Saif Nawaab

Customer Service Manager

• Job Details:Directed strategic onboarding and post-sales support for enterprise clients across EMEA, ensuring SLA compliance and robust customer satisfaction metrics. Managed GCC-based strategic accounts worth $15m – $35m, leading MBRs, QSRs, and cadence calls to drive website implementations and issue resolution. Maintained project risk logs, escalation matrices, and contingency plans to ensure uninterrupted client services and SLA adherence. Presented MBRs and service dashboards to executives, ensuring alignment with customer objectives and maximizing delivered business value. Utilized Adobe Workfront, Salesforce, Jira, and Microsoft Dynamics to streamline service workflows, reducing escalations by 35% and improving resolution timelines. Led service improvement plans and RCAs, implementing preventive measures to reduce incident recurrence and enhance operational resilience.

Senior Onboarding Specialist

• Job Details:Delivered comprehensive onboarding programs for Adobe Experience Cloud clients, accelerating provisioning timelines and reducing go-live delays. Managed milestone execution, risk tracking, and stakeholder alignment for concurrent onboarding projects across multiple enterprise accounts. Conducted platform walkthroughs and guided user validation phases to ensure smooth transitions and high adoption rates. Implemented agile-driven onboarding frameworks, reducing process cycle time by 15% and improving operational scalability. Used Adobe Workfront, Jira, and Salesforce for onboarding pipeline visibility and streamlined stakeholder communication across cross-functional teams.

Product Consultant

• Job Details:Delivered issue resolution and feature consultation for financial data products, ensuring timely problem-solving and enhanced client satisfaction. Collaborated with product teams to recommend enhancements based on customer feedback and identified trends to reduce recurring issues.