profile-img

Hadir Khalil Shereba

Director of Customer Success at Crowd Analyzer

New Cairo, Cairo, Egypt

Work Experience

Crowd Analyzer

  • Director of Customer SuccessFull Time

    Mar 2021 - Present -4 yrs, 4 months

    Egypt , Cairo

    • Job Details:Created and led annual department strategy and implementation plans, workflows, client journey, and department playbook documentation to ensure a seamless customer life cycle. Conducted deep dives into client's feedback via NPS, CSAT and audit calls to help shape our product and annual company strategy. Increased total number of clients by 70%, ARR by 67%, gross renewal rate by 25% and reduced our churn rate by 22% in the past four years. Built and managed a growing team of Customer Success Managers located between Egypt, KSA & UAE, who deal with a mix of SMB and Enterprise customers across MENA.
  • Customer Success Team LeadFull Time

    Feb 2019 - Feb 2021 -2 yrs

    Egypt , Cairo

    • Job Details:Coach the Customer Success Managers in overcoming obstacles, managing workloads, setting priorities to ensure the team are focusing on the activities that lead to renewal and upsell. Execute on department-level goals / initiatives, such CS playbook, knowledge base documentations, customer journeys and more. Work closely with higher management, in developing new company strategies, such as product roadmap, setting new pricing models and company monthly SaaS metrics reports.
  • Senior Customer Success ManagerFull Time

    Jan 2018 - Jan 2019 -1 yr

    Egypt , Cairo

    • Job Details:Lead a team of 6 Customer Success Managers between Dubai and Egypt. Created comprehensive departmental strategy, to engage with clients, ensure on boarding and utilization of all resources to ensure objectives are met. Drove a low churned rate by forecasting, negotiating, and closing renewals, upgrades, and cross-sell opportunities. Worked with enterprises in the MENA region such as PwC, McKinsey & Company, Ernst & Young, Etisalat UAE, Accenture, Souq.com (by Amazon), Abu Dhabi Media, Huawei Technologies Co., Jaguar and Land Rover, and more.
  • Digital Account ManagerFull Time

    Victorylink

    Oct 2016 - Dec 2017 -1 yr, 2 months

    Egypt , Cairo

    • Job Details:• Acting as the point of contact for clients for digital management matters. • Building strong, long-term relationships and maintain frequent contact with clients. • Set digital strategies for assigned accounts, considering their specific requirements. • Suggest, design and implement digital projects to increase customer ROI. • Address client’s queries effectively and in a timely manner. • Present social media strategies to clients. • Report on web performance metrics. • Analyse digital campaigns success. • Stay up to date with digital technologies trends.
  • Founder & Managing PartnerFull Time

    Creative foods

    Dec 2012 - May 2016 -3 yrs, 5 months

    Egypt , Cairo

    • Job Details:Founder & Managing Partner, Lettuceat & Fitnation, Creative Foods, Cairo, Egypt December 2012 – May 2016  Founded Lettuceat , Creative Foods Egypt, our first Good for you healthy restaurant chain in Egypt.  Opened 3 branches and currently working on establishing our 4th.  Diversified the business line into corporate catering such as The Coca-Cola company and Mersek Drilling Co.  Established a unique catering model for parties and events to cater to a rising health trend with minimum set up costs for our customers.  Handling the central kitchen and all back end operations.  Managing 55 employees in multiple functions / departments to deliver on our daily / monthly targets.  Introduced Lettuceat salad cups in supermarkets and convenience stores across Cairo.  Developed and launched Fitnation, a new brand under creative foods, the first microwavable meals concept in Egypt to capture a huge opportunity in the convenience / healthy needs states for Egyptian consumers and further scale our business.  Truly Re-defined the salads concept in Cairo from a dull item on Egypt's menu to a full meal proposition.  Awarded in our first year of operations from Trip Advisor and Cairo360 Editor Choice Awards 2014 & 2016 for Healthy Eating.
  • Account ManagerFull Time

    Zeven Communications

    Jan 2012 - Mar 2013 -1 yr, 2 months

    Egypt , Cairo

    • Job Details:Managing a portfolio of accounts. (TICO, Baxter, SICC, Triangle Group, Smash)  Dealing with all aspects of an advertising campaign.  Managing the work of account executives.  In charge of the of the company traffic control.  Negotiating with clients and agency staff about the details of campaigns  Maintaining and building relationships with existing clients.
  • Education

    • Mass communications in Advertising

      International Academy for Engineering and Media Science

      Jan 2004 - Jan 2008 - 4 yr

    • High School - American diploma

      Modern English School

      Jan 2004 

    Achievements

    Built a full Customer Success Department, hired and trained a teams in UAE, KSA, and Egypt. Built Customer Success Playbook and training syllabus, that documents the clients and CSMs life cycle and journey with the company. Launched NPS campaign process. Implemented Chat bot and communications work flow. Built department incentive scheme. Built the companies internal CRM platforms from scratch.

    Skills

    • Customer Service
    • Microsoft Office
    • Data Analysis

    Languages

    • English

      Fluent
    • Arabic

      Advanced
    • French

      Beginner

    Training & Certifications

    • Marketing

      YAT·2008
    Share this Profile