Rahmeh Hamaid
Amman,AMM
Summary
Customer Success Team Lead with a proven track record in SaaS customer success, strategic account management, and team leadership. Skilled in driving customer retention, optimizing success processes, and ensuring seamless onboarding and product adoption. Adept at mentoring teams, managing escalations, and collaborating cross-functionally to enhance customer experience, and maximize product value. Currently leading the Customer Success team at Elevatus, overseeing key accounts across Saudi Arabia (GCC region), ensuring high client satisfaction, operational excellence, and long-term customer success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Team Lead
Elevatus
Amman
10.2024 - Current
- Oversee the Customer Success team, ensuring efficient client relationship management and streamlined onboarding processes to drive seamless product adoption
- Implement data-driven strategies to enhance customer satisfaction and retention, focusing on long-term engagement and reducing churn
- Develop and track key performance indicators (KPIs) to measure team efficiency, identify areas for improvement, and optimize workflows
- Collaborate cross-functionally with internal teams (e.g., Sales, Product, and Support) to resolve client challenges promptly, ensuring a seamless customer experience
- Analyze customer feedback and usage data to influence product development and implement actionable improvements based on user needs
- Train, mentor, and empower Customer Success Managers to maintain high performance standards, improve engagement strategies, and drive continuous professional growth within the team
Senior Customer Success Manager
Elevatus
Amman
01.2024 - 09.2024
- Manage a diverse portfolio of clients based in the GCC region with a successful implementation including the following clients: Habib Medical Group (10K+ employees), SAFE Security (10K+ employees), Ministry of Economy and Planning
- Mentor a team of customer success managers and implementation specialists fostering a collaborative and high-performance culture
- Oversee strategic accounts, ensuring clients achieve their business objectives and derive maximum value from the company's products/services
- Develop and maintain strong, long-term relationships with key stakeholders
- Act as the voice of the customer in internal meetings, advocating for customer needs and feedback
- Identify opportunities for continuous improvement and innovation within the customer success team
Customer Success Manager
Elevatus
Amman
11.2022 - 12.2024
- Built strong relationships with customers, acting as their trusted advisor and advocate, and successfully resolved any customer issues or concerns in a timely manner
- Guide customers through the onboarding process, helping them understand product features and functionalities
- Collaborate with customers to set measurable goals, track progress, and provide recommendations for achieving desired outcomes
- Conduct training sessions to educate customers on product usage and best practices
- Implemented initiatives to measure and improve customer satisfaction, resulting in higher Net Promoter Scores (NPS) and positive customer feedback
- Created comprehensive customer success documentation, including best practices, knowledge base articles to empower customers and internal teams with valuable resources for achieving desired outcomes
Customer Success Analyst
Avertra Corp
05.2022 - 11.2022
- Act as the primary point of contact to handle and resolve the needed requests and inquiries for clients
- Provide technical support to clients on a variety of issues
- Identify, research, and resolve technical problems
- Respond to and track tickets to ensure high quality client delightfulness
- Participate in daily Scrum calls for all clients supported
- Participate in system testing and documentation
- Create daily, weekly, and monthly reports to customers
Resolution Specialist
Amazon
10.2018 - 02.2022
- Supports CSA's with live contact-related questions, restricted account actions, and concessions approvals
- Find all the defects and gaps in the processes of the operations and put a strategic plan to solve them
- Escalate any systematic problems and assign them to the technical teams
- Continues to meet or exceed performance standards for productivity and quality as directed by site management and contributing to overflow work as delegated by leadership
Education
Computer Information System -
University Of Jordan
04.2021
Skills
- Customer Success Management (CSM) Tools
- Performance monitoring
- Trend tracking
- Coaching and mentoring
- Stakeholder management
- Problem Solving
- Relationship building
- Change Management
- Web development
Certification
Mendix Rapid Developer Certified
Languages
Arabic
First Language
English
Advanced (C1)
C1
Timeline
Customer Success Team Lead
Elevatus
10.2024 - Current
Senior Customer Success Manager
Elevatus
01.2024 - 09.2024
Customer Success Manager
Elevatus
11.2022 - 12.2024
Customer Success Analyst
Avertra Corp
05.2022 - 11.2022
Resolution Specialist
Amazon
10.2018 - 02.2022
Computer Information System -
University Of Jordan
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