Dubai, United Arab Emirates
As a Senior Customer Success Manager at Zscaler, I bring extensive experience in customer success and a deep understanding of Zscaler's Zero Trust Exchange. With over 8 years of experience in customer success roles, I focus on fostering strong relationships with stakeholders, driving adoption, and aligning business priorities with customer goals. Proficient in escalations management and interpersonal communication, I ensure that customer needs are addressed, and value realization is consistently achieved. At Zscaler, I collaborate with C-level executives and IT leaders across the Middle East and Africa to deliver data-driven business reviews and enable customers to become brand ambassadors. My commitment lies in supporting organizations as they embrace digital transformation, leveraging my skills and Zscaler's innovative solutions to create impactful outcomes.
Responsibilities: • Owning the ongoing customer relationship driving adoption, renewal, value, and promoting upsell opportunities. Serving as the voice of the customer to the internal teams. • Develop and nurture customers to become brand ambassadors on behalf of Zscaler. • Interact with CISOs/Director/Manager level stakeholders to drive value realisation from Zscaler platform. • Delivering operational data-driven business reviews on-site to demonstrate the value of customer investment in Zscaler and align on customer business initiatives and priorities. • Demonstrate fundamental understanding of Zscaler’s technology and articulate the advantages of our solution against competitors. • Orchestrate risk management activities - Understand customer pain points and help drive escalations by coordinating between product management and support groups. • Mitigating any challenges that may delay or stop deployment using internal resources, holding both customers and internal resources accountable. Achievements: ✪ Impact award in Q4 FY24 ✪ ZDTA Certification 2025
Achievements: ✪ Impact award in Q3 FY23, Q1 FY24 & Q3 FY24
Leading a team of 5 across Europe & the Middle East to maximize customer retention by delivering ROI for clients throughout the customer life-cycle, in order to increase IT conference attendance. Responsibilities: • Support open CRP territories by managing client portfolios, performing on-boarding of accounts & ongoing engagement throughout the customers lifetime. • Conducting staff appraisals, setting objectives & coaching the team to achieve their KPIs. • Recruit, cultivate, onboard & inspire a world-class CRP team. • Creating strategic campaigns tailored to capture our C-level audience leading to optimal client retention. • Achieve operational excellence & drive collaboration to resolve client-impacting issues. Key achievements: ✪ In 2019 the EMEA CRP team drove $13.8 million in ticket registrations & finished 115% to plan. ✪ Promoted into leadership within a year of being with the business. ✪ No. 1 CRP Manager in Q3 2019 (124% YTD)
A trusted advisor to Gartner’s large enterprise accounts, as the primary contact for after-sales support. Focused on driving high customer satisfaction through utilization of their Gartner deliverable's & ensuring high retention of existing clients. Duties; • Responsible for building relationships with over 400 C-level & IT executive clients across Government, Banking & Finance and Technology industries. Aligned to Sweden, BENELUX & UK&I territories. • Serve as a Gartner IT conference subject matter expert advising to the customer’s needs, identifying any challenges and key initiatives. • Leverage subject matter expertise in IT to create service solutions for clients & present the value proposition of Gartner conferences. • Partnering with sales & internal account teams to drive up-sells & renewals for our clients. Routinely drove $20,000 a month upsell and renewal opportunities. • Continuously drive high quality activity - KPI’s included a minimum of 7 meetings & 70 dials a week. Key Achievements; ✪ A mentor to new starters and members of my team. ✪ 1st hire in EMEA – Proving to be a quick learner, setting the vision & best practices for the role. I was able to set the vision & best practices for the business unit. ✪ Ticket utilization went up from 50% to 72% within my first year. ✪ Achieved 118% to plan in 2018. 5-time monthly global top achiever.
A career break spending 14 months travelling around Australia and Asia immersing myself in different cultures.
An award-winning medical practice offering high quality Workplace Flu Vaccinations to businesses across Australia and New Zealand. My role included coordinating and booking flu vaccinations for our clients and possessing the ability to work under pressure with excellent attention to detail. Duties; • Liaise with clients regarding their booking requirements • Book and confirm vaccinators for clients booking requirements • Assisting the client and vaccinator with their enquiries relating to these bookings • Making marketing calls to grow the business and obtain new clientele. • Other duties also included fulfilling other general clerical and administrative duties to support colleagues and management.
Receptionist for the Balmoral Group, overseeing the following companies: • Hamilton Island • Robert Oatley Vineyards • Oatley Fine Wine Merchants Responsibilities: • Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately. • Answering screening and forwarding incoming phone calls. • Receiving and sorting daily mail.