenues by 17% through targeted commercial strategies across both public & private
sectors, driving sustainable growth.
Company industry:
Energy & Renewables
Job role:
Oil and Gas

Commercial manager

May 2021 - April 2022

Total Parco (Energy & Petroleum)

Karachi, Pakistan

May 2021 - April 2022

• Achieved 25% year-on-year growth in fuel sales 30% rise in lubricants sales by driving commercial initiatives
cultivating strategic client partnerships.
• Conducted comprehensive market analysis, resulting in 20% expansion of network coverage through new
fuel station partnerships business growth.
• Led high-value contract negotiations with corporate clients, enhancing contract win rates by 15% ensuring
profitable agreements that aligned with company objectives.
• Managed diverse portfolio of key government, corporate clients, improving customer retention by 22%
through effective relationship management, tailored solutions.
• Spearheaded cross-functional product launches streamlined distribution operations, improving operational
efficiency by 12%.
• Increased annual revenues by 17% through targeted commercial strategies across both public & private
sectors, driving sustainable growth.
Company industry:
Energy & Renewables

Sr. Manager Business Development

May 2019 - April 2021

Zameen.com (Real Estate & Retail)

Karachi, Pakistan

May 2019 - April 2021

• Led dynamic sales and business development team, overseeing multi-million-dollar real estate transactions
and exceeding revenue targets.
• Implemented CRM optimization strategies and digital solutions, achieving 22% increase in lead conversion
rates.
• Collaborated with government officials, affiliate, Recs to navigate property regulations and development.
opportunities, building strong local relationships.
• Integrated virtual tour technologies and real-time customer engagement, resulting in 7% increase in sales
and improved client satisfaction.
• Managed relationships with investors, developers, and stakeholders, driving high-impact real estate
projects.
Company industry:
Real Estate
Job role:
Construction and Building

Sr. Manager Business Development

May 2019 - April 2021

Zameen.com (Real Estate & Retail)

Karachi, Pakistan

May 2019 - April 2021

• Led dynamic sales and business development team, overseeing multi-million-dollar real estate transactions
and exceeding revenue targets.
• Implemented CRM optimization strategies and digital solutions, achieving 22% increase in lead conversion
rates.
• Collaborated with government officials, affiliate, Recs to navigate property regulations and development.
opportunities, building strong local relationships.
• Integrated virtual tour technologies and real-time customer engagement, resulting in 7% increase in sales
and improved client satisfaction.
• Managed relationships with investors, developers, and stakeholders, driving high-impact real estate
projects.
Company industry:
Real Estate

CX Lead Manager - Automotive

June 2017 - April 2019

Pak Suzuki Motor Company (Automotive)

Karachi, Pakistan

June 2017 - April 2019

• Directed customer-centric initiatives, including designing and optimizing customer journey, leading to 21%
improvement in satisfaction scores by addressing key pain points.
• Transitioned teams to new centralized CRM system, enhancing CRM performance and reducing transition
time.
• Coordinated with sales and marketing teams to streamline strategies, boosting project efficiency by 19%
• Developed and implemented loyalty program that increased customer retention and engagement by 33%.
Company industry:
Automotive Manufacture
Job role:
Marketing and PR

CX Lead Manager - Automotive

June 2017 - April 2019

Pak Suzuki Motor Company (Automotive)

Karachi, Pakistan

June 2017 - April 2019

• Directed customer-centric initiatives, including designing and optimizing customer journey, leading to 21%
improvement in satisfaction scores by addressing key pain points.
• Transitioned teams to new centralized CRM system, enhancing CRM performance and reducing transition
time.
• Coordinated with sales and marketing teams to streamline strategies, boosting project efficiency by 19%
• Developed and implemented loyalty program that increased customer retention and engagement by 33%.
Company industry:
Automotive Manufacture

Senior Manager, Wealth Management - Investments

June 2015 - April 2016

Pak Oman Investment Company (Finance)

Karachi, Pakistan

June 2015 - April 2016

• Achieved 97% increase in assets under management, managing high-net-worth client portfolios, SMEs and
surpassing revenue targets.
• On-boarded 48 new clients with portfolios exceeding 900 million AUM, resulting in over 900% revenue
growth.
• Led team of 8 relationship managers, delivering customized financial solutions and enhancing customer
retention.
• Presented investment strategies at conferences, strengthening client relationships and government
connections in finance sector.
Company industry:
Banking
Job role:
Finance and Investment

