Experience

SalesRook

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jul 2022 - Present



Amazon

• Bangladesh
• Advertising Services
• 1 - 100 Employee

• Sr. Customer Success manager for The UK & Ireland at Amazon Ads

  • Jun 2019 - Jul 2022

  • Main point of contact for WPP plc, Media groups & Independent agencies, like Omnicom, PHD, Mediacom, Wavemaker, Mindshare, Neo Media World, Havas and others;• Monitoring & working on set-up and implementation of campaigns, dynamic creative optimization setups and providing assistance on technical and non-technical issues;• Liaising daily internally with Product/R&D, Professional Services, sales and support teams;• Communicating client opportunities, product suggestions and issues, leading training meetings;• Maintaining communication with clients and internal team members to keep everyone informed of campaign statuses, scope or timeline changes and managing client expectations;• Sustaining and strengthening client relationships and being recognized as a valued extended member of their team in digital planning;• Internal-departmental relations, providing monthly & weekly statuses to the AMs & managers;• Monitoring campaign performance against clients’ objectives, making optimization recommendations;• Managing production, QA and trafficking teams;• Involved in sales & pitch/onboarding meetings and demos;• Delivering upselling & cross-selling.



Sizmek

• Customer Success Manager - AdOps EMEA UK & Ireland

  • Aug 2018 - Jun 2019

• Junior Customer Success Manager - Ad Ops EMEA / UK

  • Mar 2017 - Aug 2018



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Retail Service desk specialist & Telecom issues manager - EMEA / UK

  • Sep 2014 - Feb 2017

  - Ensuring that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA’s) and customer satisfaction; - Troubleshoots undocumented problems;- Allocates work load, trains new employees, and provides feedback for improvement;- Acts as a Team leader on large, critical geographic territories, requiring the highest level of skills and experience to meet critical SLA’s;- Position requires understanding of Managed Service Center operations and solid understanding of all MSC support tools;- Position responsible for understanding of the end to end processes that underpin quality customer service; - Conduct service audits;- Responsibility is to remotely coordinate the resources required to manage problem resolution for client’s products and services;- To coordinate and provide services in a profitable environment that supports our values and the business as a whole;- Isolate problems and create resolution plans; Log problem resolution - maintains databases; Support the resolution of known software problems to be fixed in later releases; Prepares standard reports to ensure Service Level Agreement is represented accurately;- Position project manages the resources necessary and/or provide the additional technical/functional knowledge necessary to resolve customer's (both internal and external) issues;- Works directly with the customer or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems; - Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer's problem etc.