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Yousef Shohayeb
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Account Executive | Enterprise, Mid-Market, and Commercial | SaaS and Technology Startups
Lincoln, Nebraska, United States
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Résumé
Jobs
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Customer Success ManagerContractPodAIMar 2022 - Current (4 years 7 months)• Managed client relationships, enhancing customer adoption and satisfaction to boost customer retention.
• Proactively engaged clients to understand their needs, contributing to pipeline development and identifying growth opportunities.
• Followed structured sales processes to manage the full account lifecycle, from onboarding to expansion, achieving key performance indicators and aligning with customer goals.
• Conducted product demos and presentations with C-Suite executives, showcasing SaaS product usage and benefits to drive product adoption.
• Monitored and managed accounts in Salesforce CRM to accurately forecast revenue, tracking customer engagement metrics and renewal rate.
• Focused on strengthening existi- Customer Success ManagerTextExpanderAug 2018 - Feb 2022 (3 years 7 months)• Maintained account health by proactively monitoring customer needs and issues, escalating and resolving them quickly using cross-functional resources.
• Collaborated cross-functionally to align project management efforts with client needs, ensuring a seamless transition to our SaaS solution for new customers.
• Coordinated cross-functional teams to ensure that the roadmap aligns with prospects and clients' needs, fostering collaborative efforts for customer success.
• Demonstrated strong analytical capability, surfacing new opportunities and building trusted advisor relationships with key stakeholders, contributing to value realization and digital transformation for clients. - Customer Success ManagerUpland SoftwareJan 2017 - Aug 2018 (1 year 8 months)• Managed all training and support for 900+ accounts for Upland Software’s LeadLander product, facilitating product adoption and ongoing customer success.
• Ensured customers obtained the maximum value from their investment by guiding optimal product usage and license utilization.
• Drove customer adoption and account success by actively resolving issues and optimizing service delivery.
• Responsible for all account renewals and retention, utilizing collaborative problem-solving with cross-functional teams to ensure high customer satisfaction.
• Employed project management practices to coordinate training sessions and support structures across multiple accounts, ensuring value realization. - Senior Customer Success ManagerZocdocJan 2015 - Feb 2016 (1 year 2 months)• Onboarded new and existing customers, supporting product adoption and enhancing digital transformation for clients.
• Identified revenue growth opportunities among existing customers, implementing collaborative strategies to increase account value.
• Consistently followed up with clients to build strong relationships and grow key accounts, resolving issues proactively and reducing churn risks.
• Optimized 50+ accounts monthly, using project management practices to coordinate customer success efforts and increase client satisfaction. - Customer Success ManagerZocdocOct 2014 - Jan 2015 (4 months)• Managed 60+ healthcare practices daily to ensure consistent ROI, enhancing product adoption and engagement.
• Identified and sold relevant opportunities to managed accounts, working collaboratively to resolve issues.
• Built solid customer relationships and acted as a trusted advisor to new and existing accounts, supporting customer outcomes.
Education
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- RThe Art of Marketing Professional Diploma, MarketingRITI (Regional IT Institute) - https://www.riti.org/Jan 2010 - Jan 2011 (1 year 1 month)
- Ibachelor, Bachelor's degree, Advertising Production, Advertising ProductionInternational academy for engineering and media scienceJan 2003 - Jan 2007 (4 years 1 month)