Joshua Sadiq
Lahore
Only those who dare to fail greatly can ever achieve greatly
Summary
Customer Success Manager | SaaS | AI-Driven Automation Expert | 5+ Years in B2B & B2C Support
Overview
6
6
years of professional experience
Work History
Customer Success Manager
TRG - The Resource Group
03.2024 - Current
- Led a remote team of 12 specialists, supporting 100 B2B & B2C clients, maintaining a 95% CSAT score
- Implemented AI-driven automation to reduce manual ticket handling by 45%, saving 600 hours annually
- Developed customer retention strategies reducing churn by 25% through personalized, hands-on approaches
- Collaborated across product, sales, and marketing teams, launching 4 major product enhancements
- Increased annual recurring revenue by 20% through upselling and cross-selling opportunities
Customer Success Manager
Webflow
09.2023 - 02.2024
- Managed and scaled a remote team, delivering real-time support for 50 clients, maintaining a 96% CSAT
- Reduced manual ticket handling by 40%, saving 500 hours annually with Zendesk and AI solutions
- Reduced churn by 20% through AI chatbot integration and personalized follow-up strategies
- Spearheaded 3 product enhancements addressing top customer pain points
Senior Customer Support Specialist
Buffer
06.2021 - 12.2022
- Handled 1,500 tickets monthly for global clients, achieving a 4.8/5 CSAT by implementing personalized customer success plans
- Boosted client retention by 30% with strategic onboarding enhancements and lifecycle management
- Reduced escalations by 40% by developing an internal knowledge base and automating tasks with Zapier
- Led initiatives that improved onboarding efficiency by 50%, reducing time to value for new users
Customer Success Associate
NETSOL Technologies Inc.
05.2018 - 05.2021
- Managed key B2B accounts in the financial sector, reducing churn by 15% and improving renewals by 25%
- Automated CRM workflows, cutting ticket resolution times by 40%
- Delivered data-driven reports influencing key product decisions, achieving a 99% resolution rate within 24 hours
Education
Bachelor of Business Administration -
12.2023
Skills
- Customer Support
- Technical Support
- Customer Experience
- Customer Service Representatives
- Contact Centers
- Customer Satisfaction
- Phone Etiquette
- Salesforcecom
- Troubleshooting
- Customer Retention
- Online Support
- Data Entry
- Customer Success
- Customer Relationship Management (CRM)
- Typing
- Chat
- Customer Account Management
- Customer Relationship Building
- Client Relations
Languages
English
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Timeline
Customer Success Manager - TRG - The Resource Group
03.2024 - Current
Customer Success Manager - Webflow
09.2023 - 02.2024
Senior Customer Support Specialist - Buffer
06.2021 - 12.2022
Customer Success Associate - NETSOL Technologies Inc.
05.2018 - 05.2021
University of South Asia - Bachelor of Business Administration,
Similar Profiles
Agha Imran ZulfikarAgha Imran Zulfikar
Sr Manager Sales and Operations at TRG - The Resource GroupSr Manager Sales and Operations at TRG - The Resource Group
Dilawar AliDilawar Ali
Manager, Business Analytics at IBEX GLOBAL (A TRG COMPANY) – THE RESOURCE GROUPManager, Business Analytics at IBEX GLOBAL (A TRG COMPANY) – THE RESOURCE GROUP
Kristen BeasleyKristen Beasley
Integration Manager at The Resource GroupIntegration Manager at The Resource Group
Abbas BilalAbbas Bilal
Senior SQA Engineer at Merit IncentivesSenior SQA Engineer at Merit Incentives
Ali MuradAli Murad
Lead Software Engineer at I2c Inc.Lead Software Engineer at I2c Inc.