Yahya Sayed

• Managing success metrics for named Enterprise Accounts in India, S.E Asia and U.S.A . Building client relations and being the point of contact for all queries.
• Hosting Business Reviews with Key Client Stakeholders to align on partnership goals, identifying ROI's and to define success criteria.
• Scheduling regular cadences with product managers/directors in charge of product implementation to understand customer’s pulse and their ROI’s.
• Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
• Monitoring NPS, usage and adoption level to identify churn risks of accounts and building Risk Mitigation plans based on product adoption, usage statistics and ROI realization.
• Working with Account Managers and clients to ensure timely renewals of contracts (15-30-60-90 day connect prior to renewal).
• Growing accounts and ARR by discovering new use-case implementation / Upsell opportunities /Cross sell Opportunities.
• Proficient in working on Salesforce and Gainsight.

Additional Responsibilities :

• Working with the Sales team to demo the tomorrow.io platform to prospects. (Visited KSNDMC in Bangalore to do an in-person demo of the tomorrow.io platform to the commissioner - Government project).
• Assisted management with first-level support inquiries. (Managing support tickets on zendesk, and creating JIRA tickets)

Achievements : I was awarded 2 grants (December 2021, June 2022) as recognition for excellent work (Growth in Accounts - Increase in ARR).

● Assisting customers with the MindTickle Platform queries. Platform Walkthrough and helping customers understand features of the platform and sharing best practices. Troubleshooting all MindTickle platform related queries. Communicating with customers via email, chat and phone.

● Assisting customers with login related queries. Helping reset user passwords in bulk for the learning sites/copying content from 1 learning site to another/ bulk content deletion via python scripts.

● Helping customer access analytics reports from the MindTickle Platform and helping customers access O-Data reports.

● Assisting customers in accessing the MindTickle app on Android and IOS devices. Troubleshooting all issues on the mobile application.

● Identifying bugs on the platform and creating a JIRA ticket to escalate the issue to the L2 engineering team.

● Creating and editing profile-based rules on the platform. Creating and editing email templates on the MindTickle platform.

● Moved to the Managed Services Team via IJP.

• Working closely with the Professional Services/Customer Success/Product teams on project-based work for clients.

● Project Management:

• Creating SOW’s (Statement of Work) for clients to approve billable hours for all projects.
• Building a progress timeline of projects to share with clients.
• Sharing regular updates on status/completion of tasks. Scheduled weekly meetings with client to provide updates on task completion, edits or rework and overall progress.

● Worked on Site Migration (migrating of content from a client's previous learning site over to MindTickle) and custom report building for clients.

• Onboarding Customers on the Mindtickle Platform post site-migration.
• Cross-sell and upsell new features of the platform to stakeholders.
• Monitoring NPS scores of assigned Accounts to manage customer satisfaction and churn risk.

● Assisting clients with their licensing queries for all Symantec Enterprise Products and Bluecoat Products. (Generating license files for customers, sending license reports to partners and resellers IBRs and LAMP reports. Combining license files, providing all license information.)

● R.M.A(Return Merchandise Authorization) - S.M.E for Bluecoat Products. Managing return of Faulty units with the end user and 3rd party logistics Vendors.

● Communicating with the 3rd party logistics vendors (Choice and Flash Logistics) to track and deliver replacement devices to end users. Also assisting customers to register the replacement serial numbers on the Network Protection licensing portal to activate the product.

● Assisting partners with license queries. Generating temporary licenses for the partners. Helping them in issuing not for resale licenses (NFR Licenses). Assisting partners to register on the partner management console (PMC). Assisting partners in placing orders.

● Placing orders for renewing licenses subscriptions for all Symantec enterprise products for existing customers and placing orders for new customers as well. (Order Limit: $5000.00 USD) Syncing with the US sales team if an order was above the $5000.00 mark.

● Handling chat and email queries on product licensing for partners and end users.

● Logging cases for technical calls/chats and dispatching them to their respective queues.

Projects:

● Part of the QA panel for call monitoring for the entire skillset, generating team CSAT reports from salesforce and doing a D-SAT scrub analysis for the team.

R&R:

● Highest on call/chat productivity. Received quarterly recognitions for best chat and calls multiple times.

● I was hired on a third-party payroll in Symantec (Teamlease). I was then moved over to Symantec payroll in the month of January 2016 based on my performance and rack availability.

● Troubleshooting on all 3 USB modems, routers and tablets.

● Managing billing issues and customer care related queries

● Part of the Remote Access Pilot Team which went successfully live.

● Sales experience as part of the ongoing cross sale project for existing customers.

● Helped map the troubleshooter for complicated gaming scenarios (pairing the Wi-Fi dongles with gaming consoles like X-Box 360, Nintendo Wii, PS3, PS4) and implementation of the remote access tool.

Additional Responsibilities :

● Call coaching and feedback for new hires. Floor support for new-joinee's as an OJT Mentor.

● Monitoring calls and providing Q.A feedback to O.J.T batch.

R&R :

● Achieved highest cross sale consistently across the skillset and won 2 Holiday trips to Goa sponsored by the company.

● Multiple calls selected for skillset call library.

● Received R&R for excelling in my training batch. Highest QA achieved during training.

● Processing Norwich Union Pensions – New Business Policies, handling premium Increments.

● Indexing and shelving of work, based on complexity and staff availability.

● Quality Sample checking to ensure that regulatory and non-regulatory compliance standards are met.

● Part of the Pensions New Business Pilot joint venture with Royal Bank of Scotland.

● Handling Level 3 policy reissue scenarios of R.B.S-J.V.

● Troubleshooting on all Linksys networking products.

● Also troubleshooting on Level 3 scenarios (Gaming Adaptors, Range extenders, Network adaptors (installation and setup) cable gateways, wireless cameras and VPN connections.

● Part of the ESP team. Extended warranty support team. Did troubleshooting on out of warranty products as a part of the new extended warranty sales support program.

● Worked for a sales process as well for 3 months before moving to technical support.

● Worked in Sales of mobile phone contracts for O2, Orange and 3 UK via a vendor called “Whisper Communications”.