Mona Nashed Email & Phone Number

Cairo, Cairo Governorate, Eg

New York, Ny, Us

- Supporting all East Mediterranean, Moroccan and South Eastern European region account activities in the Higher Education sector, via internal support elements, as well as direct interactions with high-level stakeholders within educational institutions.- Implementing strategies to retain existing customers and reduce churn, by understanding and meeting customer needs and expectations effectively.- Driving consumption; by encouraging active use of McGraw Hill's educational products and services, thereby facilitating deeper engagement and better outcomes for users.- Ensuring new customers experience a smooth and informative onboarding process, making their transition to McGraw Hill's platforms and services as seamless as possible.- Up-selling and cross-selling; by identifying opportunities to introduce customers to additional products or advanced features, enhancing their experience and value gained from McGraw Hill’s offerings.- Actively conducting training sessions; providing insights, support, and expertise to both customers and internal teams.- Serving as a liaison between the customers and the company, advocating for customer needs and feedback within McGraw Hill, to help shape product development and service enhancements.

Palo Alto, Ca, Us

- Handled both mid-tiered and strategic accounts, across the USA region.- Built long-term and trusted-advisor relationships with customers.- Adopted a process-driven and problem-solving mindset to ensure customers achieve frictionless onboarding, adoption and consumption milestones.- Used SaaS knowledge and strong business acumen to understand the customer road-map and use cases and worked closely with customers to achieve their desired business outcomes.- Created success plans, outlining customer’s business objectives and milestones.- Conducted periodic service reviews to proactively track progress against the Success Plans, monitor deployment velocity and consumption, and proactively address any blockers.- Partnered with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services (generating up-sell, cross-sell and renewal opportunities).- Proactively reviewed customer consumption and health scores; to derive actionable insights and remove blockers to help customers optimize their SaaS investment, as well as resolving their billing issues.- Advocated for the customer and expedited open incidents and billing issues as needed.

Palo Alto, Ca, Us

- Handled both mid-tiered and strategic accounts, across the USA region.- Built long-term and trusted-advisor relationships with customers.- Adopted a process-driven and problem-solving mindset to ensure customers achieve frictionless onboarding, adoption and consumption milestones.- Used SaaS knowledge and strong business acumen to understand the customer road-map and use cases and worked closely with customers to achieve their desired business outcomes.- Created success plans, outlining customer’s business objectives and milestones.- Conducted periodic service reviews to proactively track progress against the Success Plans, monitor deployment velocity and consumption, and proactively address any blockers.- Partnered with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services (generating up-sell, cross-sell and renewal opportunities).- Proactively reviewed customer consumption and health scores; to derive actionable insights and remove blockers to help customers optimize their SaaS investment, as well as resolving their billing issues.- Advocated for the customer and expedited open incidents and billing issues as needed.

Round Rock, Texas, Us

- Identified and provided resolutions to technical problems- Regularly provided technical support expertise in a complex information infrastructure environment with the need to integrate DellEMCproducts and systems with other DellEMC and non-DellEMC computersystems being operated by customers.- Convoyed sophisticated ongoing technical system support is critical to,and an essential component of, both DellEMC’s business operations andthe business operations of DellEMC customers.- Applied technical support expertise to resolve customer issues.- Worked closely with peers and internal SMEs to increase knowledge andresolve customer issues.

Round Rock, Texas, Us

- Identified and provided resolutions to technical problems- Regularly provided technical support expertise in a complex information infrastructure environment with the need to integrate DellEMCproducts and systems with other DellEMC and non-DellEMC computersystems being operated by customers.- Convoyed sophisticated ongoing technical system support is critical to,and an essential component of, both DellEMC’s business operations andthe business operations of DellEMC customers.- Applied technical support expertise to resolve customer issues.- Worked closely with peers and internal SMEs to increase knowledge andresolve customer issues.

Bachelor’S Degree, Electrical And Electronics Engineering

High School