Reem Hamad Email and Phone Number

Leading Cloud Customer Success Specialist Engineering Team in EMEA and APJ focused on cloud management products

• Managing 10 Customer Success Managers in Egypt and USA supporting Aria/vRealize Cloud Management Products for AMER, EMEA, and APJ customers and partners.• Consistently overachieve on key metrics including Adoption/Consumption targets, ARR growth, retention, and faster time to value.• Leading multiple work-streams related to customer retention, renewals, Sales/CS hand-offs and customer/partner enablement to align with Global CXS OKRs and help achieve defined targets.• Influencing Go To Market strategy and execution for product offerings and bundles.Key achievements:• Worked on CS/Renewals process that increased our In Quarter Renewal Rate (IQRR) by 20% Globally.• Created a digital coverage model for tech touch customers that decreased my team members admin work time by two hours/CSM.• Customer Success Collaborator of the Year 2022• President’s Club 2023.• Multiple awards and spotlights received from VMwareleadership.• EMEA/APJ Inclusion Ambassador.• Member of the CS Gainsight Assignment UAT team toenable CS leaders on new features.

• Responsibilities included leading successful POCs, customer onboarding, adoption, retention, upsell, and cross-sell.• Led the training of CSM team in Japan as part of new hire on- boarding, creating knowledge base for new hires.• On-site visits to strategic customers and partners in South Korea and Thailand for post sales enablement and customer readiness assessment. (Key customers included two large electronic companies in South Korea and three large Asian banks)• Collaborated with account executives, architects, and support to implement processes around onboarding, risk management, upselling and renewals.• Actively worked with APJ partner team in closing and building pipelines for Managed Service Providers (MSPs).• Leader within Needle Movers; a program created to simplify the CS/Sales hand-off based on revenue and route to market.• APJ Inclusion Ambassdor, hosting DEI sessions on topics such as unconscious bias, language barriers, and psychological safety.Key achievements:• Worked on a process that reduced Time To First Value (TTFV) for Japanese Customers by 20%.• Partner Success Award 2020, from VMware cloud providers.• Customer Centric Award 2019 from Sales team.• Multiple recognitions and spotlights for being a topperformer.

• Responsible for course works, grading assignments, preparing quizzes, guiding students, and providing project feedback.• Collaborating with students on registration and course schedule utilizing Oracle systems.Key achievements:• Recognized by department head for publishing 2 research papers contributing to increasing the university enrollments.• Leading Greenwich Exhibition for highlighting students’ design and field works.• Peer review of research papers with JFTER Journal.

• Coordinated construction and installation projects for engineering team to complete per customer requirements.• Supervised preparation of technical drawings by architects.