Mahmoud Draj
Director, Customer Success - Anz @Darktrace
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WORK HISTORY
Director, Customer Success - Anz @Darktrace
Conduct regular meetings with the customer success team (9 team members) to discuss progress, challenges, and opportunities for improvement. Develop and implement strategies to improve customer retention and satisfaction rates. Collaborate with sales and marketing teams to identify new business opportunities and develop customer success plans for new clients. Analyse customer data to identify trends and patterns, and use this information to improve customer success processes and strategies. Develop and implement training programs for customer success team members to ensure they have the skills and knowledge needed to provide excellent customer service. Work with product development teams to ensure that customer feedback is incorporated into product design and development. Develop and maintain relationships with key customers, and act as a point of escalation for customer issues and concerns. Monitor customer success metrics and KPIs, and use this information to identify areas for improvement and develop action plans. Stay up-to-date with security industry trends and best practices, and use this knowledge to improve customer success processes and strategies.
EDUCATION
Munster Technological University
Bachelor of Science in Information Technology Support, Network Security, IT Project Management, Script Programming, Database Administration, Wireless LANs
SKILLS
ABOUT MAHMOUD DRAJ
PROFESSIONAL PROFILE Engaging technology professional with large enterprise and agile, mid-market experience bringing core technical competencies, excellent communication skills and stakeholder management. Demonstrated ability to deliver large scale, complex technical solutions, aligned to business strategy. Holds considerable leadership experience encompassing coaching, mentoring, developing, and managing technical teams. A self-motivated and outcome-driven leader who has a strong focus on clear communication and delivering business value through technology solutions. KEY COMPETENCIES Business Strategy - Aligns technical solutions to underpin business strategy and goals. Understands the importance of enabling business improvement through technical innovation and transformation. Stakeholder Engagement – Strong ability to communicate complex technical challenges and solutions to all internal business stakeholders. Experienced in managing diverse vendor relationships and external stakeholders. Holds considerable experience in leading forums that capture ideas, communicate status, and provide ongoing engagement. Technical Project Delivery – Demonstrated ability to work closely with the PMO to deliver all technical aspects of complex business projects across multiple disciplines including governance, communications, documentation, analysis, and delivery. Team Leadership - A supportive and empowering leader with a focus on coaching and mentoring to create opportunities for team development, progression, and performance excellence. Technical Experience – Expansive technical background across multiple organisations, technology streams and disciplines, supported by a combination of academic and industry certifications.
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