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Aqeel Rafiq
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Doha, Doha Municipality, Qatar
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- SSalesforce Customer Success Manager/ Technical Account ManagerFeb 2024 - Current (1 year 4 months)• Serve as a trusted advisor and primary point of accountability for Salesforce's highest-profile customers, orchestrating all Signature Success deliverables and guiding renewal and expansion efforts. • Build and maintain strong relationships with customer IT and executive leadership, understanding key business goals, needs, risks, and drivers to enhance their Salesforce investment. • Provide proactive feature guidance and expert recommendations based on Salesforce's latest releases, ensuring customers adopt new capabilities seamlessly and mitigate potential risks. • Act as a customer advocate during high-severity cases, managing expectations and communications to support rapid issue resolution and maintain trust. • Collaborate across
Global E-Commerce Customer Solutions Leader , EU/Mena LeadTikTokAug 2023 - Feb 2024 (7 months)• First UK Hire for E-commerce Delivery Team • Hiring and Managing a team of 10 CSM Globally – including DE, FR, IT, SA, and MX, and Saudi Arabia • Collaborating with Product, Account Management and various Cross-functional teams to help merchants and partners architect and implement innovative e-Commerce solutions that integrate with TikTok's platform. • Working together with key accounts and partners to define customers' specific requirements, and address technical issues. • Working with partners to launch sellers including Linnworks, ChannelAdvisor, Aftership, ChannelEngine, • Extensive experience working with ecommerce platforms – Shopify, Magento, Woo Commerce, Linnworks, Salesforce Commerce Cloud. • Generating and optimising th- Merchant Integrations and Solutions LeadeBay Inc.Jul 2021 - Mar 2023 (1 year 9 months)
- Director of Enablement and DeliveryzoovuJan 2020 - Jul 2021 (1 year 7 months)• Drove relationship for annual recurring revenue of £1 M ARR with Holland and Barrett ORO app live, delivered within budget and on time. • Led £4M ARR project for BOSCH home appliances, managed a team of 14 and delivered the project in 5 months – while new product features were being rolled out • Worked with key stakeholders at BOSE, Spotify and BSH to develop the POV accounts, to develop into future million-pound ARR. • Built and trained a team from 0 to 14 to reduce costs and handle onboarding internally, offering professional services worldwide with a high level of expertise. • Reduced delivery of POV projects from 3-4 months to 2 weeks, implemented a delivery strategy and wrote code within the team to save valuable time. • Oversa
- SSenior Product Consultant, Solutions ConsultantSelligent Marketing CloudAug 2018 - Jan 2020 (1 year 6 months)• Drove £1 M ARR, partnered with Acxiom to drive UN refugee email campaign across 48 countries. • Reduced service costs for the Selligent platform, by working with large partners including Reply, Acceleration, Merkel and Alchemetric, Omnicrom onboarding and driving partner sales and efficiencies. • Worked with large brands /partners with ARR of over 200k, including Odeon, Time Inc, Future Publishing and Dennis Publishing. • Coached and supported partners, throughout their relationship with their clients. • Managed the end-to-end technical implementation of Selligent products for clients, from presales and scoping right the way through to delivery. • Responded to client RFI, delivered product presentations and demonstrations to identif
- CTechnical Project ManagerChannelAdvisorRithumAug 2016 - Aug 2018 (2 years 1 month)• Technical Lead on the project team which involved, working with REST APIs • Working and collaborating with large, global digital agencies on implementations • Coding Widgets in HTML and Javascript and mockups in Photoshop • Working with the world's leading ecommerce brands to integrate to marketplaces including eBay, Amazon, and on their own D2C website
- SContent EngineerShopStyle EUMar 2016 - Aug 2016 (6 months)
- STechnical Account ManagerShopStyle EU, PopSugar Inc.Feb 2015 - Aug 2016 (1 year 7 months)• Managed over 400 accounts in EMEA and Middle East while still studying fulltime at university and was manager of the team • Changing the technical implementation of ASOS which lead to an increase in revenue of over 10% • Working with the largest retailer clients in the US including Nordstrom, Macys, Net-A-Porter, FarFetch
- Merchant Operations TeameBay Inc.May 2013 - Sep 2014 (1 year 5 months)• Increased incremental GMV from £2M to £55M – through process changes in ensuring onboarding was for key clients • Reduced company costs by £2.5-3M, through implementation and training of an internal team instead of outsourced vendors. • Delivered 55 million in iGMV and increased projects from 60 to over 400 by working closely with the business development team, • Built and managed a team from 0 to 12, trained to take over the onboarding process. • Implemented SLA/CSAT survey • Decreased onboarding times from 12 weeks to 1 week, Stakeholder Management. • Established and managed strong relationships and resources of service providers, accountable for day-to-day operations. • Led interactions with the merchant to review integration o
Education
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- QBScQueen Mary, University of London
- AAccredited