Wassim McNally Chokri

Customer Success Manager Sdm @Corefiling

Oxford, GB

Own a portfolio of enterprise SaaS clients across financial services (including Lloyd’s of London, Companies House, and Big 4 auditors), managing onboarding, adoption, and long‑term value realisation across regulatory reporting tools (XBRL, iXBRL, TNDP).• Delivered 15+ QBRs annually with C‑level stakeholders, achieving a 95% renewal rate across a £7million ARR portfolio and uncovering opportunities for upsell/cross‑sell.• Partnered with Sales to secure multi‑year renewals and drive product expansion (e.g, rollout of new taxonomy updates and platform modules to enterprise clients).• Acted as trusted advisor and client advocate — feeding regulatory feedback and client pain points into the product roadmap (e.g, Seahorse fixes, Beacon validation updates).• Introduced a PDCA continuous improvement framework, reducing repeat escalations by ~30% and improving CSAT trend quarter‑over‑quarter through structured service reviews and success planning.• Managed high‑severity incidents as escalation point, coordinating Engineering, Product, and Support to restore service quickly and protect client trust.• Produced Root Cause Analyses (RCAs), service reports, and risk registers for external stakeholders, ensuring transparency and strong SLA performance.• Guided service desk teams on best‑practice client engagement and incident response, improving first‑time fix rate and strengthening enterprise relationships.

University of Reading

HND, Business Studies