AJ Jafari
@ajjafari
Senior Technical Account Manager helping SaaS customers onboard, activate, and grow with technical depth and fast problem-solving.
BrazilWhat I'm looking for
I’m a Customer Success professional with over 10 years of experience helping SaaS customers onboard, activate, and grow. I thrive on building genuine relationships, solving problems fast, and making sure people actually get value from the tools they’re paying for—having led onboarding programmes, managed escalations, and run regular success calls across accounts managing hundreds of thousands of users.
At Mimecast, I’ve been a trusted advisor to 5–7 enterprise accounts across EMEA, delivered pre-sales demos and Proof of Value engagements, and acted as the technical liaison across Sales, Product, and Support to fix issues at their root. I’ve driven measurable outcomes like reducing new TAM onboarding time by 10–20%, accelerating time-to-value by 20%, reducing repeat incidents by 15%, and retaining £1M+ ARR by partnering with at-risk customers; after a planned sabbatical, I earned AWS certifications in Solutions Architecture and AI Practitioner, and I’m now ready to bring that combination of customer success experience and technical curiosity to a fast-moving, impact-driven team.
Experience
Work history, roles, and key accomplishments
Served as a trusted advisor to 5–7 enterprise accounts in EMEA, delivering pre-sales demos, Proof of Value engagements, and technical solution designs to support upsell revenue. Led enterprise onboarding with technical designs and documentation that accelerated time-to-value by 20% and reduced new TAM onboarding time by 10–20%.
Performed technical health checks to identify optimization opportunities that improved adoption and reduced support needs. Led proactive risk management, including incident reviews and root-cause analysis, reducing repeat incidents by 15% in regulated environments.
Partnered with at-risk customers to retain £1M+ ARR by addressing pain points, optimizing usage, and restoring confidence in the platform. Scoped and executed Proof of Concepts (POCs) to demonstrate business value and technical fit for new enterprise wins.
Served as team leader and formal escalation point, ensuring swift resolution of escalated cases while mentoring new hires and conducting productive team meetings. Drove continuous improvement by analyzing support trends, reducing repeat cases by 20%.
Provided customer support via phone and email, guiding troubleshooting and resolving complex cases while maintaining strong customer relationships. Developed expertise across Microsoft, Amazon, and SendGrid and directed issues to the appropriate resources to improve resolution outcomes.
Solutions Analyst
e92plus
Apr 2013 - Feb 2015 (1 year 10 months)
Advised key reseller accounts across a cybersecurity product portfolio, delivering pre-sales consultations and tailored solution recommendations. Managed deployment plans for successful solution integrations and provided post-sales technical support and product training.
Education
Degrees, certifications, and relevant coursework
ISC2
Certified Information Systems Security Professional (CISSP), Information Security
CISSP certification is in progress.
Amazon Web Services (AWS)
AWS Certified AI Practitioner, Artificial Intelligence (AWS)
Earned the AWS AI Practitioner certification.
Amazon Web Services (AWS)
AWS Certified Cloud Practitioner, Cloud Computing
Earned the AWS Certified Cloud Practitioner certification.
Amazon Web Services (AWS)
AWS Certified Solutions Architect, Cloud Architecture
Earned the AWS Certified Solutions Architect certification.
CompTIA
CompTIA Security+, Cybersecurity
Earned the CompTIA Security+ certification.
AXELOS
PRINCE2, Project Management
Earned a PRINCE2 certification from AXELOS.
Microsoft
Microsoft Certified Solutions Associate, Microsoft Solutions
Earned a Microsoft Certified Solutions Associate certification.
Godalming College
Mathematics, Mathematics
2009 - 2011
Grade: C
Studied Mathematics and achieved a grade of C.
Godalming College
Information Technology, Information Technology
2009 - 2011
Grade: Merit
Studied Information Technology and achieved a Merit.
Winston Churchill School
GCSEs, Mathematics & English
2006 - 2009
Grade: A*–C
Completed secondary education and earned 9 GCSEs, including Maths and English, with grades A*–C.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
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