BUSINESS OPERATIONS | CUSTOMER SUCCESS | CUSTOMER EXPERIENCE

Lead a team of Customer Success Managers responsible for an enterprise and large mid-market portfolio of 300 accounts representing 180,000 employees paid monthly. Drive executive client relationships, cross-functional issue resolution, escalations, customer adoption, and account expansion.

Built the Customer Success Growth function, including its operating model, customer segmentation, lifecycle approach, and scalable SOPs. Launched a governance framework for customer health, success plans, portfolio reviews, and operational KPIs; created account tracking and bonus-calculation processes; and launched the CS Academy with learning programs and playbooks.

Delivered organic payment-volume growth of 41% in Q2 and 29% in Q3 2026 across strategic accounts. Partner with Support on employee requests, SLA alignment, and escalation resolution.

Established the Customer Experience function, including its operating model, customer lifecycle, governance framework, and performance metrics to support consistent, high-quality client service.

Redesigned core processes and introduced SOPs, increasing the number of clients served during tax season by 25%. Conducted quality reviews and service-standard checks while partnering with executive leadership on strategic initiatives and business transformation.

Conducted market research and founder data validation while establishing SOPs, CRM structures, and KPI reporting across product, sales, and customer success. Coordinated product and technology teams across Leween, RabbitHub, and The Baloot to maintain delivery schedules.

Conceived a market intelligence platform and translated user needs into product requirements. Owned the product backlog, requirements, and acceptance criteria for company discovery, funding tracking, dashboards, and market-insight features, while automating an Excel-based data-collection process.

Led five Regional Managers and oversaw operational performance and customer experience across a nationwide network of 15 branches for an EU-funded program supporting Egypt's industrial areas.

Managed customer-facing teams, escalations, service issues, quality reviews, and service-standard checks across the branch network. Rebuilt operational policies, governance frameworks, and processes, creating documented ways of working and complete project history.

Coordinated internal and external stakeholders on project delivery and resource planning.

Managed customer relationships and escalations, aligning service delivery with customer needs and agreed requirements.

Ran KPI reviews across more than five regions to identify service-delivery and business-performance gaps. Owned the company service list and customer account allocation to maintain coverage and service standards.

Helped grow DashSoft from an early-stage startup into an established regional software company, building operational foundations for expansion into three countries and partnerships with 10 business partners across five markets.

Managed client relationships and collaborated with internal teams to address requirements, deliver projects effectively, and maintain a strong customer experience. Designed business processes, governance frameworks, and SOPs to support growth and operational improvement.

Performed quality reviews and service-standard checks on client projects and partnered with executive leadership on strategic initiatives and expansion.

Handled client requests in coordination with internal teams and regulators.

Monitored operational controls and reporting to support compliant and efficient service delivery.

Coordinated business operations, executive communications, reports, and management meetings.

Supported the Managing Director with administrative coordination and operational follow-through.