Syed Aleem Akhtar

Experience

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  Maple Leaf Taxi

  Jan 2014 - Sept 2018

  Technical Support Specialist
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  S&P Global Market Intelligence

  Jul 2018 - Aug 2018

  Summer Intern

  - M&A Deal Size, Termination Fee, Target Premium, Ratios, Advisors- Buyback Size, remaining authorization number of shares- Public Offerings Pre- and post-IPO ownership, Overallotment, Lock Up- Rounds of Funding Deal Size, Pre/Post-Money Valuation, Round Type

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  Payactiv

  Sept 2019 - Dec 2021

  - Built and leveraged account relationships to increase the usage of products and services- Aligned technology solutions to complex, multi-stakeholder business problems and utilized strategic thinking skills to solve customer problems- Demonstrated value proposition and return on investment in complex environments to a wide variety of individuals, including technical and executive audiences- Built long-lasting customer relationships and worked cross-functionally within a diverse team to deliver outstanding results- Aligned the overall corporate solution to the client's business needs, challenges, and technical requirements- Retained customers through proactive risk identification and mitigation Show less - Communicated with customers via phone, email, and chat- Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution- Provided knowledgeable answers to questions about product and process- Worked with internal departments to meet customer's needs- Provided accurate, valid, and complete information working between the customer and the operating support systems- Handled other additional assignments as needed- Managed customer complaints, provided appropriate solutions and alternatives within the time limits, and ensured resolution Show less

  • Customer Success & Technical Support Engineer Tier-II

    May 2021 - Dec 2021

  • Technical Support Specialist

    Sept 2019 - May 2021
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  KeepTruckin

  Dec 2021 - Dec 2022

  Customer Success Associate - SMB

  - Coordinating, executing, and managing programs designed to retain customers through positive relationship-building, effectively.- Identifying signals of at-risk accounts and collaborating with internal teams to remediate and ensure successful renewals.- Handled a large volume of phone conversations and email inquiries.- Maximizing customer lifetime value and minimizing churn risk while increasing overall customer satisfaction and identifying upsell opportunities.- Building quick rapport with customers and applying persuasive rebuttal skills and problem-solving strategies while providing solutions.- Problem-solving to quickly identify the root causes of customer issues and work with them to implement fair contract negotiations.Note: I was laid off in December 2022 due to the economic recession in the US. Despite the challenges, I feel delighted to share that I got hired at Digital ocean. Show less

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  DigitalOcean

  Apr 2023 - now

  Customer Success Manager

  Technical Skills: Proficiency in data integration tools. Familiarity with APIs, cloud platforms (DO,AWS or Google).-Maintain communication (via calls, emails, chats, etc.) with assigned customers.-Identify their needs and find upsell opportunities.-Give product demos and help customers in realizing early value.-Timely act on churn alerts and reach customers to resolve their issues.-Keep a close eye on customer experience via internal feedback surveys.-Contact customers to uncover sufficient information when/if needed.-Share customers’ feedback with internal teams for product improvement.-Liaise with the internal teams for customer references and case studies.-Understand and keep track of business KPIs. Show less