HAANA RAFIQ

Part of the leadership team of an pre-seed SaaS startup, I spearheaded efforts to develop, deploy,evaluate and enhance our pilot program, collaborating closely with the operations team, I delivered value to four crucial stakeholders: customers, community partners, case managers, and members. My contributions included:

• Developing the customer success strategy integrated with the business strategy and metrics.
• Created and deployed a qualitative/quantitative success model based on predictive data that allowed for real time course correction as well as long term process improvements.
• Modernizing business operations by creating an integrated go-to-market/engagement strategy, creating a knowledge base to inform data driven decisions, and implementing technology driven enhancements to drive efficiency and a 75% increase in customer satisfaction over a 12 month period.
• Launching a ‘value and social impact” reporting strategy contributing to strong double digit client renewal/retention over a 12 month period.
• Spearheading launch processes for partners, achieving the first 100% patient membership cap within just 30 days.
• Refreshing the business operating model and org design to reflect the realities of the evolving marketplace and contribute to net growth through efficiency.

I was invited to join the executive team in a newly curated leadership role. Played a pivotal role on the president's council and also in DE&I hiring. My achievements included:

• Building architecture, training, and leading a globally integrated customer success team, consisting of over 20 professionals, with a clear understanding of purpose and mission, achieving the unprecedented metric of doubling customer retention rates with highest ever satisfaction scores.
• Conducting customer segmentation and market analysis and translating into the product development strategy; with presentation and approval by the executive board.
• The refreshed strategy aimed at growth and efficiency, significantly contributed to enhancing revenue growth, the customer retention and renewal pipeline. Collaborating closely with CFO to create cross-sell strategy to achieve the first milestone of $10 million in revenue, marking 40% growth from the previous year.
• Overseeing the implementation of a new CRM system, streamlining the customer hierarchy, and creating a refined and automated product portfolio for churn detection and process improvement.
• Developing client facing solutions as well as internal culture initiatives aligned with diversity initiatives.

In this curated role I led a team of 10 account managers and established a white-glove service for enterprise customers utilizing pre-built KPI dashboards. My contributions encompassed:

• Initiating a project plan for the successful implementation of a CRM system, involving the architectural functions and migration of 50,000 records, including customer accounts,communications, and internal notes.
• Reorganizing the engagement processes and expanding enterprise accounts valued at over$30,000 MRR within a single quarter.
• Restructuring support office hours and introducing technical account managers, directly resulting in an impressive 20-point improvement in NPS within 90 days.
• Leading a cross-functional project to implement an NPS survey within the product platform, enhancing our voice of customer strategy and optimize the product development.

A B2C SaaS startup specializing in ML techniques for developing an algorithm for breathing detection in babies where I was Head of Customer Success enabling c-suite and investors to make informed decisions and scaling the customer success team. Cocoon Cam pivoted into Chrysalis Cloud an IAAS company focused on edge computing. My accomplishments included:

• Taking full accountability for the support team, consistently maintaining an above 85%satisfaction rate and securing 4.5-star product reviews on e-commerce platforms, including Amazon, Target, and BuyBuyBaby.
• Driving marketing strategy and crafting a customer onboarding playbook, significantly reducing resource expenditures by threefold
• Conducting quarterly reviews to identify process improvements, ultimately optimizing operational efficiency by a substantial 30%
• Serving as a liaison between departments and fostering cross-functional collaboration to ensure the timely execution of product releases
• Providing support for multiple investor fundraising efforts and implementing budget-friendly HIPAA-compliant software services to meet compliance requirements
• Brand management during pivot to develop all marketing assets and build a reputation in the cloud computing industry.