Shamail Khan

Customer Success Manager

Saviynt

Jul 2023 - Current (2 years 10 months)

• Cultivated and managed strategic enterprise client relationships (e.g., Volvo, Coca Cola, H&M, Hilti), serving as the primary liaison and overseeing comprehensive onboarding. • Maximized customer success metrics, including Net Revenue Retention, CLV, Renewals, and ROI, by implementing Product-Led Growth and Customer Advocacy strategies. • Partnered with Sales to ensure seamless customer onboarding and launch, leading strategic business reviews (MBRs, QBRs, annual EMEA/APAC visits) to foster executive relationships and roadmap alignment. • Provided expert consultation on Saviynt identity and access governance solutions, proactively managing critical project milestones. • Developed and monitored key performance indicators (KPIs), ident

Service Delivery Manager

Credit Suisse

Jan 2021 - Jan 2023 (2 years 1 month)

• Product Leadership & Security Strategy: Spearheaded security product strategy as Product Owner for Endpoint Threat Detection & Cyber Fabric, directing the full lifecycle of next-gen iDesktop security stacks from design and procurement to MVP certification and deployment. • Cybersecurity Operations & Governance: Directed cybersecurity operations and governance, managing incidents and changes in ServiceNow, generating monthly KPI/KRI reports, and overseeing COAT governance with stakeholder communications. • Endpoint & Inventory Management: Managed comprehensive endpoint and inventory systems, driving COAT agent deployment/upgrades, tracking exposure, and ensuring security policy, patch, and software deployment across all devices. • AV &

Program Analyst III

MoneyGram International

Dec 2016 - Jan 2019 (2 years 2 months)

• Served as a Subject Matter Expert for point-of-entry platforms, establishing new company branches globally and ensuring critical platform uptime through proactive issue identification and resolution. • Represented the Revenue Technology Support (RTS) team, assessing data from various sources to identify areas for improvement, enhancing support model efficiency, and increasing customer satisfaction. • Acted as a senior-level escalation point, providing leadership to RTS/POS support teams and collaborating/leading RTS projects with diverse stakeholders (business partners, IT, 3rd-party providers) for troubleshooting and issue resolution via ServiceNow. • Supported and managed Incident Management (including Bridge & CAB Calls, RCA) and C

Support Technician IV

MoneyGram International

Jun 2015 - Dec 2016 (1 year 7 months)

• Administered, supported, and optimized IT Service Support applications for Incident, Problem, Request, and Change Management. • Ensured SLA adherence for all tickets, providing professional customer service and day-to-day troubleshooting. • Drove continuous improvement by analyzing, optimizing, and enhancing application functionality, developing training documentation, and identifying KPIs for proactive solutions. • Led, coached, and provided ongoing training on service support application usage across all levels of IT (including management). • Possesses extensive experience in Change Management, Incident Management, Citrix, ITSM, VSM, Major Incident Management, Problem Management, Revenue Support, and ServiceNow, including effective

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Technical Service Analyst

Ciber (Poznan)

Jun 2012 - Jun 2015 (3 years 1 month)

• Provided remote technical troubleshooting and support for a range of IT infrastructure, including Cisco VPN, Citrix, Active Directory, Microsoft 365, and networking issues. • Resolved incidents and managed changes efficiently within ServiceNow. • Possesses strong knowledge of ITSM, VSM, Remedy, and ITIL procedures, demonstrating enhanced technical proficiency and multitasking capabilities in troubleshooting.

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Compliance Officer/Recruitment Services

PINNACLE HEALTH SERVICES LTD

Oct 2011 - Mar 2012 (6 months)

• Led quality auditing and sales training, mentoring 93 employees and developing sales scripts that achieved 89% of credit card sales targets in the UAE during a global financial crisis. • Secured new business relations with companies and maintained strong B2B client relationships for account openings, ensuring full compliance.

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