Ahmad Achraf

Client Success Account Manager

• Job Details:Led end-to-end customer onboarding for 50+ clients monthly, serving as the primary contact to guide through setup, training, and ongoing support, achieving 90+% platform adoption and utilization. Collaborated cross-functionally with sales, account management, consulting, and support teams to streamline customer transitions, reducing onboarding time by 20% and enhancing customer experience. Provided expert technical and product support, conducting 50+ product demonstrations and training sessions per month, assisting with data migrations/integrations, and resolving technical issues. Documented and optimized onboarding processes, tracking key success metrics that contributed to an increase in departmental efficiency and overall coordination of the customer success department.

Customer Success Community Manager

• Job Details:Managed 50+ daily customer inquiries and escalations across social media, phone, email, and chat for Egypt and GCC markets, achieving an 85+% first-contact resolution rate, including specialized finance-related cases. Grew customer community and fostered loyalty through active engagement with key influencers, leading to an increase in customer advocacy. Analyzed customer feedback and online reviews using social listening tools, identifying key pain points and implementing proactive measures that improved brand reputation. Collaborated effectively with internal and external partners (e.g., restaurants, drivers) to ensure seamless experiences, consistently exceeded monthly KPIs by over 20%, directly contributing to an increase in customer retention and revenue growth.

Customer Experience Specialist || SME

• Job Details:Managed a high volume of customer interactions (40+ per day) across multiple channels (phone, email, social media, chat) for Egypt and Gulf Cooperation Countries, resolving inquiries and escalations with an 80+% satisfaction rate. Proficiently utilized specialized finance tools to promptly address and resolve an average of 10 finance-related cases daily, ensuring satisfactory resolution of customers' financial issues. Communicated and coordinated effectively with internal departments to streamline support processes, reducing customer query resolution time and ensuring a hassle-free customer journey.