Syed Zainulabudeen

• Leading team of customer success managers.
• Developed and implemented customer success strategies that resulted in 20% increase in customer retention.
• Continues to Build processes to predict early churn.
• Managed customer relationships and ensured that customers were getting the most out of company's products and services.
• Reporting to the senior management on the status of customerrelationships and the effectiveness of the customer success team.
• Regular connect with CS to understand the challenges
• Identified sales opportunities by assessing the environment and devising and implementing a winning strategy.
• Recommended product changes, improvements, or enhancements to the product development team based on customer feedback.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues and provide recommendations.
• Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery.
• I have an extensive experience in handling global customer majorly US, EMEA, APAC & ANZ.
• Created environment for knowledge sharing within team to boost technical / operational knowledge.

• Handled 20 Federal accounts across UAE and Gulf, Average Book of Value 20M$.
• Conduct regular meetings & Business Reviews which include 'C' level executives at times.
• Foster strong relationships between McAfee teams and the enterprise customers (On-premises and Cloud)
• Work with the Sales team to identify opportunities for growth in the customer environment.
• Provide best practices recommendations for effective life-cycle planning, deployment, administration, and support of McAfee products across the enterprise
• Maintain detailed awareness of McAfee product solutions in the customer environment through periodic reviews
• Provide proactive and customer-relevant communications on malware, vulnerabilities, McAfee product technical information, and strategic product plans
• Deliver periodic issue status reviews and Executive Summary Reports outlining
• Involve in case of management by collaborating with Technical Support, Engineering team and work along to aim for faster resolution of any issues

• Reason for leaving - Covid19 Layoff.
• Develop a deep understanding of the OpsRamp IT Operations Platform and its capabilities through training and hands-on experience.
• Participate and execute deliverables during each phase of the lifecycle of the OpsRamp implementation at a client environment.
• Review the plan and get sign-off from the client project manager.
• Track support requirements and interface with the OpsRamp support team for quick resolution
• Work closely with the development team on RFE’s Request for Enhancement.
• Weekly calls and monthly reviews to understand customer challenges and provide a solution.

• Provided customer and market feedback to the product team to help build features and solutions.
• Provided business, technical, and product knowledge in support of post-sales activities.
• Met or surpassed renewal rates and upgrade goals.
• Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
• Worked closely with customers to understand their business needs and goals and provided proactive best practice advice and recommendations to optimize, expand and drive adoption and business value from SoftwareONE services and Microsoft's Modern Workplace and datacentre technologies, which includes Office 365, Enterprise Mobility, and Security (EMS), Unified Communication and MS Azure.
• Accountable for customer satisfaction, happiness, retention & growth, and embedding the Customer Success function into SoftwareONE's wider cloud portfolio, whilst driving net new business.
• I joined SoftwareONE with very Rich Experience in the CSM role for NORAM Region and I have mentored the team members by helping and supporting them in succeeding in the role. Account/ Sales expansion and retention - Created joint plans with the sales and grew account territory by identifying up and cross-sell opportunities for the sales team with 100% retention for 2018-2019

• Build and manage pre and post-sales relationships within assigned accounts. Single point of contact for the account within Microsoft, looking at ways to leverage information and services to help in the customer’s adoption and journey from a cloud perspective.
• Identify opportunities within accounts from a product solution and services perspective.
• As a trusted advisor to my customers, ensuring they are successful in their cloud vision. Review the architecture and processes and advising on areas for improvement.
• Provide Escalation Management Services and act as SPOC for all escalation requests by qualifying, routing and escalating support issues from assigned accounts.
• Conduct Monthly/Quarterly review meetings with assigned accounts.
• MRR - Monthly Recurring revenue ARR - Annual Recurring Revenue ACV - Actual Contract Value.