Mohammed Rifan

Manager, Customer Success

• Job Details:Implement customer success processes and methodologies, improving product adoption and customer satisfaction by aligning service deliverables with customer business objectives. Collaborate cross-functionally with sales, product, and support teams to ensure alignment and maximize customer success. Address and resolve customer escalations promptly, leveraging deep product knowledge and customer insights to strengthen relationships and foster trust. Track key customer success metrics (including churn and retention rates) and work with internal teams to optimize and achieve customer success goals, surpassing industry benchmarks. Own a portfolio of enterprise customers, directly guiding them to maximize their product adoption and commercial footprint with Coachbar’s platform. Collect customer feedback, driving continuous product improvements and ensuring the platform evolves to meet market needs and customer expectations. Drive contract renewals and identify upsell opportunities, ensuring long-term customer satisfaction and loyalty.

Associate Manager - Customer Support

• Job Details:Directed a customer support team of 18 members, streamlining processes and boosting service delivery efficiency, leading to a 15% reduction in churn and improved customer retention. Championed retention strategies for at-risk accounts, effectively reversing cancellation decisions and increasing overall customer loyalty. Utilized data analytics to implement customer success strategies, improving client satisfaction and optimizing retention efforts across a diverse customer base. Played an instrumental role in onboarding and training over 45 new employees, ensuring comprehensive training on company tools, customer lifecycle processes, and industry best practices. Collaborated with the product team to implement AI technology in the customer chat platform, reducing operational inefficiencies and improving the customer experience. Identified and acted upon opportunities for cross-selling and upselling, ensuring customers gained maximum value from the product and services.

Assistant Manager, Premier Acquisitions

• Job Details:Surpassed sales KPIs by 30% for three consecutive quarters in 2019, significantly contributing to departmental objectives. Earned the 'Best Premier Category Acquisition' award. Received the 'Best Premier Hunter' award in 2019 for outstanding contributions to business development and strategic client acquisition. Maintained a 100% success rate in upselling and cross-selling banking products and a diverse range of products, including digital banking solutions, insurance, and international student services.