Baraa A
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Customer Success Account Manager at Forcepoint | Driving customer success
Utrecht, Netherlands
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Résumé
Jobs
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Customer Success Account ManagerForcepointJul 2025 - Current (1 year 4 months)- Customer Onboarding ManagerForcepointOct 2024 - Jul 2025 (10 months)• Tailor customized onboarding plans for new customers, addressing their unique needs and coordinating training and resource delivery to ensure a smooth transition.
• Cultivate robust relationships with customer stakeholders, offering strategic guidance and support throughout the onboarding process and beyond, focusing on maximizing adoption and achieving first-time value.
• Collaborate cross-functionally with internal teams to optimize onboarding strategies, streamline processes, and enhance overall customer satisfaction.
• Lead initiatives to accelerate onboarding timelines, gather feedback for continuous improvement and ensure ongoing customer success and retention through proactive relationship management. Show less - Enterprise Customer Success ManagerFoodicsJan 2022 - Oct 2024 (2 years 10 months)• Responsible for developing and establishing a long-term and trusted relationship with an enterprise portfolio of customers and aligning their needs to business priorities to ensure our clients find ongoing value and realize maximum value from their investment through the adoption of products and services and preventing churn.
• Own the client onboarding and manage renewal negotiations, expansions and exploring the upselling opportunities to increase growth and customer retention.
• Analyze and monitor customer health and performance, collect feedback through internal NPS surveys, external reviews, and case studies, and provide critical insights to the development teams to drive continuous improvement across all areas and offer i - Customer Onboarding ManagerFoodicsAug 2020 - Jan 2022 (1 year 6 months)• Own the onboarding process from end-to-end for Foodics's products seamlessly and guide customers from pre-sales engagement through activation through different phases, ensuring a smooth transition and positive experience.
• Work closely with customers to understand their specific business requirements and provide guidance on customizing our solutions to meet their needs.
• Develop and maintain onboarding documentation, tutorials, and resources to assist customers in self-service onboarding and troubleshooting.
• Collaborate with sales, customer success, product management, and other teams to ensure alignment and coordination throughout the onboarding process and beyond.
• Ensure a smooth handoff from the onboarding pha - Customer Success ManagerAmazonNov 2018 - Jul 2020 (1 year 9 months)• Build, maintain and manage relationships with vendors by championing the seller’s needs at Amazon to provide them with consulting advice to grow their business and experience their desired results.
• Onboard new Selling Partners and assist them in driving sales generated from selling on Amazon to drive the feature adaption and retention rate to drive the customer experience on Amazon and meet their business targets.
• Review and monitor the performance of the vendors in order to understand their needs and usage patterns and gauge fit with Amazon Services.
• Assist sellers in building and executing a strategic account plan that delivers key business opportunities for the seller and Amazon, improving operational aspects of th - Customer Support LeadAmazonApr 2017 - Nov 2018 (1 year 8 months)• Direct the CS team to ensure exceptional service and manage day-to-day operations, including performance evaluation, workflow optimization, and resource allocation.
• Support in the recruitment and training of new CS members. Conduct regular team meetings and reviews to offer constructive feedback and pinpoint areas for enhancement.
• Refine procedures and standards to optimize efficiency. Collaborate with cross-functional teams to streamline processes and elevate the customer experience while identifying avenues for improvement.
• Partner with Product Management and Engineering teams to expedite issue resolutions. Develop and monitor KPIs and OKRs to track performance and ensure sustained high levels of customer satisfacti - Bilingual Customer Support SpecialistAmazonJul 2016 - Apr 2017 (10 months)• Deliver exceptional customer service by adeptly managing complaints and service issues across various channels.
• Lead investigations into customer concerns from start to resolution, ensuring diligent follow-up for optimal outcomes.
• Proactively pinpoint areas for enhancement, providing actionable suggestions, and collaborating with teams to streamline processes.
• Foster collaboration with internal departments and external partners, emphasizing the importance of customer satisfaction and implementing necessary enhancements while collecting and sharing feedback to elevate satisfaction levels. Show less
Education
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- Cairo University — Bachelor's degree, Business Administration, Management and OperationsCairo UniversityJan 2017 - Dec 2020 (4 years)