Ehsan Khalil

EspecialMail is a leading innovator in the email marketing industry, dedicated to helping businesses connect with their audiences in meaningful and impactful ways. With a focus on email security and deliverability, our solutions empower clients to deliver personalized and engaging email experiences that drive results.

As the Manager of Customer Success at EspecialMail, I play a pivotal role in ensuring the success and satisfaction of our valued clients. I oversee the development and execution of strategies to drive adoption, retention, and growth within our customer base.

Key Responsibilities
• Strategic Leadership: Develop and execute customer success strategies aligned with company goals, driving customer adoption, satisfaction, and retention.
• Client Engagement: Build and maintain strong relationships with key clients, serving as their trusted advisor and advocate within EspecialMail.
• Product Adoption: Collaborate with cross-functional teams to ensure successful onboarding and adoption of EspecialMail products and services.
• Customer Feedback: Gather and analyze customer feedback to identify opportunities for product improvement and service enhancements.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to track the effectiveness of customer success initiatives and drive continuous improvement.

ReadyStack (formerly Saashups Automation Advisors) is a platform that allows you to create, share agile automation playbooks. You can create your own playbooks from scratch, copy from community members for free, or buy from business process experts.

Playbooks are pre-built automation flows that connect Salesforce with thousands of other apps and automate tasks without coding. They are hosted on ReadyStack and powered by Zapier, so you don't need to worry about setup, maintenance, or security.

As Director, Creator Relations, my responsibilities included:

• Managed the creation and management of cross-functional partnerships with Salesforce SMEs and industry experts within the community, including freelancers, SME agencies, and members of the Trailblazer Community.
• Collaborated with experts to transform their knowledge into actionable, try-before-you-buy automation playbooks designed specifically for Salesforce SMEs and non-profits.
• Enabled SMEs to efficiently test expert advice, processes, and apps within hours, reducing the risk and complexity often associated with automation projects.
• Delivered tailored automation solutions that simplified execution, saving months of work and hundreds of thousands of dollars compared to traditional integration methods.
• Ensured every automation playbook was a 10x improvement over conventional setups, allowing clients to allocate more resources to high-value tasks.
• Positioned ReadyStack as the go-to resource for unbiased process expertise, delivering faster, more reliable solutions.

Makesbridge is an omni-channel marketing and sales automation platform used by hundreds of companies around the globe to automate various business processes, such as:

• Email marketing
• Lead nurturing
• Lead qualification
• Sales enablement
• Business intelligence

We are ranked #1 for customer satisfaction and support on Salesforce AppExchange and G2 Crowd, with 4.9 out of 5 stars from over 50 reviews. We have been in business for over 16 years, and we have helped thousands of customers across various industries and regions.

My responsibilities included:

• Building and maintaining strong relationships with our customers
• Onboarding new customers and providing training and guidance on how to use our platform
• Proactively reaching out to customers to ensure they are getting the most value from our platform
• Identifying opportunities to upsell and cross-sell our products and services
• Resolving customer issues and providing feedback to our product team
• Monitoring customer health and satisfaction metrics and taking action to improve them
• Collaborating with our sales, marketing, and support teams to deliver a seamless customer experience.

Warid Telecom, owned by the prestigious Abu Dhabi Group, was renowned for revolutionizing communication solutions with seamless, innovative technology. Driven by a commitment to excellence, Warid consistently delivered top-tier customer service, blending reliability with cutting-edge advancements. This dedication to customer satisfaction and innovation positioned Warid Telecom as a trusted leader in the telecommunications industry, setting a new standard for customer-centric solutions.

As a Customer Service Rep, my key responsibilities were:

• Responding to customer inquiries via phone and email in a prompt and courteous manner.
• Assisting customers with account management, billing inquiries, and service-related concerns.
• Providing information about Warid Telecom's products, services, and promotions.
• Resolving customer issues and escalating complex problems to the appropriate department.
• Keeping accurate records of customer interactions and transactions.
• Collaborating with other departments to ensure timely and effective resolution of customer issues.
• Staying informed about industry trends, company policies, and product updates to better assist customers.