Faiz Abbas
Allen,TX
Summary
Proactive and meticulous Customer Success Manager with 6 years of experience in education and hospitality industry. Proficiencies in customer satisfaction, technology, staff training, and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Code Ninjas
08.2021 - 01.2025
- Managed a portfolio of 380 B2B clients, overseeing help center support through Zendesk to address and resolve customer inquiries efficiently.
- Successfully exceeded company KPIs by maintaining team averages of 88% of customer technical issues on first contact and achieving a 96% customer satisfaction rating.
- Maintain and upsell success rate of 87% with a 98% franchise renewal rate.
- Work cross-departmentally with software engineering and products to suggest new software updates and features to commonly requested end-user requests.
- Schedule remote troubleshooting sessions with users to triage the source of and explain technical concepts using Microsoft Teams and Zoom.
- Work together with sales and product teams to improve customer interactions, enhancing the overall customer experience and streamlining internal processes.
- Played a key role in retention efforts by engaging customers, solving issues quickly, and building strong relationships.
Customer Success Manager
Galaxy Hotel Groups
02.2018 - 07.2021
- Delivered support to 22 hotels, which included performing technical and customer support using tools such as Salesforce and Google Workspace.
- Configured and onboarded new hotels in Salesforce, ensuring seamless integration and accurate data management.
- Conducted regular product demos with hotel management staff to explain technical features, which was utilized to tackle growth opportunities.
- Assist sales and marketing teams with outbound lead generation efforts using Salesforce, identifying potential clients and nurturing new business opportunities.
- Created and maintained 25+ customer-facing technical documents, improving customer self-service capabilities.
Education
Bachelor of Science - Computer Science
University of North Texas
Denton12-2017
Skills
- Customer Relationship Building
- Client service optimization
- Negotiation
- Technical Support
- CRM Software
- Communication
- Technical Proficiency
- Problem Solving
- Collaboration
- Sales
Timeline
Customer Success Manager
Code Ninjas
08.2021 - 01.2025
Customer Success Manager
Galaxy Hotel Groups
02.2018 - 07.2021
Bachelor of Science - Computer Science
University of North Texas
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