Rana Jaber
Customer Success Leadership & Strategy
Beirut
Summary
Successfully led a high-performing team at In2, surpassing customer expectations. Possess over 18 years of experience in training, sales, and customer success in the UAE and Lebanon. Bilingual (IELTS certified) with excellent communication and relationship-building abilities. Demonstrated track record of closing deals, adding value, and providing outstanding service.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Head of Customer Success
in2
8 2022 - Current
- Built a rock-solid customer base: Retained over 90% of customers within the first year
- Championed exceptional service: Empowered a team of 4 CSMs to deliver client satisfaction that soared
- Fast-tracked customer success: Streamlined onboarding processes slashed time by 30%
- Collaborated across teams to address customer pain points, skyrocketing NPS by 25 points.
Onboarding & Client Success Manager
Wakilni
9 2018 - 8 2022
- Led the Onboarding department, ensuring the successful onboarding of new clients and account setup, including on-site training
- Oversaw the overall management and retention of enterprise clients, enhancing adoption rates and ensuring satisfaction
- Fostered a reliable advisory relationship with clients, enhancing the value of products and services by developing action plans to surpass customer KPIs
- Championed customer needs and concerns across various departments
- Accelerated the resolution of customer issues and complaints to enhance satisfaction levels
- Nurtured positive business and customer relationships
- Identified avenues for expanding partnership opportunities and gathered customer feedback to drive ongoing enhancements.
B2B Sales Manager Hospitality
Philips Electronics Middle East & Africa
05.2008 - 01.2017
- Reporting to the Director Business Development, I am responsible for the sales and commercial partnership for UAE under that includes UAE distributor and B2B UAE Accounts.
- Responsible for sales of ITV products to distributors. as well as developing new channels and relationships in the B2B business. Moreover, responsible for optimizing value for Philips, distributors and accounts, building strong sales at the distributor level and the B2B customer level, achieving customer intimacy, driving visibility and distribution excellence in UAE region.
Business Development Manager
Seven Seas Computers
11.2004 - 4 2008
- Responsible for developing new business and increasing revenue from existing accounts in Hospitality, Finance, Healthcare, and Commercial sectors
- Established relationships with key decision-makers in targeted companies
- Conceptualized a market research study for the construction industry
- Contributed to strategic sales planning in the UAE and managed customer negotiations.
Account Manager
Fiber Link Networks-New Com
04.2003 - 08.2004
- Providing solutions to client needs
- Meeting sales quotas and closing deals
- Achieving targets
- Prospecting and converting leads
- Following up on client portfolios
- Being a productive team player in the sales department.
Education
BACHELOR IN COMPUTER SCIENCE -
American University of Science & Technology
01.1999 - 04.2003
Skills
Client Satisfaction Expert
Certification
Certified Customer Success Manager (CCSM), 2024
Accomplishments
CSME Chapter Lead - Lebanon Ambassador
Certified Customer Success Manager (CCSM) Level 1
Sales: Customer Success, LinkedIn
Coaching Skills for Leaders and Managers, LinkedIn
User Onboarding 101, Appcues
IELTS Certification Sep 2016
Timeline
B2B Sales Manager Hospitality
Philips Electronics Middle East & Africa
05.2008 - 01.2017
Business Development Manager
Seven Seas Computers
11.2004 - 4 2008
Account Manager
Fiber Link Networks-New Com
04.2003 - 08.2004
BACHELOR IN COMPUTER SCIENCE -
American University of Science & Technology
01.1999 - 04.2003
Head of Customer Success
in2
8 2022 - Current
Onboarding & Client Success Manager
Wakilni
9 2018 - 8 2022
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