ALI MOUSSAVI
Summary
Customer-focused professional with a proven track record in driving customer success, improving retention, and leading support teams. Adept at fostering strong relationships, enhancing product adoption, and delivering value to clients through data and strategic initiatives. Strong background in team leadership, digital campaigns, process optimization, and customer advocacy.
Overview
8
8
years of professional experience
Work History
Customer Success Manager (Contract)
The Business Agency
Malibu, California
01.2024 - Current
- Serve as a primary point of contact for clients, managing campaigns from inception to completion and ensuring alignment with client objectives
- Led weekly client meetings to review performance, address challenges, and recommend optimizations for campaign performance
- Strategized, developed, and managed paid digital marketing across Google Ads, Instagram and Facebook
Customer Success Lead
Zwift
Los Angeles, California
01.2020 - 12.2023
- Directed a team of 5 onshore support specialists and a call center with 30 offshore specialists, helping solve escalations daily by providing guidance, documenting new training materials and conducting quality calibrations
- Partnered with product managers and sales teams to deliver seamless digital experiences impacting Zwift's global user base
- Monitored all key support metrics and prepared and delivered weekly reports for the executive team
- Utilized customer health metrics and pioneered a customer engagement strategy consisting of workshops and training sessions for at risk accounts reversing potential churn
Community Support Lead
Vixlet
Los Angeles, California
01.2017 - 12.2019
- Developed a comprehensive self-help knowledge base, engaging the community and resulting in 20% reduction in Tier 1 inquiry volume
- Led the community launch of Vixlet apps on iOS, Android and corresponding Web components for major brands such as MLB, ATP and LFC
- Coordinated with the marketing teams to align support efforts with broader campaigns, leading to a unified brand message that contributed to a 15% uplift in campaign conversion rates and increased community sales
Skills
- Spearheaded successful product launches on SaaS platforms, ensuring timely support for iOS, Android and web applications for major sports brands such as MLB, ATP and LFC
- Led the support experience for complex Zwift products, reducing average resolution time by 20% and increased first contact resolution by 25% through the implementation of a multi-tiered escalation process
- Extensive experience in Agile, Waterfall and a Certified Scrum Master; proficient in Jira, Confluence, Rally, Kustomer, Miro, Salesforce, Oracle and G Suite
- Education: BA in Management Information Systems, George Mason University
References
References available upon request.
Timeline
Customer Success Manager (Contract)
The Business Agency
01.2024 - Current
Customer Success Lead
Zwift
01.2020 - 12.2023
Community Support Lead
Vixlet
01.2017 - 12.2019