Atif Abdul Hameed

• As a Customer Success Manager, my role is to serve as an advocate for the customer while reinforcing our position as a strategic business partner. Effective account stewardship is achieved by carefully balancing the interests of both the customer and the company, thereby safeguarding the priorities of both parties.
• I am responsible to improve customer health scores, reduce churn, increase revenue growth and find opportunities for customer's expansion.
• I also create value realization about our products and services to ensure customer's stickiness and show them the return on their investment by employing different strategies.
• I also do customer enablement by doing adoption calls, training, educating and by being a technical expert in helping them understand what our products and services are and how to achieve their business goals.
• I oversee renewal cycles and escalation management, driving customer retention and risk mitigation by involving interdepartmental channels.
• I have always achieved the highest stack ranking in my team and had the best numbers last quarter with $0 mid-contract churn and 112.85% of NRR which was the highest in the whole segment.
• My performance has garnered multiple shout outs and honors, one of which was a certificate of achievement awarded for being one of the only two CSMs selected within my segment in Lahore to uphold the Motive value of 'Own It'.

• As the face of the company, I ensure the satisfaction, growth, and overall positive experience of clients.

• My focus is on understanding client needs, addressing concerns, and actively working to enhance the value clients derive from products or services. The goal is to foster long- term relationships, maximize client retention, and contribute to the overall success of both the client and the business.

• The responsibility includes, but not limited to, addressing and resolving any issues concerning clients, ensuring their retention and preventing churn. Moreover, to extract new business from them.

• I am also tasked with revival of clients who have not placed new business for a period exceeding two years.

• We provide a diverse range of financial services, encompassing collections, skip tracing, recruitment of skilled personnel, SaaS, and legal support.

• In my role, I oversee sectors such as retail, government, and specific areas within banking and commercial industries.

• Our client base varies, with annual revenues ranging from $100,000 to over a billion dollars.

• I ensure client success by collaborating with multiple departments, including MIS (admin), compliance, production (collections), Communication & Engagement, accounting & legal.

• To maintain efficiency, I generate daily reports and communicate all the progress achieved.

I schedule & conduct checkpoint calls and video meetings with clients. Where needed, I employ all essential communication channels to ensure the attainment of our objectives.

• I started my journey as a full-time employee in a dedicated card team (Motive Fleet Cards).
• I was assigned Motive customers from fleet 1 to 19 to introduce our propriety product, take the customer through the sales cycle, and manage the accounts accordingly from my book of business.
• I was one of the top performers of 2022 in SMB Sales in the FinTech department and was awarded wit a trophy for achieving over 124% for the whole year.
• After my successful role in Motive Fleet Cards, I was assigned into different job roles that included reaching out to existing customers to upsell our every product (Expansion) to contacting newly registered companies to become our customers (New DOT).
• I developed great customer relationships, understood their pain, offered the relevant products and made sure to resolve any issues they might have had by scheduling tasks, presenting demos of our products and creating cases with relevant departments.
• Proficient in Salesforce and Salesloft.