Asem Abdelfattah Email & Phone Number

San Diego, California, Us

- Lead implementation and onboarding on custom-built, technical products for the highest-tier enterprise users.- Drive lifecycle support, troubleshooting complex problems, and product enhancements with a 9.95 CSAT score.- Collaborate cross-functionally from discovery, connecting APIs, building and testing, to go-live and beyond.- Lead user training and 1:1 live build sessions increasing solution adoption and customer engagement.- Maintain documentation, plans, training materials, and presentations for project alignment and internal learning.- Collect, analyze, and articulate user feedback to product and engineering teams, contributing to product improvements and user value.

Austin, Texas, Us

- Managed a book of 55+ enterprise ecommerce merchants as an advocate and strategic ally to improve their business outcomes, increase platform usage, and reduce churn.- Retained +99% MRR and increased LTV via upsells of partner solutions and in-house professional services.- Delivered strategic and ecommerce research analyses to showcase insights, opportunities, and low-hanging fruits to improve store metrics eg. revenue, AOV, cart abandonment, and more.- Worked cross-functionally to advocate for and support merchants during technical difficulties, administrative requests, and contract renewals resulting in strategic allyship and trust with merchants and users.- Conducted roadmap reviews and needs audits with merchants to take advantage of beta and GA features.

- Co-led new hire cohort-based onboarding and semi-annual training programs for editorial and business teams.- Designed a full-page section using Adobe InDesign and assigned stories to writers and photographers using Trello.- Wrote weekly articles by interviewing subject matter experts as a Staff Writer (Sept. 2016 – Jan. 2019), Assistant Editor (Jan. 2019 – May 2019), and Editor.

Master Of Arts - Ma, Economics

Bachelor’S Degree, Economics