I have been working in client services and SaaS/Cloud industry from 2013 and worked with some well reputed multinational companies like TCP software, Systems ltd, i2c Inc, Dgs (Digital globe services) and Future now technologies.
I have worked as a Retention specialist, Customer success manager, Sales professional, Fraud prevention specialist and Customer service representative as well in these years.
I am a very quick leaner, highly dependable and very hard working resource. I am very skilled in MS office and very experienced to work in multi-tasking and target based environments.
Experience
TCP Software
Jan 2022 – Present
Lahore, Pakistan
Customer Success Manager
Management related responsibilities,
1. Managing a small team of retention specialist
2. Positional trainer for the new hires
3. Preparing training decks and Documentations for the new hires
4. Creating new SOPs for the role as per the management and product needs
Client oriented responsibilities,
1. Managing and maintaining Mid market and Enterprise level growing book of business
2. Maintaining productive long-term relation with the Clients
3. Creating SOW for the new clients
4. Educating clients on all existing and new product offerings
5. Identify opportunities to up-sell and cross-sell within the existing customer base.
6. Ensure a high rate of renewal across the customer base.
7. Proactively assess the churn risks/Contractions and work with Sales and Success team to retain the business.
8. Handling product demos and presentations
