Mohammed Shaheed
Bangalore
Summary
Focused and skilled customer experience professional with working experience of 6 + years. I am a result-driven professional with a background in the SAAS industry. As a team leader, I have experience managing and mentoring teams to achieve their full potential and exceed business goals. In addition, I have a proven track record in churn retention helping to maintain high customer satisfaction rates and reduce churn. Experienced in engaging and building relationships with end customers of the organization from different verticals. Increasing sales and revenue, CRM solutions and product management.
Overview
9
9
years of professional experience
Work History
Customer Success Manager /Senior Key Account Manager
Meesho
Bangalore
06.2019 - 01.2024
- Worked on customer retention program
- Decreasing churn customer data, As per interaction with the customer.
- Providing Services to the VIP Vendor onboarded on the Meesho Platform
- Managing SAAS customer data and providing services to the customer.
- Guiding the Customer about SAAS tool and how to use the tool on the platform provided with the credentials.
- Negotiating and Maintained Cost-effective price structures with the vendors.
- Provided technical support to customers using SaaS products.
- Bidding knowledge
- Gathered customer feedback and suggestions for improvement of existing products.
- Assisted with product onboarding, including account setup, feature configuration, and troubleshooting.
- Identified opportunities to improve the customer experience through process optimization or automation.
- Advised customers on product features and functionality based on their individual needs.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Customer Success Manager
No Broker
Bangalore
11.2016 - 05.2019
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Helping customers to sell out there properties
- Guided the Customer about the SAAS tool provided by No Broker were in they login and check the data base and interaction on the account.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Implemented feedback loops from customers into product development processes.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Identified areas where current products are not meeting expectations or could be improved upon.
Travel Advisor
Aegis
Bangalore
07.2015 - 09.2016
- Advised clients on travel destinations, transportation options, accommodations, and activities available at their destination.
- Assisted with booking flights, hotels, rental cars and other reservations.
- Provided customers with detailed information about various tourist attractions and activities in different countries around the world.
- Created itineraries tailored to each customer's individual needs and preferences.
- Processed payments using a variety of methods including cash, credit cards or online payment services.
- Conducted follow-up calls with customers after their trip to ensure satisfaction and address any concerns they may have had during their travels.
- Prepared invoices for customer purchases as well as expense reports for business travelers.
- Monitored changes in flight schedules or hotel availability due to weather conditions or other factors that could affect travel plans.
- Informed clients of special offers or discounts available through certain airlines or hotels.
- Attended conferences and training sessions related to the tourism industry in order to stay informed of current trends.
- Ensured customer complaints were addressed promptly and resolved satisfactorily.
- Provided assistance with obtaining visas or passports if necessary.
Education
Bachelor of Commerce - Finance
HKES College
Bangalore03-2014
Bachelor of Accountancy - Finance
Govt Pu College
Bangalore04-2012
Skills
- Client Relations
- Strategic Planning
- Customer Account Management
- Business Development
- Customer Retention
- Training and mentoring
- Customer Service
- Stakeholder Management
- Sales management
- Negotiation
- Account Management
- Customer Relations
- SAAS Software Knowledge
- Training programs
- Report Analysis
Languages
- Urdu
- Kannada
- Hindi
- Tamil
- English
- Telugu
Disclaimer
I hereby declare that all the information given above is true and correct to the best of my knowledge.
Timeline
Customer Success Manager /Senior Key Account Manager
Meesho
06.2019 - 01.2024
Customer Success Manager
No Broker
11.2016 - 05.2019
Travel Advisor
Aegis
07.2015 - 09.2016
Bachelor of Commerce - Finance
HKES College
Bachelor of Accountancy - Finance
Govt Pu College
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