Zakia W.

About Zakia W.

A highly experienced customer relationship and operation leader with over 15 years of experience successfully driving consumption of technology solutions to Fortune 500 and SAAS clients and maintaining compliance and profitability metrics for an industry leader. A consistent track record of building and leading high performing teams with proficiency in marketing and sales strategies. Results-focused and highly motivated professional, with a deep understanding of complex account relationship management and business operations. Proven history of consistently exceeding customer growth and profitability targets while minimizing customer churn and compliance risk. Extensive experience in loyalty programs, churn reduction and change management. Strong presenter, communicator and problem resolutionist with a history of success in effectively and productively driving results across a range of diverse customer needs. As an account manager working cross-functionally with operations, sales, customer support, product, and engineering teams to not only manage relationships, set expectations, and support day-to-day but, to ensure customers achieve a significant return on and drive business success with their investment.

Experience

1. Customer Success Manager

   MoxiWorks

   Sep 2022 — Present · Seattle, WA, US

   Established strong relationships with key customers, resulting in increased customer loyalty.• Managed a $5M Book of Business with an 85% retention rate year-over-year.• Manage implementation and integration projects, ensuring clients receive timely and effective delivery of promised services.• Coordinate with cross-functional teams to ensure smooth execution of product deployments and custom projects.• Lead the onboarding process to ensure new clients are familiar with the product or service.• Provide product demos, conduct training sessions, and offer tailored guidance to meet client needs.• Work closely with clients to develop personalized success plans, ensuring they understand how to maximize value from the product.•Act as a strategic advisor to mid-market and enterprise clients by mapping business goals to product capabilities, resulting in measurable ROI and long-term partnerships.• Proactively identify and address client challenges to improve satisfaction and increase retention.• Deliver performance and progress reports, such as KPIs, usage metrics, and ROI analyses.• Conduct monthly, quarterly and annual business reviews to highlight key successes and identify opportunities for growth.• Collaborate and work cross functionally with internal teams to resolve client issues, ensuring timely solutions to maintain clientsatisfaction.• Offer expert guidance on using product features, troubleshooting technical issues, and integrating with other systems.• Manage the contract renewal process, ensuring clients understand the value they are receiving. Prepare and present renewalproposals• Identify opportunities for upselling or cross-selling additional products and services that align with client needs.• Track and analyze customer health scores to anticipate risks and proactively engage with at-risk accounts.

Education

• Virginia Commonwealth University

  Bachelor of Fine Arts - BFA

  2003 — 2009