Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
ELFAAZ ALI

ELFAAZ ALI

Seattle,WA

Summary

Dynamic Enterprise Customer Success Manager with a proven track record at Pushpay, excelling in customer engagement and SaaS platform adoption. Adept at building strategic relationships and driving client retention, I leverage effective communication and data-driven decision-making to enhance product value and achieve significant business growth.

Overview

19
19
years of professional experience

Work History

Enterprise Customer Success Manager

Pushpay
Redmond, WA
07.2022 - Current
  • Company Overview: SaaS, Customer Engagement
  • This role centers on fostering deep customer engagement and driving sustained value through strategic interactions, encompassing customer loyalty and retention, SaaS platform adoption, and product enhancement.
  • Conducting high-volume, complex customer communications
  • Providing expert product training and support
  • Leading impactful business reviews to cultivate executive relationships
  • Acting as a vital liaison between customers and the product team to facilitate feature development and custom app redesigns
  • Managing the full-cycle renewal process, from discovery to closing, ensuring continued customer satisfaction and business growth
  • SaaS, Customer Engagement

Founder

ENEN LLC
05.2018 - Current
  • As an owner-operator of a medical courier business, I managed all aspects of prescription delivery, encompassing both stat and scheduled routes, including meticulous logging and tracking.
  • Additionally, I handled the delivery, setup, and patient education for a range of medical equipment, such as hospital beds, walkers, patient lifts, and oxygen compressors/refillers, ensuring patients understood their proper usage.

Sr. Business Banking Operations Leader

Salal Credit Union
12.2019 - 12.2020
  • Company Overview: Servicing and building relationships with small business customers with complex needs.
  • Understanding and managing risks in the business, adhering to policies, procedures & controls and ensuring compliance with applicable laws, rules & regulations.
  • Explaining and demonstrating self-service digital options to customers.
  • Maintaining deep knowledge of bank products and services.
  • Building relationships with branch team members and partners and working together to best serve customers.
  • Completing service requests, establishing new accounts, and submitting credit applications.
  • Helping resolve customer concerns and escalating issues as needed.
  • Servicing and building relationships with small business customers with complex needs.

Customer Success Manager

Paychex
10.2017 - 05.2019
  • As the Client Success Relationship Manager I help relieve clients from their time consuming Payroll/HR administrative burdens so they can focus more on their strategic activities to support the long term initiatives of their organization.
  • Manage an assigned current client portfolio
  • Earn client business on a monthly basis
  • Support clients with subscribed products
  • Help with product adoption and expansion
  • Conduct virtual and in-person client meetings and product demos
  • Understand how Paychex can better support clients
  • Recommend and sell into the current client space
  • Take ownership of client issues and resolve them
  • Help retain clients and promote client referrals

Business Solutions Advisor

Elavon, Inc.
04.2016 - 09.2017
  • Company Overview: Elavon is amongst the top 5 global payment providers, processing over 3 billion transactions annually. They are backed by U.S Bank, the fifth largest commercial bank in the USA they operate in 10 countries.
  • Recreated the magic with current banking partner prior to contract renewal year in 2017
  • Created an upbeat working environment fostering healthy competition that drove partner referrals up by 33% in assigned region
  • Managed the entire sales cycle from initiating first contact to proper document submission, installation/activation, and client training/support
  • Elavon is amongst the top 5 global payment providers, processing over 3 billion transactions annually. They are backed by U.S Bank, the fifth largest commercial bank in the USA they operate in 10 countries.

VP - BUSINESS CONSULTANT

Bank of America Merchant Services
Northwest Territories, Canada
06.2014 - 03.2016
  • Company Overview: As the leader in payments Bank of America Merchant Services processing over 15.6 billion transactions annually with more than 660,000 clients.
  • Broke all the sales records previously set in my region for overall revenue
  • Led the team with over 1026% to goal in my best month
  • Helped with the design, testing and launch of a successful application that helped nonprofit clients with automated donations 24/7
  • Managed the entire sales cycle from initiating first contact to proper document submission to installation/activation and client training/support
  • Achieved the Platinum Club sales award in my first full fiscal year trending as 1st in my region and 3rd overall nationwide company sales ranking
  • As the leader in payments Bank of America Merchant Services processing over 15.6 billion transactions annually with more than 660,000 clients.

Assistant General Manager

Hampton Inn and Suites
, Greater Seattle Area
01.2014 - 06.2014

Guest Service Manager

Homewood Suites by Hilton
, Greater Seattle Area
09.2012 - 02.2014

Night Manager

Salish Lodge & Spa
Greater Seattle Area
08.2011 - 09.2012

Guest Relations Manager

Crowne Plaza Hotels & Resorts
Greater Seattle Area
03.2006 - 02.2011

Education

Bachelor of Science - Computer And Information Sciences

Fiji Institute of Technology
Suva, Fiji
01-2003

Skills

  • Customer engagement
  • Product training
  • SaaS platform adoption
  • Business reviews
  • Renewal process management
  • Relationship building
  • Risk management
  • Client retention strategies
  • Problem solving
  • Effective communication
  • Strategic thinking
  • Leadership skills
  • Team collaboration
  • Customer advocacy
  • Customer training
  • Customer onboarding
  • Goal setting and achievement
  • Client needs assessment
  • Upselling and expansion
  • Data-driven decision making
  • Strategic account management
  • CRM software expertise
  • Salesforce proficiency
  • Team building
  • Client relations
  • Customer relationship building
  • Sales proficiency
  • Customer relations
  • Training and mentoring
  • Customer account management
  • Pipeline development
  • Customer service
  • Business development
  • Customer needs assessment
  • Negotiation
  • Stakeholder management
  • Account management
  • Inter-department collaboration
  • Staff mentoring & leadership
  • Revenue growth
  • Contract negotiation

Accomplishments

  • Increased partner referrals by 33% through strategic relationship management.
  • Led team to achieve over 1026% to goal, setting regional sales records.
  • Achieved customer satisfaction rating of 95%, improving retention by 20%.
  • Successfully managed 50 client renewals annually.

Timeline

Enterprise Customer Success Manager

Pushpay
07.2022 - Current

Sr. Business Banking Operations Leader

Salal Credit Union
12.2019 - 12.2020

Founder

ENEN LLC
05.2018 - Current

Customer Success Manager

Paychex
10.2017 - 05.2019

Business Solutions Advisor

Elavon, Inc.
04.2016 - 09.2017

VP - BUSINESS CONSULTANT

Bank of America Merchant Services
06.2014 - 03.2016

Assistant General Manager

Hampton Inn and Suites
01.2014 - 06.2014

Guest Service Manager

Homewood Suites by Hilton
09.2012 - 02.2014

Night Manager

Salish Lodge & Spa
08.2011 - 09.2012

Guest Relations Manager

Crowne Plaza Hotels & Resorts
03.2006 - 02.2011

Bachelor of Science - Computer And Information Sciences

Fiji Institute of Technology

Similar Profiles

CREATE PROFILE
ELFAAZ ALI