Ishmael Ahmad
Senior Customer Success Manager @Outreach
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WORK HISTORY
Senior Customer Success Manager @Outreach
Atlanta, GA, US
Managed a $4.1 million customer portfolio, crafting and executing designated value plans to drive customer success• Strategized, re-implemented, and mediated multiple churn risk accounts via business discovery with stakeholders, identifying use cases, and structuring platform strategy towards achieving business objectives• Leveraged engagement data and insights to increase adoption for churn-risk accounts, resulting in an increase of 38% adoption• Built and conducted account EBRs regarding platform usage and success metrics, resulting in expansions, tracked success plans, and 3x generation in pipeline and sale opportunities• Hosted various office hour enablement sessions on a weekly basis, attaining exceptional reviews, high CSAT ratings and attendee counts between 100-150• Selected to serve on company-wide CS Content Committee, producing and scaling messaging to improve customer adoption and retainment• Consulted for Salesforce integration strategy
EDUCATION
Georgia State University
Bachelor's degree, Biological Sciences
ABOUT ISHMAEL AHMAD
Customer Success Consultant with history in sales, customer service, and project management. Previous interpersonal customer service experience with patients at Eastside Internal Medicine. Skilled in Quality Assurance, Marketing, Event Planning, and Leadership Training. Alumnus of Georgia State University with a Bachelors of Science focused in Biological Sciences.
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