Aarij H

Customer Success Manager

CEQUENS • Fulltime

Jul 2023 - Present • 3 yrs 1 mo

• Manage and support GCC-based customer accounts, acting as the primary point of contact to ensure high customer satisfaction and long-term retention. • Drive upselling and cross-selling opportunities by understanding customer needs, usage patterns, and business goals. • Build strong, trust-based relationships with customers, contributing to improved retention rates and reduced churn. • Actively monitor and improve CSAT scores by addressing customer concerns, resolving issues, and enhancing overall customer experience. • Focus on customer engagement and success outcomes, ensuring customers derive maximum value from the platform. • Collaborated closely with internal teams to ensure smooth onboarding, partner readiness, and consistent customer experience across regions.

Customer Success Manager

SellerLegend • Fulltime

Oct 2018 - Jul 2023 • 4 yrs 9 mos

-Verify and analyze functions, outputs, contents and screens of a technical SaaS application (sellerlegend.com) -Provide inputs in the betterment of standards, procedures, designs, output and features of the system. -Maintaining documentation of new and existing features of the application. Additionally, analyzing and documenting unresolved problems/bugs. -Daily engagement with the development manager to get bugs fixed and build great relationships with customers mainly in the US and Europe as well. -Providing software demos to potential clients and assist in onboarding. -Check and analyze the feasibility of customer-requested features in correspondence with the dev team. -Working directly with the company's director on software's referral program and implementing new policies for the company. -Reporting directly to the CEO of the company regarding the team's performance including 6-month employee performance evaluations. -Managing and leading a team of 5 customer support specialists. Involved in hiring and training as well.