Omair Anwer
Lahore
Summary
HEAD OF CUSTOMER SUCCESS & TECHNICAL OPERATIONS
- 15+ years leading Customer Success, Technical Support and SaaS Operations.
- Proven success in Customer Retention, Platform Adoption, Revenue Growth and Operational Excellence.
- Leading global teams across Support, QA, Engineering, DevOps and AI-powered Computer Vision solutions.
- Experienced in managing ARR portfolios, Renewals, Customer Health, Escalations and Executive Stakeholder Relationships.
- Strong background in SaaS, AI, Industry 4.0, Process Optimization and Cross-Functional Leadership.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Head of Technical Support
Thingtrax
Lahore, Pakistan
08.2024 - Current
- Restructured workflows to eliminate inefficiencies in ticket management.
- Expanded support team from one L1 resource to six members, achieving 60-70% in-house ticket resolution.
- Established core group for L3-level tickets, minimizing dependence on senior developers.
- Increased ticket resolution rate from less than 60% to 91% through targeted initiatives.
- Implemented Root Cause Analysis for Priority 1 tickets to identify and resolve recurring issues.
- Automated repetitive tasks and support workflows, enhancing overall team productivity.
- Developed SOPs for structured ticket handling, ensuring operational efficiency.
Introduced monthly customer reports to provide insights on complaints and sentiment. - Identified, addressed and either resolved or escalated project issues.
- Collaborated with product development teams to highlight technical issues reported by customers, facilitating swift resolutions.
- Demonstrated outstanding technical troubleshooting skills, identifying problems promptly and precisely.
Technical Customer Success Manager
Circles Life
Islamabad, Pakistan
05.2023 - 08.2024
- Orchestrated integration of Circles stack with Telco BSS systems, ensuring interoperability and scalability.
- Delivered end-to-end technical support for network services, optimizing performance and reliability.
- Enhanced operational excellence by refining SOPs and communication to reduce incident recurrence.
- Identified and resolved technical bottlenecks in customer acquisition to drive growth in user adoption.
Managed stakeholder relations, facilitating effective communications during outage events and escalations.
Implemented SOPs for asset management, covering vouchers, eSIMs, and contract renewals. - Enabled comprehensive reporting for stakeholders, reconciling metrics on Gross Adds and active user base.
Conducted cross-functional training sessions to ensure knowledge transfer across multiple teams. - Analysed customer feedback to identify trends and areas for improvement, driving product enhancements.
- Conducted regular review meetings with clients, assessing service performance and aligning future objectives.
- Crafted personalised customer success plans, setting clear goals and milestones for client engagements.
- Coordinated with cross-functional teams to resolve complex customer issues promptly, maintaining high satisfaction levels.
Customer Solutions Lead
Seamless Distribution Systems
Lahore, Pakistan
04.2021 - 05.2023
- Define, build and manage the interactions of customer success managers from multiple time zones with all internal & external customers.
- Play a key role in cultivating relationships with executive stakeholders, executing on expansion opportunities that drive meaningful revenue growth, P&L management for the company and overall department SLA's.
- Build and define the Customer success & Account management playbook, collaborating with sales, marketing, operations and product to drive success at every stage of the customer journey.
- Supervise effective performance of all employees and ensure customer satisfaction & process improvement.
- Coach, mentor and train team on products, ways of working, problem-solving skills, mapping of functional & non-functional requirements to existing out of the box features and overall WFM.
Customer Solution Manager (Executive)
Seamless Distributions Systems
03.2019 - 04.2021
- Responsible for designing technical presentations, documents for pre-sales & post-sales.
- Creating a detailed business analysis, outlining problems, opportunities and solutions for all our customers.
- Brainstorming & articulating the value proposition of our products to the customers.
- Understanding the pain of the customer and deliver the needed solution using best practices after scaling hardware/software requirements.
- Analysing key performance indicators and generating actionable insights for the key decision makers.
System Support Engineer
Seamless Distribution Systems
11.2015 - 04.2020
- Managing Cloud Infrastructure of applications over AWS, SAAS solutions etc.
- Setup network, routing, network bonding to ensure reliability and accessibility.
- Continuous monitoring of the server by setting up monitoring tools.
- Change management and tracking via Git to effectively log changes and minimise their impact.
- Carrying out stress testing for applications using SOAPUI & JMETER.
Software Configuration Management Engineer
I2c International (Pvt) Ltd.
12.2010 - 05.2011
- Responsible for complete software configuration change management & server administration.
- Work on Automation tools such Tortoise SVN to maintain server versioning.
- Monitor NOC alerts for network outages related to servers/DB and resolve them remotely.
Customer Support
HBS Technologies (Pvt) Ltd.
09.2008 - 11.2009
- Start a new pilot project (Support) for clients/customers and increasing revenue by 14%.
- Build a new customer facing team and set and align organisation goals & objectives.
- Gather customer requirement, translating it to the development team.
Education
MBA Executive - Marketing
IBA - Punjab University
Lahore01-2014
BSc - Telecommunications
NUCES-FAST
Lahore01-2008
Skills
- Customer Success Strategy
- Customer Lifecycle Management
- Customer Retention & Churn Reduction
- Customer Adoption & Value Realization
- Renewals & Expansion
- Executive Stakeholder Management
- Customer Health Monitoring
- Executive Business Reviews (QBRs / EBRs)
- SaaS Operations
- Service Delivery Management
- Technical Support Leadership
- Incident & Escalation Management
- Root Cause Analysis (RCA)
- Process Improvement & Automation
- Cross-Functional Leadership
- Team Building & Mentoring
- Business Analysis
- Solution Design & Scoping
- Pre-Sales & Post-Sales Consulting
- Upselling & Cross-Selling
- Commercial Proposals & Bid Management
- Third-Party Integrations
- Agile / SAFe Methodologies
- Artificial Intelligence (AI)
- Machine Learning
- Computer Vision
- Industry 40
- Data Analytics & Power BI
- Python
- Cloud & Virtualization Technologies
Certification
- ITIL certified
- Skills training & Leadership Program
- IELTS (7+ in each category)
- Anger & Stress Management
Custom Section
- KVM
- VMware's ESXi
- AWS
- Docker
- Containers
- OpenShift
- Microservices
Accomplishments
- Nominated as employee of the year (outstanding performance) multiple times across my career
- Improved the support ticket resolution rate from 62% to 91%.
- Converted highly dissatisfied reviews to highly satisfied reviews over a span of 8 months
- Reduced churn rate by 9% by handholding and improved platform adoption.
Websites, Portfolios and Profiles
linkedin.com/in/omair-anwer
Timeline
Head of Technical Support
Thingtrax
08.2024 - Current
Technical Customer Success Manager
Circles Life
05.2023 - 08.2024
Customer Solutions Lead
Seamless Distribution Systems
04.2021 - 05.2023
Customer Solution Manager (Executive)
Seamless Distributions Systems
03.2019 - 04.2021
System Support Engineer
Seamless Distribution Systems
11.2015 - 04.2020
Software Configuration Management Engineer
I2c International (Pvt) Ltd.
12.2010 - 05.2011
Customer Support
HBS Technologies (Pvt) Ltd.
09.2008 - 11.2009
MBA Executive - Marketing
IBA - Punjab University
BSc - Telecommunications
NUCES-FAST