Shadman Roshid Email & Phone Number

Atlanta, Ga, Us

San Jose, California, Us

• Manages a portfolio of 30 accounts, driving an ARR of $8 million and fostering strong customer relationships.• Conducts regular strategic meetings to understand customer goals, address challenges, and recommend features that align with business objectives and outcomes.• Develops and tracks success plans, ensuring milestones, deadlines, and accountability for both internal and external stakeholders.• Facilitates onboarding for new customers, providing guidance on using the admin console, managing roles and licenses, and accessing support resources.• Collaborates with Sales Engineering and Account Executives to identify cross-sell and upsell opportunities and conducts platform reviews to recommend solutions and additional products.

Fort Lauderdale, Fl, Us

• Create tailored Success Plans to accelerate license consumption, aligning customer business objectives with measurable technical outcomes to boost adoption and retention. • Identify and resolve risks or blockers to license utilization and renewal, ensuring smooth account progression. • Develop and implement adoption strategies for 20 Focused Accounts, driving faster time-to-value and improved customer success. • Collaborate with internal account teams and strategists to assess account health, mitigate churn risks, and nurture long-term customer relationships. • Manage escalations and coordinate cross-functional efforts, including Citrix Partners, to enhance customer support and enablement.

Atlanta, Ga, Us

• Schedule monthly progress syncs and Quarterly Security Protection reviews with Threat Engagement Managers to discuss external trends, in-depth investigation insights, and tailored recommendations. • Oversee a book of 15–20 accounts, ensuring consistent communication, timely support, and maintaining a strong rapport with clients to achieve 100% renewal rates. • Guide clients in leveraging the Taegis platform through automations, integrations, and training, helping them maximize the value of their Taegis XDR licensing. • Monitor Zendesk tickets to ensure prompt responses, share updates on new product features, and assist with renewal processes by aligning with customers’ procurement cycles. • Maintain a customer-first approach, consistently meeting or exceeding satisfaction metrics through proactive engagement and tailored solutions.

Dublin 2, Ie

• Managed a portfolio of 25-30 enterprise accounts, ensuring customer success and technical alignment.• Promoted to the Microsoft Azure Activation – Get to Usage initiative, collaborating with Microsoft Account Teams and FastTrack Engineering to drive customer adoption and usage.• Assisted with technical solutions for Azure Admin Center and Microsoft 365 Admin Center, including application integration, policy configuration, and rollout guidance.• Acted as a customer advocate in collaboration with FastTrack Engineering teams and Microsoft Partners, influencing product roadmap and driving industry best practices in Identity and Access Management.• Provided training on Azure Active Directory Premium licensing, conducted live technical demos, and used BI dashboards to monitor app integrations, optimize customer outcomes, and reduce churn risk.

Dublin 2, Ie

• Managed and supported 200 accounts across the South Central and North Central US regions, focusing on analyzing customers' Microsoft 365 roadmaps with an emphasis on Microsoft Teams. • Delivered live demonstrations, provided technical assistance to remove roadblocks, and facilitated educational training to accelerate Microsoft Teams adoption for onboarding large numbers of new end-users. • Organized and hosted four Teams Live Events webinars for strategic accounts, including Gold's Gym, Francesca’s Collections, Crestwood Equity Partners, and Tetra Technologies. Partnered with regional Microsoft Account Teams to drive pipeline growth, renewals, and accurate forecasting. • Developed retention strategies to demonstrate product ROI, tracked accounts for churn risks, and worked proactively to resolve issues. Supported 85% of the account portfolio in integrating Teams' phone and video features during COVID-19, earning customer trust and competitive advantage. • Worked with Product and Engineering teams to identify and track enhancement requests and bugs. Partnered with technical specialists to incorporate Teams into customers’ core architecture while tailoring recommendations to their business needs.

Dublin 2, Ie

• Promoted to Senior Customer Success Manager during the launch of a new Microsoft 365 project at Accenture, playing a key role in its development. • Helped scale the Customer Success team from 4 members to 30 across the US, Western Europe, and MEA regions. • Designed and implemented onboarding and training programs for new Customer Success Managers to ensure team success. • Managed 300 Microsoft Enterprise accounts, including Fortune 500 companies like Berkshire Hathaway, Fannie Mae, and Harley-Davidson, overseeing successful deployment and implementation of Microsoft 365 products annually. • Built strong relationships with C-suite executives, VP-level leaders, and end-users, while optimizing client mobility strategies and empowering remote workforce environments with secure cloud solutions.

Dublin 2, Ie

• Managed and retained a portfolio of 150 SMB client accounts. • Addressed customer support tickets escalated by account executives and approved content to enhance customer adoption. • Efficiently prioritized and escalated client issues to ensure timely resolution. • Developed onboarding documentation and end-user guides, reducing customer support inquiries by over 60%, boosting efficiency, and increasing revenue. • Increased upsell of Azure services by 45%, while helping clients maximize the value of their existing investments.

Dublin 2, Ie

• Consistently recognized as a top performer across the company by executives, managers, and peers. • Surpassed quarterly quotas by leveraging strong communication skills and a steadfast work ethic. • Built and nurtured client relationships, driving repeat business and securing new opportunities.