Salesforce
Rabab Babar Jafri
Manager, Customer Success
Remote
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management, with a primary focus on North American clients.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Manager, Customer Success
10Pearls
Lahore
04.2023 - Current
- Lead high-performing teams, consisting a total of 42 resources, in executing engagement and implementation strategies, ensuring successful project delivery
- Mentored and empowered team members to excel in client relationship management, fostering their professional growth
- Pioneered the onboarding process for new customers, guaranteeing seamless transitions and ongoing account health
- Developed deep understanding of client challenges, objectives, and requirements, aligning them with solutions
- Trusted advisor to client IT and business leaders, consistently ensuring satisfaction and retention
- Proactively identified upselling opportunities, achieving revenue growth and driving exceptional value.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Identified key entry points to enhance market penetration and maximize returns.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
Sr. Manager, Customer Success
xiQ Inc
Lahore
01.2023 - 03.2023
- Transformed the CS team into a high-performance unit, training and developing talent to support exceptional customer experiences
- Led a team focused on maximizing client usage, adoption, and overall satisfaction
- Championed strategic initiatives to engage clients and showcase value, resulting in recognition as a star performer by CEO.
- Created and delivered product training sessions, webinars, and workshops, enhancing customer onboarding experience.
- Collaborated across functions on promotional campaigns, elevating product awareness and adoption
- Cultivated "trusted advisor" relationships with clients and prospects, contributing to long-term business growth.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Identified key entry points to enhance market penetration and maximize returns.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Customer Success and Enablement Manager
xiQ Inc
Lahore
01.2022 - 12.2022
- Revitalized the customer success team's structure, streamlining operations for enhanced efficiency
- Introduced product enhancements, enhancing user-friendliness and client value
- Strategized and executed customer-centric strategies, driving increased retention and product engagement
- Spearheaded successful client onboarding and conducted impactful demos, ensuring positive experiences
- Collaborated with global teams on marketing initiatives, enhancing client acquisition and retention efforts.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Associate - Client Success
S&P Global Pakistan Pvt. Limited
Islamabad
08.2019 - 01.2022
- Partnered with clients to add value through integrated products, ensuring 100% engagement in assigned accounts
- Conducted diagnostic conversations to optimize product integration for maximum value
- Led client engagement campaigns, strategically increasing product usage and satisfaction
- Documented interactions and maintained detailed records, enhancing future communications and renewals
- Identified upselling opportunities and contributed to revenue growth.
Associate – Client Services
S&P Global Pakistan Pvt. Limited
Islamabad
12.2017 - 08.2019
- Provided support and advocacy for clients, collaborating with cross-functional teams to find solutions
- Achieved high client satisfaction scores by addressing concerns with economics and finance expertise
- Contributed to the setup of a global support team
- Kept existing topics in knowledgebase up to date, providing valuable resources for clients.
Education
Bachelor of Science - Economics and Finance
Lahore School of Economics
08.2013 - 05.2017
Skills
Strategic planning
Negotiation
Project Management
Account management
Business development and planning
Relationship building and management
Stakeholder Management
Cross-functional Team collaboration
Accomplishments
- Selected to lead the global support team for Panjiva (acquired by S&P Global) within 6 months of hire
- Received company-sponsored training in the Philippines for exceptional performance
- Identified as the star performer by the CEO at xiQ inc.
Certification
Customer Success Management - Upselling Strategies - Relationship Building
Software
Asana
Salesloft
Microsoft Office
S&P CapitalIQ Pro
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Manager, Customer Success
10Pearls
04.2023 - Current
Sr. Manager, Customer Success
xiQ Inc
01.2023 - 03.2023
Customer Success and Enablement Manager
xiQ Inc
01.2022 - 12.2022
Associate - Client Success
S&P Global Pakistan Pvt. Limited
08.2019 - 01.2022
Associate – Client Services
S&P Global Pakistan Pvt. Limited
12.2017 - 08.2019
Bachelor of Science - Economics and Finance
Lahore School of Economics
08.2013 - 05.2017