Samer Hijazi

Customer Success and Strategic Initiatives Manager (Fintech), North America @Finastra

Irvine, CA, US

Developed and implemented end-to-end service experience strategies for top Financial Institutions and Large Corporates, enhancing customer satisfaction and driving retention.• Led cross-functional teams (Application Management, Product Development, Customer Support) to address customer challenges, improving service delivery and increasing retention rates.• Collaborated with analytics teams to quantify customer benefits and optimize service offerings, using data-driven insights to track performance across the customer journey.• Proactively identified roadblocks and spearheaded solutions to improve the delivery of value, resulting in significant growth in customer engagement and retention.• Managed 60+ accounts with an ARR of $8 million.