Umar Bin Shahid

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Customer Success Manager

TCP

Nov 2024 - Current (1 year 9 months)

As a Customer Success Manager, I excelled in account and relationship management, overseeing 800 SMB and enterprise accounts to ensure high levels of customer satisfaction, retention, and proactive issue resolution. I regularly engaged with key stakeholders, providing tailored onboarding, training, and support to enhance their experience. Utilizing Salesforce CRM, I tracked customer health, managed renewals, identified upsell opportunities, and analyzed key metrics such as NPS and CSAT. I maintained accurate account records, monitored usage trends, and proactively identified at-risk customers to drive retention. In collaboration with cross-functional teams, including Sales, Product, and Support, I delivered seamless customer experiences and

Account Executive-L4

Creative Chaos

Nov 2023 - Nov 2024 (1 year 1 month)

• Managed a portfolio of 400 accounts, offering accounting and payroll software solutions and services, driving revenue growth and exceeding targets. • Leveraged HubSpot for CRM management and SalesLoft for sales outreach, optimizing lead generation, nurturing, and communication strategies. • Achieved $419K in revenue, consistently ranking as a top performer within the team. • Built and maintained strong relationships with clients, delivering tailored solutions to meet their specific needs, resulting in high customer satisfaction and retention. • Developed and executed strategic sales plans, leading to increased product adoption and upsell opportunities within existing accounts. • Regularly utilized data-driven insights to refine sale

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Account Executive

SeeBiz Pvt Ltd.,

Oct 2022 - Oct 2023 (1 year 1 month)

Marketing E-commerce listing solutions, probing and identifying customer needs and providing tailored product recommendations. Consulted with clients, effectively recommending and selling diverse products and services to meet their unique requirements.

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SMB Expansion Account Executive L-V

Motive —formerly KeepTruckin

Jul 2020 - Sep 2022 (2 years 3 months)

Surpassed monthly/ quarterly targets while maintaining a 90% conversion rate. Demo Motive solutions to fleet and safety managers within the US and Canada. Tested various channels to optimize the sales process for Small, Mid-Market and Enterprise businesses in Inbound, Outbound, and Expansion roles. Mentored new recruits ensuring their alignment with quality standards along with contributing to their initial performance. Played a pivotal role in multiple pilot projects and SME programs, introducing innovative ideas that increased Motive's average revenue per deal by 25%. Three-time winner of the President's Club and Platinum. Achievement Award holding the record for highest quarterly attainment in Q2 '22 over 207k turnover.

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SMB Sales Development Representative L-III

Motive —formerly KeepTruckin

Jun 2019 - Dec 2019 (7 months)

Proactively consulting customer needs and providing expert advice on optimal solutions. Multiple accolades for continuously ranking within the top 5% of Motive's sales strength.

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Senior Manager Sales |

The Stellars,

Dec 2018 - Nov 2019 (1 year)

Collaborated with leadership to implement strategies Acted as a knowledge hub, influencing agents and anticipating and resolving issues. Monitored agents, identified weaknesses, and provided appropriate feedback. Conducted coaching sessions, assigning weekly and monthly targets. Took charge of training new recruits and managing their sales performance. Maintained comprehensive company records, including revenue, feedback, customer services, and escalations using Excel Sheets.

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Accountant

Al Abira General Trading LLC,

Sep 2017 - Oct 2018 (1 year 2 months)

Maintained ledgers for all 3 branches. Managed inventory, balance sheets and payable/receivable accounts. Oversaw employee payroll responsibilities.

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Senior Sales Executive

Digital Globe Services, Inc,

Feb 2015 - Dec 2016 (1 year 11 months)

Managed relationships with leading cable, internet, phone, and home security providers within the US. Initiated contact with potential clients, guided them through the sales process, and successfully closed deals. Handled a large number of calls in a timely manner, maintaining a queue wait time of less than 10 seconds.

Sales Executive

Ovex Technologies

Nov 2014 - Jan 2015 (3 months)

Selling SaaS solutions by troubleshooting and providing solutions to customers with tablets and laptops. Identified technical issues on potential customers' tablets and laptops through remote access. Achieved top performer status within the company, consistently closing deals averaging over $60,000 per month in the first 6 months.

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