Aimen Khan, Customer Success Manager

About

As a Customer success with over 5 years of experience, I have leveraged KPIs to achieve the department's annual goals and initiated customer onboarding programs and implementation training initiatives that successfully recruited and retained talent. Additionally, I have used customer feedback and data to create usage reports and improve customer experience in the customer lifecycle, driving product roadmap initiatives and ultimately achieving the highest level of customer satisfaction.

Experience

Motive

May 2022 – Present

Islamabad

Senior Customer Success Manager

•Managing portfolio of accounts as Customer Success Manager generating multi-million dollars in annual revenue. • Owning onboarding, adoption, training and development of customers. • Be primary point of contact of customers as their trusted advisor. • Hold diagnostic conversations with customers to address pain points and understand business. • Driving sales by actively working on upselling and expansion opportunities. • Work on strategies to drive product utilization and adoption to reduce churn. • Communicate client pain points and concerns effectively to all relevant departments and act as an escalation point. • Handling objections and escalations from customers while demonstrating resolutions. • Hold Quarterly Business Reviews with customers to highlight value, foster partnership and identify growth opportunities. • Complete lifecycle management of a customer and renewals management. • Identifying high risk accounts and implementing risk management practices. • Participating in the interview and hiring process of team members. • Coordinating with the enablement team to improve new hire onboarding and training process. • Training new hires as subject matter expert.

Repstack

Apr 2019 – May 2022

Islamabad

Customer Support Specialist

Promptly responding to customer queries via email, live chat, video, phone, and social media channels. Immediately escalating serious complaints or issues that you are not equipped to deal with. Liaising with colleagues or managers to find the best solutions to customers’ issues. Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible. Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved. Training the customers on the new products and services as they are introduced. Attending workshops and meetings as required. Providing training to new customer service agents. Identifying and escalating any issues faced by the customer to the IT department.

Apollo Telecom

Nov 2018 – Nov 2019

Islamabad

Customer Support Representative

Devising strategies to build positive relationships with clients that will translate to sales Developing innovative win-win strategies for the challenges of customers. Uncovers customer-specific feasible solutions and retaining existing customers Building trust and establishing good commercial relationships with clients and field teams assigned Establishing processes and procedures to ensure customer success Preparing and completing the legal agreements Serving as the link of communication between key customers and internal teams Resolving issues and problems faced by customers and deal with complaints to maintain trust Playing an integral part in generating new sales that will turn into long-lasting relationships Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics Acquiring a thorough understanding of key customer needs and requirements

Education

Brunel University

Jan 2018 – Jan 2019

MSC Management , Business Management

Aimen Khan

Customer Success Manager

Skills

Languages