Saad Khan
San Jose,CA
Summary
Results-driven and highly experienced Customer Success Manager with nine years of proven success in building and maintaining long-term strategic relationships with Enterprise clients. Expert in strategically aligning customer needs with company objectives, driving mutual growth and satisfaction. Possess a track record of exceeding customer expectations, reducing churn rates, and increasing revenue. Seeking to leverage extensive customer-facing background to contribute to an organization's growth and enhance client satisfaction.
Overview
10
10
years of professional experience
3
3
Certificates
Work History
Customer Success Manager
Aisera
04.2023 - Current
- Cultivated $100k in upsell expansion opportunities by identifying customer needs and aligning them with Aisera's AI solutions, resulting in increased revenue and customer satisfaction
- Ensured successful renewals with remarkable 125% Retention Rate through proactive account management and personalized support
- Developed strong relationships with Customer C-Suite and Senior executives to advise their organizations through AI Service Desk & Customer Support transformations, becoming a trusted strategic partner
- Monitored key metrics, including customer satisfaction and usage data, and developed actionable insights to improve efficiency and performance, resulting in better service delivery
- Played instrumental role in enhancing client satisfaction by collaborating with operational teams to ensure proper resolution of service issues, resulting in reduced churn rates
Solutions Engineer
Unstoppable Domains
06.2022 - 01.2023
- Secured 170+ partner account deals, ensuring successful architecture, implementation, and adoption, while identifying opportunities for further partnerships & integrations, resulting in a broadened client base and increased revenue
- Managed total book of 200+ partners, developing pursuit plans, facilitating new sales cycles and ongoing expansion, effectively expanding company's reach and customer relationships
- Collaborated closely with software development and testing team members to design and develop robust solutions that met partner requirements for functionality, scalability, and performance, enhancing value proposition of Unstoppable Domains
- Oversaw technical integration, systems engineering, customer support, and program management, providing seamless experience for partners and contributing to their long-term success
- Actively participated in trade shows and seminars to promote products and network with industry contacts, further establishing Unstoppable Domains as key player in blockchain industry
Senior Customer Success Manager
VMware Inc
05.2019 - 06.2022
- Successfully maintained over 100% Retention Rate for VMware's key enterprise clients by implementing proactive customer engagement strategies, conducting regular account health assessments, and swiftly addressing any issues or concerns, thereby ensuring long-term satisfaction and loyalty
- Architected customer migration and modernization projects for variety of industries/use-cases across Fortune 500 companies, e.g. government, finance, medical, aerospace, transportation, oil, software, retail, and agriculture, gaining overarching understanding of various enterprise cloud services needs and challenges
- Managed internal and external relationships with technical and non-technical individuals, including Sales, Marketing, and Engineering to champion strategic initiatives, influence decision-making, and gain resource commitments for customer success, resulting in streamlined cooperation and project execution
- Special project with VMware Machine Learning team for technical comparison between VMware’s and Facebook Prophet's time-series forecasting engines, identifying multiple points of improvement for VMware in terms of autonomous resource allocation
Technical Account Manager
VMware Inc
04.2015 - 05.2019
- Acted as dedicated technical point of contact for VMware EUC's Enterprise customers, ensuring customer value maximization and increasing product adoption by managing customer initiatives, project management, and serving as voice of customer advocating internally across VMware
- Identified new use cases not supported, worked directly with VMware Product Team to develop product support, and architected successful global deployment into retail stores worldwide, leading to 200% increase in customer product expansion for global retail customer
Technical Software Consultant
VMware Inc
06.2014 - 04.2015
- Served as Subject Matter Expert for VMware Support, resolving highest global level of support escalations, consistently achieving top scores in customer escalations
- Played key role as founding member of Enterprise Customer Support team, supporting VMware's top 300 customers and developing SLAs and frameworks, contributing to foundation of successful global support organization
Education
Bachelor of Science - Electrical Engineering
Georgia Institute of Technology
Atlanta, GA05.2014
Skills
- ITIL Program Management Expertise
- Consultative Sales Techniques
- Revenue Growth
- C-Suite Relationship Building
- Customer-Specific Solution Design
- Technology Integration & Adoption
- Pipeline Development
- Field Consulting
- Pre-Sales Support
- Cloud Computing & Infrastructure
- Coding (Java, Python, SQL, REST APIs)
- Machine Learning & AI
Timeline
Customer Success Manager
Aisera
04.2023 - Current
Solutions Engineer
Unstoppable Domains
06.2022 - 01.2023
Senior Customer Success Manager
VMware Inc
05.2019 - 06.2022
Technical Account Manager
VMware Inc
04.2015 - 05.2019
Technical Software Consultant
VMware Inc
06.2014 - 04.2015
Bachelor of Science - Electrical Engineering
Georgia Institute of Technology
Certification
- Machine Learning Engineer Nanodegree, Udactiy - 2018
- VMware Certified Professional Certification - 2018
- ITIL Foundation Certification - 2016
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