Shahbaz Ali

Experience

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  Buraq Technologies

  Mar 2011 - Aug 2013

  Sales Fronter ( Australian Home Improvement Campaign )

  ▪ Approaching potential Clients in the Australian Market and providing them assistance with their home improvement needs.▪ Developing leads and generating order forms for the Senior Closers.

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  J Telemarketing

  Oct 2013 - Sept 2016

  Senior Closer , Validation Officer and Scheduling Coordinator ( Home Security Campaign )

  ▪ Contact New and Established Customers to Explain Product Features and Solicit Orders while Recommending New and Updated Products based on Customer Needs and Interests.▪ Answering Customer's Questions about Products, Prices, Availability, Product Uses and Contract terms while keeping in mind the Market Conditions, Product Innovations and Competitors products, Prices and Sales Value.▪ Quoting Prices, Contract Terms, Warranties, Delivery Dates and Scheduling Appointments for Installation of Products and Equipment.▪ Negotiating with Customer's regarding Contract Terms and Payments and Preparing Sales Form Format and Order Forms for the Manufacturers.▪ Consultation Calls with Clients after Sales or Contract Signings to Resolve Problems and to provide ongoing Support. Show less

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  MTBC

  May 2017 - Dec 2018

  ▪ The core responsibilities were to Consult with medical, business, and community groups to discuss service problems. ▪ Respond to community needs, enhance public relations, coordinate activities and plans, and promote health programs.▪ Developing and maintaining computerized record management systems to store and process data such as personnel activities and information, and to produce reports.▪ Conduct training sessions for New Employees while handling data transition and implementation procedures for new acquisitions. ▪ Managing 4 support divisions with more than 30+ Softwares. Show less

  • Team Leader

    Aug 2018 - Dec 2018

  • Help Desk Executive

    May 2017 - Aug 2018
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  Motive

  Dec 2018 - Nov 2021

  ▪ Conducting Executive Business Reviews on quarterly basis to provide insight related to their performances and gathering feedback to ensure that the customer gets the value they were promised.▪ Up-selling the existing customer by identifying the nature of their business and providing feature based solution.▪ Interviewing and Training new customer success manager with the leadership team to ensure the right person can be on-boarded for the role.▪ Setting up meetings/surveys with Product/Marketing team to ensure the feedback from the customers get addressed in the right way. Show less ▪ The responsibilities consist of getting the Clients on board and setting them up for the Initial Startup.▪ Training New and Existing Clients efficiently so they can proceed with their daily tasks with ease. ▪ Providing instant support & managing communication infrastructure through the feedback gathered from the Clients. ▪ Managing their accounts by understanding their needs and building a good relationship to support future growth. ▪ Proactively approaching to churn management, making sure Clients are happy so they can stay for a longer period. ▪ Following up and updating the Clients with the new updates and features and helping them manage their business more accurately and efficiently. Show less

  • Senior Customer Success Manager

    Sept 2020 - Nov 2021

  • Customer Success Manager

    Dec 2018 - Sept 2020
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  Time Doctor

  Apr 2022 - now

  ▪ Exclusively manage Tier 1 accounts, ensuring high-touch engagement, proactive solutions, and business growth.▪ Customer Retention & Growth – Leveraging the 30/90/120 DIA framework to mitigate churn and maximize long-term customer value.▪ Strategic Relationship Building – Leading executive check-ins, providing tailored product enablement, and identifying expansion opportunities.▪ Cross-Functional Collaboration – Working closely with Product, Development, Support, and Leadership to drive customer-centric innovations and optimize internal processes.▪ Mentorship & Training – Onboarding new CSMs and sharing best practices for managing enterprise accounts effectively. Show less ▪ Handling Tier-1 & Tier-2 accounts with an assigned BOB of over $1million ARR.▪ Scheduling sessions to deliver meaningful walkthrough demonstrations of the entire product.▪ Building good relationships through weekly & monthly check-ins to understand their needs ensuring healthy support for future growth.▪ Proactively approaching churn management through the 30/90/120 DIA method ensuring that clients are happy & mitigating the risk of a potential surprise.▪ Updating clients with new features to help them manage their business more effectively and efficiently. Show less

  • Customer Success Manager - Tier 1 (Enterprise Accounts)

    Jan 2025 - now

  • Customer Success Manager

    Apr 2022 - Dec 2024