Yasser Ahmad

About Yasser Ahmad

Experienced Senior Client Relationship Manager with a strong background in developing and…

Experience

1. Senior Client Account Manager

   NiCE

   Jan 2023 — Present · Pune, IN

   Relationship Building: Develop strong relationships with key stakeholders within customer organizations. Act as the primary point of contact for customer inquiries and issues.Onboarding: Facilitate the smooth onboarding of new customers, ensuring they understand the product or service and how to use it effectively.Retention and Expansion: Work to retain customers by ensuring satisfaction and addressing concerns promptly. Identify opportunities for upselling or cross-selling additional products or services.Renewals: Manage the renewal process for subscription-based services. Proactively engage with customers to secure renewals.Customer Advocacy: Focuses on building strong relationships with satisfied clients and empowering them to share their positive experiences. Through testimonials, case studies, referrals, and participation in events, advocates help amplify the brand’s credibility, influence buying decisions, and foster long-term loyalty.Customer Reference: Identify and engage satisfied clients to share their success stories, participate in sales and marketing activities, and serve as advocates to influence prospective buyers. These programs help build trust, accelerate sales cycles, and strengthen brand credibility through authentic customer voices.Product Knowledge: Maintain an in-depth understanding of the product or service. Educate customers Customer Health Monitoring: Monitor and assess the health of customer accounts. Identify signs of potential churn and implement retention strategies.Metrics and Reporting: Track key performance indicators (KPIs) related to customer success. Generate reports and insights to share with internal teams and customers.Customer Satisfaction (CSAT) Management: Monitor and improve CSAT scores. Address customer concerns and implement improvements.Collaboration: Collaborate with sales, marketing, and product teams to align strategies. Ensure a seamless customer experience across all touchpoints.

Education

• Shobhit University

  Bachelor of Commerce - BCom

  2009 — 2012

• IEC UNIVERSITY

  Master of Business Administration - MBA

  2019

• Ranchi University

  Senior Secondary

  2007 — 2009