Omer Sheikh
Customer Success Manager
Islamabad,Pakistan
Summary
With over 10 years of experience in strategic account management and customer success, I am passionate about fostering mutually beneficial partnerships. I excel in leveraging deep customer insights and data analysis to drive satisfaction and product adoption. My track record includes reducing churn, negotiating renewals, and increasing account value.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Senior Customer Success Manager
Hexa Affiliate
Islamabad, Pakistan
07.2019 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Motive
12.2019 - 04.2022
- Managed a portfolio of high-value SMB customer accounts
- Led efforts to guide customers through complex implementation, ensuring smooth onboarding
- Utilized customer health metrics to customize interventions for at-risk accounts, reversing potential churn and solidifying business with 95% of accounts
- Build trusted relationships with executives and customers by providing strategic guidance
- Collaborated with product teams by providing constructive customer feedback which led to the development and adoption
Technical Support Specialist
Motive
Islamabad, Pakistan
10.2017 - 12.2019
- Improved support ticket response time, leading to greater customer satisfaction
- Established a centralized knowledge base with the compliance team, which increased first-call resolution rates and empowered both staff and customers
- Worked on upsells
- Collaborated with the customer and the engineers on testing new products dashcams, dispatching
Training Specialist
Touchstone Communications
04.2016 - 07.2017
- Successfully developed and delivered a training curriculum that improved employee performance and reduced onboarding time by fostering a deeper understanding of company processes
Senior Sales Executive
Touchstone Communications
02.2015 - 04.2016
- Effectively closing deals and building strong relationships with clients, contributing to significant revenue growth for the company
Customer Sales Representative
Touchstone Communications
07.2014 - 02.2015
- Achieved top performance in both customer service and sales by effectively addressing customer needs while consistently exceeding sales targets
Education
Bachelor of Science - applied accounting
Oxford Brookes University
Islamabad 01.2012 - 1 2014
Skills
Strategic thinking
Customer acquisition
Business development
Client engagement
Negotiation
Team engagement
Timeline
Customer Success Manager
Motive
12.2019 - 04.2022
Senior Customer Success Manager
Hexa Affiliate
07.2019 - Current
Technical Support Specialist
Motive
10.2017 - 12.2019
Training Specialist
Touchstone Communications
04.2016 - 07.2017
Senior Sales Executive
Touchstone Communications
02.2015 - 04.2016
Customer Sales Representative
Touchstone Communications
07.2014 - 02.2015
Bachelor of Science - applied accounting
Oxford Brookes University
01.2012 - 1 2014