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High-performing customer-centric and data-oriented Customer Success and Professional Services leader with 15+ years of wide-ranging experience in SAAS implementation, customer success, organizational change management, and software adoption. With a passion for building sustainable, high-performing, results-oriented teams. Enjoys being involved at all stages, from strategy to execution.
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Director Customer ExperienceToolbxSan Diego, Ca, Us
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Customer Success DirectorJoin Aug 2022 - PresentOakland, California, UsSeries A SAAS Platform for the construction industry, driving multi-stakeholder alignment and decision-making. Founding Customer Success Leader.- Established and led a high-performing Customer Success team of 6 professionals, enhancing customer satisfaction and retention through comprehensive support and expertise.- Launched customer engagement programs in partnership with Account Management that led to 150% NRR in the first year.- Designed and implemented a streamlined onboarding program, reducing time-to-value from weeks to days and increasing product utilization by 40% over 6 months.- Developed customer health metrics and risk mitigation programs that led to early risk alerts and saved churn across 60% of high-risk accounts -
Director Customer ExperienceJoin Jul 2021 - Jul 2022Oakland, California, Us- Implemented internal tooling (HubSpot/Totango) to increase team efficiency and companywide visibility of customer health and productadoption.- Partnered with Product Development to establish a voice of the customer program, ensuring high-impact bugs and feature requests were included in the roadmap.- Owned cross-functional customer journey and was responsible for quarterly improvement across all functions.
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Sr. Professional Services ManagerBluebeam, Inc. Jul 2020 - Jul 2021Pasadena, California, Us- Expanded- Bluebeam's service delivery internationally into Australia, UK, Sweden, and Germany.- Developed and delivered a range of services that increased core feature adoption by 65% and advanced feature usage by 40%.- Grew team by 50% and implemented a first 90-day onboarding plan for new hires, reducing ramp up time for new employees by 35%.- Delivered non-revenue generating one-to-many offerings to support SMB customers. -
Professional Services ManagerBluebeam, Inc. Oct 2018 - Jul 2020Pasadena, California, Us- Responsible for overseeing and growing a team of consultants charged with ensuring customers maximize their utilization of Bluebeam’s products.- Developed and launched Bluebeam's first productized service offerings.- Increased service revenue by over 100% and customer reach by over 50% in 2019.- Reduced service delivery effort by 25% while maintaining a high customer experience and satisfaction.- Partnered with the Enterprise Sales and Sales Enablement teams to bring new service products to our US market.
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Enterprise Platform ManagerBluebeam, Inc. May 2016 - Oct 2018Pasadena, California, Us- Established and matured Bluebeam’s Developer Network (BBDN) from concept to over 300 companies within 2 years.- Managed partnership with the 5 largest construction technology vendors.- Led Bluebeam’s cross-functional teams in support of 3rd party applications from concept to go-to-market.- Supported product and engineering teams in establishing Bluebeam’s product and API roadmap.- Provided competition and market research to senior leadership and C-Suite.
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Senior Application EngineerBluebeam, Inc. Oct 2013 - May 2016Pasadena, California, Us- Launched Bluebeam’s revenue generating services team.- Delivered over 10 custom solutions for customers.
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Analyst ProgrammerFoster Wheeler Energy Ltd Aug 2008 - Sep 2013Aberdeen, Scotland, GbResponsible for all .Net and Web based developments, leading multiple teams in multiple locations. Handling full development project life cycles.Specialising in .Net 4, Silverlight, WPF and MVVM developments -
Edms Technical Support LeadBechtel Ltd. Oct 2005 - Aug 2008Reston, Virginia, UsLead Technical Support for Documentum based Content Management System
Omar Sheikh Skills
Omar Sheikh Education Details
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University Of HertfordshireComputer And Network Technology -
Yateley SchoolHigh School
Frequently Asked Questions about Omar Sheikh
What company does Omar Sheikh work for?
Omar Sheikh works for Toolbx
What is Omar Sheikh's role at the current company?
Omar Sheikh's current role is Director Customer Experience.
What is Omar Sheikh's email address?
Omar Sheikh's email address is os****@****eam.com
What is Omar Sheikh's direct phone number?
Omar Sheikh's direct phone number is +162622*****
What schools did Omar Sheikh attend?
Omar Sheikh attended University Of Hertfordshire, Yateley School.
What are some of Omar Sheikh's interests?
Omar Sheikh has interest in Six Sigma, Software Architecture, New Technology, Custom Solutions, Lean Methodologies, Metro, Agile, Windows 8, Windows Phone, Software Interoperability.
What skills is Omar Sheikh known for?
Omar Sheikh has skills like .net, Software Development, C#, Microsoft Sql Server, Integration, Web Development, Leadership, Project Management, Vb.net, Sharepoint, Strategic Partnerships, Javascript.
Who are Omar Sheikh's colleagues?
Omar Sheikh's colleagues are Erik Bornstein, Ahmed El Mahallawy, Justin Labuguen, Jim Berry, Simon Ashley, Christine Hall, Scott Hamilton.
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