Senior Manager, Wealth Management - Investments

June 2015 - April 2016

Pak Oman Investment Company (Finance)

Karachi, Pakistan

June 2015 - April 2016

• Achieved 97% increase in assets under management, managing high-net-worth client portfolios, SMEs and
surpassing revenue targets.
• On-boarded 48 new clients with portfolios exceeding 900 million AUM, resulting in over 900% revenue
growth.
• Led team of 8 relationship managers, delivering customized financial solutions and enhancing customer
retention.
• Presented investment strategies at conferences, strengthening client relationships and government
connections in finance sector.
Company industry:
Banking

Relationship Manager - SME

May 2013 - June 2015

HBL Asset Management (Finance)

Karachi, Pakistan

May 2013 - June 2015

• Secured 24 high-net-worth clients and managed portfolios exceeding 378 million AUM, significantly
increasing revenue from 2.4 million to 5.3 million.
• Maintained high satisfaction levels through proactive relationship management and effective issue
resolution.
• Streamlined operations and improved client servicing through coordination with internal departments.
Company industry:
Islamic Banking
Job role:
Banking

Relationship Manager - SME

May 2013 - June 2015

HBL Asset Management (Finance)

Karachi, Pakistan

May 2013 - June 2015

• Secured 24 high-net-worth clients and managed portfolios exceeding 378 million AUM, significantly
increasing revenue from 2.4 million to 5.3 million.
• Maintained high satisfaction levels through proactive relationship management and effective issue
resolution.
• Streamlined operations and improved client servicing through coordination with internal departments.
Company industry:
Islamic Banking

Trade Marketing Executive

July 2011 - May 2013

Telenor (Telecommunication )

Karachi, Pakistan

July 2011 - May 2013

• Trade marketing initiatives for Telenors Value-Added Services (VAS) Mobile & Payments (M&P), driving
19% increase in regional market penetration.
• Executed trade marketing strategies based on subscriber behavior, resulting in 14% boost in brand visibility
23% increase in VAS adoption across key retail channels.
• Collaborated with sales teams to implement regional promotions, driving17% growth in M&P services
engagement 21% uplift in retail activation.
• Analyzed channel performance data to refine campaign execution, achieving 16% improvement in product
positioning market presence.
• Managed retailer, distributor relationships, enhancing customer loyalty by 13% through targeted trade
programs ensuring successful 11% increase in campaign rollout efficiency for VAS and M&P services.
Company industry:
Telecommunications
Job role:
Marketing and PR

Trade Marketing Executive

July 2011 - May 2013

Telenor (Telecommunication )

Karachi, Pakistan

July 2011 - May 2013

• Trade marketing initiatives for Telenors Value-Added Services (VAS) Mobile & Payments (M&P), driving
19% increase in regional market penetration.
• Executed trade marketing strategies based on subscriber behavior, resulting in 14% boost in brand visibility
23% increase in VAS adoption across key retail channels.
• Collaborated with sales teams to implement regional promotions, driving17% growth in M&P services
engagement 21% uplift in retail activation.
• Analyzed channel performance data to refine campaign execution, achieving 16% improvement in product
positioning market presence.
• Managed retailer, distributor relationships, enhancing customer loyalty by 13% through targeted trade
programs ensuring successful 11% increase in campaign rollout efficiency for VAS and M&P services.
Company industry:
Telecommunications

