Mustafa Fermawi
Manager Of Customer Success
San Diego,CA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Manage activities during entire customer lifecycle across acquisition, retention and support. Work directly with cross-functional teams across product, marketing, finance, and operations. Contribute to continuous process improvement to meet goals. Strong leader and problem-solver dedicated to streamlining operations and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Manager of Customer Success
HELLO HEART
10.2023 - Current
- Created personalized implementations to become the trusted advisor early on
- Collaborated cross functionally to ensure the voice of the customer was heard with product, marketing, and sales
- Created and presented ABRs/QBRs to ensure value is bring driven
- Created customer success strategies and tactics to increase customer retention and expansion.
- Surpassed renewal rates and upgrade goals.
- Lead training and mentored team members to promote productivity, accuracy, and commitment to an exceptional experience for all new processes.
- Monitored metrics and developed actionable insights and tactics to improve efficiency and performance for customer and my team.
Enterprise Customer Success Manager
BITRISE
03.2022 - 07.2023
- Curated onboarding for new customers to ensure the new relationship starts with driving value
- Cross collaborated with projects managers to find the right customers for current and future Betas
- Developed new internal process for the team to discover better ways to support customers with CS Software
- Lead the team with new changes and ensured changes were implemented successfully
- Ensured internal documentation and workflows were up to date
- Partnered with project managers continuously to become an expert on all new features
- Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
- Managed executive relationships i.e VP, CSuites
- Held $5 million+ BoB
- Kept a constant 95%+ renewal rate
- Championed ongoing education among team members fostering a culture of continuous learning and growth
Senior Enterprise CSM/Systems Engineer
INTERLACED
01.2019 - 03.2022
- Principal liaison between clients and internal teams
- Ensure quoted projects are delivered on time
- Lead associate CSMs on client issues and tactics
- Ensured internal documentation and workflows are constantly up to date
- Created 30-60-90s for clients roadmaps
- Deploy all MDM and cyber security to 4000+ managed devices
- Worked with internal team to come up with quick resolutions
- Diagnosed issues quickly by listening for keywords - Held a 97%+ renewal rate
- Provided business, technical, and product knowledge in support of post-sales activities.
- Created detailed project plans outlining scope, timeline, resources required, and potential risks associated with each initiative undertaken by the engineering team.
Senior Customer Success Manager/Genius/Senior Business Executive
APPLE INC
01.2010 - 12.2019
- Demonstrated products to show potential customers benefits and advantages and encourage purchases/expansions.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Built relationships with customers and community to establish long-term business growth.
- Managed all business accounts for West Coast
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Ensured all clients machines were set up with ABM
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Managed team to grow and learn value driving tactics
Education
Skills
Excellent with CS Software
Training programs
Strategic Planning
Deep start up knowledge
In-depth knowledge of MDM and CI/CD life cycle
One to Many
Ability to manage many clients
Expert dealing with Ambiguity
Implementing customer success processes
Ability to manage many clients
Websites
Certification
Mac OS/iOS
Timeline
Manager of Customer Success
HELLO HEART
10.2023 - Current
Enterprise Customer Success Manager
BITRISE
03.2022 - 07.2023
Senior Enterprise CSM/Systems Engineer
INTERLACED
01.2019 - 03.2022
Senior Customer Success Manager/Genius/Senior Business Executive
APPLE INC
01.2010 - 12.2019
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