Main responsibilities as Customer experience advocate:- Onboarded new customers and ensured successful adoption of Loom through personalized training sessions.- Developed and delivered creative content (e.g., Loom tutorials, knowledge base articles) to educate customers on best practices.- Proactively identified opportunities to upsell or cross-sell Loom features based on customer needs.- Tracked customer success metrics (activation, retention) and reported on progress to stakeholders.- Monitored and participated in customer communities (social media, forums) to address concerns and build brand loyalty.- Gathered customer feedback through surveys, social listening, and direct interactions.- Analyzed customer feedback and presented insights to product and engineering teams to inform feature development.

Main responsibilities as Customer success onboarding manager:- Developed and implemented customized onboarding plans for enterprise customers, considering their unique needs and business goals.- Identified key stakeholders within the enterprise client organization and established strong working relationships.- Partnered with sales, product, and service teams to create a cross-functional onboarding approach.- Managed project timelines and budgets for complex enterprise customer onboarding processes- Acted as the primary point of contact for enterprise customers throughout the onboarding journey- Communicated onboarding milestones, expectations, and potential challenges proactively- Managed client expectations and ensured clear communication across all levels of the organization.- Resolved client issues and escalated complex problems for timely resolution.

Main responsibilities as a Onboarding team lead:- Recruited, hired, and onboarded talented support staff.- Developed and implemented performance management programs to motivate and coach the team for - high performance.- Established and enforced clear customer service standards for consistent service delivery.- Provided guidance and mentorship to support representatives, enhancing their problem-solving and communication skills.- Developed and delivered customer support training programs to equip the team with the necessary knowledge and skills.- Monitored and maintained the quality of customer support interactions.

Main responsibilities as Support manager:- Recruiting, hiring, and onboarding new support staff.- Developing and implementing performance management programs.- Motivating and coaching team members to achieve high performance.- Creating a positive and productive work environment.- Developing and implementing strategies to improve customer satisfaction metrics (CSAT)- Identifying and resolving bottlenecks in the support workflow.- Implementing new support technologies and tools (e.g., ticketing systems, knowledge bases). - Analyzing customer support data to identify trends and areas for improvement.

As an IT project manager for DIB, I am involved in all stages of a project.From the analysis, budgeting, managing and ultimately support. My role as a project manager at deadinbeirute involves accurately assess requirements and scope, ensure that budget and deadlines are met and constantly deliver products that can evolve to accommodate the client's business demands.Other responsibilities include:- Provide continuous support for developed products and services- Provide remote as well as onsite client training for platforms developed internally- Gather customer feedback regarding issues or emerging needs.- Create and update documentation for various products.- Manage a small team comprised of designers and web developers - Managing and recruiting outsourced contractors when required- Regular reporting on the project development and timelines- Maintaining regular meetings with current clients