Education

Shaheed Zulfikar Ali Bhutto Institute Of Science And Technology

August 2013

August 2013

Master's degree, Finance

Pakistan

Szabist University

August 2013

August 2013

Master's degree, Finance

Pakistan

Bahria University

May 2011

May 2011

Bachelor's degree, BBA: MARKETING

Pakistan

Bahria University

May 2011

May 2011

Bachelor's degree, Marketing

Pakistan

Bahria University

May 2011

May 2011

Bachelor's degree, Marketing

Pakistan

Bahria University

May 2011

May 2011

Bachelor's degree, Marketing

Pakistan

Skills

Marketing
Expert
Marketing
Expert
Customer Service
Expert
Customer Service
Expert
Key Account Management
Expert
Key Account Management
Expert
Sales
Expert
Sales
Expert
Business Development
Expert
Business Development
Expert
Auditing
Expert
Auditing
Expert
Team Management
Expert
Team Management
Expert
Negotiation
Expert
Negotiation
Expert
Leadership
Expert
Leadership
Expert
Administration
Expert
Administration
Expert
Power Bi
Expert
Power Bi
Expert
Yardi Voyage For Leasing
Expert
Yardi Voyage For Leasing
Expert
Customer Experience Management
Expert
Customer Experience Management
Expert
Microsoft Dynamics 365
Expert
Microsoft Dynamics 365
Expert
Customer Data Platform
Expert
Customer Data Platform
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Marketing Management
Expert
Marketing Management
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Sales automation
Expert
Sales automation
Expert
Segment
Expert
Segment
Expert
Tealium
Expert
Tealium
Expert
Adobe Experience Cloud
Expert
Adobe Experience Cloud
Expert
Power Bi
Expert
Power Bi
Expert
Yardi Voyage For Leasing
Expert
Yardi Voyage For Leasing
Expert
Customer Experience Management
Expert
Customer Experience Management
Expert
Microsoft Dynamics 365
Expert
Microsoft Dynamics 365
Expert
Braze
Expert
Braze
Expert
Sprinklr
Expert
Sprinklr
Expert
WhatsApp Business API (Chatbots)
Expert
WhatsApp Business API (Chatbots)
Expert
Google Analytics
Expert
Google Analytics
Expert
Loyalty programs
Expert
Loyalty programs
Expert
journey mapping
Expert
journey mapping
Expert
Voice of Customer (VoC)
Expert
Voice of Customer (VoC)
Expert
Zendesk
Expert
Zendesk
Expert
Power Bi
Expert
Power Bi
Expert
Customer Engagement Management
Expert
Customer Engagement Management
Expert
Yardi Voyage For Leasing
Expert
Yardi Voyage For Leasing
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
Customer Experience Management
Expert
Customer Experience Management
Expert
Business Analysis
Expert
Business Analysis
Expert
Microsoft Dynamics 365
Expert
Microsoft Dynamics 365
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Oracle Netsuite
Expert
Oracle Netsuite
Expert
Customer Data Platform
Expert
Customer Data Platform
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Marketing Management
Expert
Marketing Management
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Sales automation
Expert
Sales automation
Expert
Segment
Expert
Segment
Expert
Tealium
Expert
Tealium
Expert
Adobe Experience Cloud
Expert
Adobe Experience Cloud
Expert
Braze
Expert
Braze
Expert
Sprinklr
Expert
Sprinklr
Expert
WhatsApp Business API (Chatbots)
Expert
WhatsApp Business API (Chatbots)
Expert
Google Analytics
Expert
Google Analytics
Expert
Loyalty programs
Expert
Loyalty programs
Expert
journey mapping
Expert
journey mapping
Expert
Voice of Customer (VoC)
Expert
Voice of Customer (VoC)
Expert
Zendesk
Expert
Zendesk
Expert
Customer Data Platform
Expert
Customer Data Platform
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Sales Force ( Marketing, Service, Cloud)
Expert
Marketing Management
Expert
Marketing Management
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Salesforce (Sales, Service, Marketing Clouds)
Expert
Sales automation
Expert
Sales automation
Expert
Tealium
Expert
Tealium
Expert
Adobe Experience Cloud
Expert
Adobe Experience Cloud
Expert
Braze
Expert
Braze
Expert
Sprinklr
Expert
Sprinklr
Expert
WhatsApp Business API (Chatbots)
Expert
WhatsApp Business API (Chatbots)
Expert
Google Analytics
Expert
Google Analytics
Expert
Loyalty programs
Expert
Loyalty programs
Expert
journey mapping
Expert
journey mapping
Expert
Voice of Customer (VoC)
Expert
Voice of Customer (VoC)
Expert
Zendesk
Expert
Zendesk
Expert
Digital Marketing
Expert
Digital Marketing
Expert
Business Development
Expert
Business Development
Expert
Sales
Expert
Sales
Expert
Marketing
Expert
Marketing
Expert
Project Management
Expert
Project Management
Expert
Accounting
Intermediate
Accounting
Intermediate
Finance
Expert
Finance
Expert

Languages

English

Native Speaker

Training and Certifications

Training
Uplift your Services
Ronn Kofman
Feb 2015

Hobbies and interests

Padel