Usman Malik, Customer Retention Specialist | Computer Science | Salesforce | Customer Success | B2B Customer Account management

About

I am a Computer Science graduate and a results-driven professional Customer Success Specialist. Two plus years' of experience in making sure that the customer satisfaction and retention levels are always high. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Responsible for successful strategic initiatives to improve team productivity and increase staff retention.

Experience

LANSA- Idera, Inc.

Jun 2020 – Present

Remote

Customer Retention Specialist

LANSA is a hybrid low-code, high productivity development platform for mobile, web and desktop apps. My responsibilities are to: -Proactively monitor, identify risk point, and track and resolve client issues to drive customer renewals. -Manage outbound and inbound calls with customers/partners regarding renewal quotes, products, pricing, programs, up/cross selling etc. -Work with cross functional team to determine renewal accounts and terms. -Preparing renewal quotes and negotiate prices with customers within established guidelines. -Refining renewal strategies that proactively engage a client in chopping the churn rate. -Track status of renewal commitments and proactively follow up with customers as required. -Research and respond to sales support and service team questions and requests by effectively using the CRM Salesforce.

Codelia

Jan 2022 – Nov 2022

Remote

Customer Success Manager

Codelia helps digital companies to create and deliver digital products faster through a Headless CMS to automate marketing and scale projects faster. Reponisbilities: -Managed client on-boarding processes, ensuring that their expectations and goals were fully met. -Provided support for inbound inquiries through our different channels, web portal, email, phone and chat. -Responded to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives. -Participated in client meetings and ensured all-time positive customer experience by communication and maintaining professional relationships. -Advising customers on the optimal use of the platform to the

Education

Foundation University Islamabad

Jan 2018 – Oct 2021

BSc, Computer Science

Usman Malik

Customer Retention Specialist | Computer Science | Salesforce | Customer Success | B2B Customer Account management

Skills