Marium Mushtaq
Customer Experience Manager
Berlin
Summary
Experienced Customer Success Manager with a strong background in SaaS, cloud platforms, and data-driven solutions. Demonstrated expertise in supporting B2B clients, optimizing customer experiences, and resolving technical issues. Passionate about leveraging technology and insights to ensure customer success and satisfaction. Highly skilled in troubleshooting, relationship-building, and cross-functional collaboration.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Customer Experience Manager
HRS GmbH
10.2022 - Current
- Managed a portfolio of B2B enterprise clients, ensuring a seamless post-sales experience and delivering consistent value, resulting in a 25% increase in customer retention.
- Acted as the strategic advisor to clients, aligning HRS solutions with their business goals, which led to a 15% YoY growth in upsell and cross-sell opportunities.
- Successfully onboarded and trained client stakeholders, leading to a 35% reduction in time-to-value and improved product adoption metrics.
- Collaborated with product, tech, and sales teams to voice customer needs and influence feature development, directly contributing to the launch of two key product enhancements.
- Played a pivotal role in driving digital transformation initiatives for corporate travel programs, streamlining workflows and boosting client satisfaction.
Senior Sales Assistant
Learning Source Tuitions
10.2019 - 07.2021
- Fostered strong client relationships by providing tailored solutions and addressing specific needs.
- Mentored junior team members, enhancing team performance and collaboration.
- Utilized analytical skills to identify trends and propose actionable recommendations for service improvements.
Education
Masters of Business Administration -
CBS International Business School
09.2021 - 07.2024
Skills
Salesforce and PeopleSoft CRM proficiency
Data visualizations
User experience design
Virtual communication tools
Artificial intelligence expertise
Timeline
Customer Experience Manager
HRS GmbH
10.2022 - Current
Masters of Business Administration -
CBS International Business School
09.2021 - 07.2024
Senior Sales Assistant
Learning Source Tuitions
10.2019 - 07.2021
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