Dubai, United Arab Emirates
Dynamic and customer-oriented cybersecurity professional with over 4 years of experience in presales engineering and customer success management. Proven track record in managing technical implementations, performing product demos, and ensuring customer satisfaction across 350+ SMB and Enterprise organizations. Expertise in cybersecurity solutions, technical project documentation, and team management. Adept at building strong customer relationships and delivering tailored solutions to meet client needs.
Responsible for: - Enhancing the DigiGlass MSSP platform and operations - Customer retention, renewals, and testimonials - Identifying opportunities for upselling and cross-selling - Ensuring long-term and short-term customer success and satisfaction
- Technical Product Expert in KnowBe4 (Security Awareness & SOAR), WithSecure (Endpoint Security, EDR, Patch Management, Vulnerability Management), Fraudwatch (Digital Brand Protection), Black Kite (Cyber Risk Intelligence), Senhasegura (PAM), and DMARC. - Responsible for presales presentations (high-level and technical), product demonstrations, Proof of Concepts, responding to RFPs, documentation writing, and answering technical questions. - Responsible for post-sales product implementations, technical support, and professional services for cybersecurity solutions for SMB and Enterprise organizations. I have performed presentations, demos, and product implementations for 350+ SMB and Enterprise customers in the past 2 years. - Actively leading 15+ simultaneous implementation projects at large enterprises along with project management and writing project documentations (technical guides, prerequisites, SOW, project plans, UAT, design documents, BRD, and more). - Responsible for Customer Success roles; building customer loyalty, long-term customer relationships, positive customer experience, strong communication, creatively solving problems, and ensuring high user adoption of products and seamless integrations. - Actively training junior employees and building team management skills. - Maintaining and developing customer relationships along with understanding exact customer requirements and needs, and pitching additional products when there is an opportunity for cross-selling or up-selling. - Smoothly resolving escalated customer concerns and issues, and raising feature requests to product development teams where required.
- Tutored students with English language and Writing courses in RIT - Helped students: - Draft essays and writing assignments - Interpret assignments - Brainstorm and get started - Plan out long projects - Create/revise a thesis statement - Create/revise topic sentences - Organize a paper - Develop ideas - Clearly state ideas - Cite and document sources correctly (MLA, APA, Chicago, CSE, AP) - Learn punctuation rules - Learn to proofread - Use correct grammar - Use handbooks and other resources
- Sourced sales opportunities through inbound lead follow-up and outbound cold calls and emails - Ran business development campaigns - Understood customer needs & requirements - Performed cyber security product demos & prepared sales quotations & sales pipeline - Updated job knowledge by studying new product descriptions & participating in educational opportunities and obtaining sales certifications