Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Waheed Mursalin

Orlando

Summary

Experienced professional with over a decade of success in SaaS and cloud environments. Proven ability to drive exceptional customer satisfaction, retention, and revenue growth. Skilled at building high-performing teams, implementing scalable customer success strategies, and cultivating long-term client relationships. Proficient in account management, customer onboarding, fostering cross-functional collaboration, and using data to inform business decisions.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Manager, Customer Success, and Implementation

LexisNexis
07.2022 - Current
  • Manage a team overseeing $8M in annual recurring revenue (ARR) for Legal & Professional solutions, executing strategies that drive customer satisfaction, retention, and revenue growth.
  • Established 24/7 global support operations, significantly enhancing customer experience, responsiveness, and satisfaction-a key competitive differentiator in today’s market.
  • Deliver quarterly business reviews to executive stakeholders, ensuring that retention and growth initiatives are strategically aligned with company goals.
  • Collaborate cross-functionally with Sales, Product, and Marketing to create seamless customer journeys and ensure organizational alignment.
  • Define and track key customer success metrics-including health scores, churn, and renewals-to proactively address client concerns and drive continuous improvement in service delivery.

Senior Engagement Manager

LexisNexis
09.2020 - 07.2022
  • Managed and supported a portfolio of 20 enterprise clients, ensuring high levels of satisfaction, product adoption, and long-term success.
  • Revitalized a damaged client relationship, building a new C-suite partnership that resulted in $1.5M in net retention.
  • Conducted regular business reviews and check-ins, delivering actionable insights and tailored recommendations to help clients achieve their business objectives.
  • Collaborated with Sales and Product teams to identify upselling and cross-sell opportunities, and to channel customer feedback into continuous product improvement.
  • Hired, mentored, and co-developed strategy with the implementation team, prioritizing objectives and key results to drive successful project outcomes.
  • Participated in the sales cycle by gathering client requirements, formulating delivery approaches, and developing proposals and statements of work (SOWs).

Workday Engagement Manager

Collaborative Solutions
10.2019 - 12.2019
  • Successfully managed end-to-end implementations of medium to large-scale Workday solutions (HCM and Student), overseeing all project phases from planning and business impact assessment to execution and delivery.
  • Applied project management best practices to monitor progress, meet deadlines, maintain quality standards, and control costs and scope.
  • Fostered strong client relationships by leading strategic planning discussions and providing regular, transparent communications throughout each engagement, ensuring alignment with institutional goals and successful adoption of Workday’s unified platform.
  • Managed 1–2 large-scale Workday product implementations as Project Manager, ensuring successful delivery on time and within budget as outlined in the SOW.
  • Collaborated closely with client project managers to proactively identify and resolve issues impacting project scope, timelines, and deliverables.
  • Facilitated seamless customer transitions from professional services to product support, ensuring continuity and client satisfaction.
  • Identified and positioned additional service offerings, contributing to expanded client engagement and revenue growth.

Program Management – Cloud Strategy and Operations

Blue Yonder
09.2014 - 10.2019
  • Company Overview: Software and consultancy company, providing supply chain management, manufacturing planning, retail planning, store operations, and collaborative category management solutions to clients.
  • Advised the GVP on transitioning the Customer Success organization from a traditional to a SaaS business model, defining the customer journey, success plans, engagement models, and standardized Executive Business Reviews (EBRs).
  • Led the execution of organizational change initiatives, developing and implementing actionable change management strategies-including communication, pilot rollout, coaching and training, and resistance management plans-to ensure successful adoption and measurable business impact.
  • Software and consultancy company, providing supply chain management, manufacturing planning, retail planning, store operations, and collaborative category management solutions to clients.
  • Advised on transitioning Customer Success to SaaS, defining customer journeys and engagement models.
  • Managed conversion of 54 high-value clients ($15M+ annually) to SaaS, driving adoption and satisfaction.
  • Led agile teams of 55 employees, consistently meeting or exceeding project targets.
  • Launched Salesforce-based self-service portal, adopted by 500+ customers.

Engagement Manager, Cloud/Managed Services

Ellucian/SunGard Higher Education
11.2008 - 05.2014
  • Company Overview: Leading provider of software and services to higher education; company created from merger between SunGard and Datatel in 2012.
  • Led end-to-end implementation of Ellucian Higher Education solutions, hardware, and systems, overseeing all project phases from planning and scheduling to execution.
  • Assessed business impacts, monitored progress to ensure on-time, on-budget delivery, and maintained high standards of quality.
  • Drove technology planning and strategic discussions with clients to optimize costs and scope, foster stakeholder alignment, and provide regular, transparent communications throughout each engagement.
  • Leading provider of software and services to higher education; company created from merger between SunGard and Datatel in 2012.
  • Led the successful conversion of 54 high-value early adopter clients (totaling $15M+ in annual revenue) to the Customer Success model, significantly improving customer experience and adoption.
  • Applied agile methodologies to manage strategic project teams of 55 employees, consistently delivering high-quality results on or ahead of schedule and within budget.
  • Provided coaching, mentorship, and developmental support to cross-functional teams, fostering collaboration and professional growth.
  • Partnered with a third-party vendor to launch a Salesforce-based self-service and community portal, enabling customer access to FAQs and resources; collaborated with supply chain clients to address product issues, resulting in over 500 customers actively using the portal.

System Administrator/Team Lead

11.2007 - 11.2008

Education

Bachelor of Professional Studies - Computer Information Systems

DeVry University
01.2001

Skills

  • Client retention strategy
  • Facilitating team growth and leadership
  • Account relationship development
  • User adoption strategies
  • Customer retention strategies
  • Revenue growth initiatives
  • Data analysis expertise
  • SaaS and cloud solutions knowledge
  • Client feedback evaluation

Certification

  • Customer Success Manager Advanced Certified Professional
  • Microsoft Certified Professional

Timeline

Senior Manager, Customer Success, and Implementation

LexisNexis
07.2022 - Current

Senior Engagement Manager

LexisNexis
09.2020 - 07.2022

Workday Engagement Manager

Collaborative Solutions
10.2019 - 12.2019

Program Management – Cloud Strategy and Operations

Blue Yonder
09.2014 - 10.2019

Engagement Manager, Cloud/Managed Services

Ellucian/SunGard Higher Education
11.2008 - 05.2014

System Administrator/Team Lead

11.2007 - 11.2008

Bachelor of Professional Studies - Computer Information Systems

DeVry University

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Waheed Mursalin