Fahad Malik
Innovator & Customer Advocate | Customer Success Manager | FinTech & SaaS | Ex - Banker | Driving Global Accounts & Digital Transformation
- Role
- Customer Success Associate at IPC Systems
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Fahad Malik
I partner with the world\'s most demanding financial institutions - JP Morgan, BlackRock…
Experience
Customer Success Associate
Jun 2025 — Present · New York, NY, US
Deliver onboarding and go-live training to 600+ institutional traders across JP Morgan, Morgan Stanley, Barclays, CIBC, Lloyds, Raymond James, Nomura, and other Tier-1 clients, improving time-to-adoption by 30% and maintaining user satisfaction above 90%• Support the C-level executives and trading-floor stakeholders to drive digital transformation initiatives, migrating global banks to IPC One Community, a cloud-based directory and SIP-connectivity platform, enabling new recurring revenue streams• Created customer-engagement campaigns – including video tutorials, onboarding guides, and in-platform messaging to increase feature adoption among existing users and accelerate customer activation for new ones• Supported Customer Success Director to implement ChatGPT Enterprise version to perform sentiment analysis, create insights dashboards to track Customer Success KPIs such as adoption rate, renewal likelihood, and NPS• Serve as a bridge between Sales Engineering, Product, and Customer Success to translate user feedback into actionable product improvements, enhancing customer experience and reducing support escalations by 25%
Education
Baruch College
Master's degree
Beaconhouse National University (BNU)
Bachelor's degree
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