Open to opportunities

Athar Nizami

@atharnizami

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Customer Success Manager with a passion for client relationships.

India

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What I'm looking for

I am looking for a role that values customer relationships and offers opportunities for growth and development.

I am a dedicated Customer Success Manager with over 2 years of experience in SaaS onboarding and implementation, complemented by more than a decade in client-facing roles across global organizations. My expertise lies in managing high-volume accounts, leading onboarding journeys, and uncovering upsell opportunities. I pride myself on building long-term client relationships and delivering training that drives results, ensuring that clients not only understand the product but also maximize its potential.

In my recent role as a Senior Implementation Specialist at Birdeye, I managed 25-30 agency accounts simultaneously, acting as the main point of contact during the onboarding journey. My proactive approach allowed me to identify upsell opportunities and maintain a quarterly target of 80-90 opportunities, significantly contributing to account growth. I am committed to delivering exceptional customer experiences and driving long-term success through strategic guidance and tailored support.

Throughout my career, I have demonstrated a strong ability to analyze usage data and key metrics to identify accounts with low engagement, proactively reaching out to ensure adoption and satisfaction. My experience spans various roles, including Onboarding Specialist at Cvent and Master Analyst at American Express, where I honed my skills in client retention, cross-functional collaboration, and training enablement. I am now fully prepared to resume full-time work, bringing renewed focus and dedication to my next opportunity.

Experience

Work history, roles, and key accomplishments

Sr Implementation Specialist

Birdeye

Aug 2023 - May 2024 (9 months)

Managed a portfolio of 25-30 agency accounts, serving as the primary contact during the onboarding journey and ensuring seamless product activation. Collaborated with agency partners to onboard their clients, providing tailored training sessions and live product demonstrations. Identified and achieved quarterly upsell targets by showcasing relevant features and benefits aligned with client busines

Onboarding Account Management Product Demos Upselling Salesforce Zendesk Intercom

Onboarding Specialist

Cvent

May 2022 - Jul 2023 (1 year 2 months)

Initiated successful onboarding journeys by understanding client goals and tailoring event and account setup to meet specific business needs. Identified and generated 25-30 upsell opportunities monthly through consultative conversations and aligning additional features. Conducted personalized Zoom training sessions for new users, driving confidence and long-term platform adoption.

Onboarding Upselling Product Knowledge Event Management CRM Client Engagement Troubleshooting SaaS Platforms Customer Success

Master Analyst

American Express

Dec 2018 - Mar 2022 (3 years 3 months)

Processed merchant queries accurately and efficiently, ensuring timely resolution and providing best-in-class merchant experience for the UK market. Ensured all performance standards were met, including business targets, controls, and compliance. Managed large strategic maintenance changes, liaising with various affiliation channels and internal contacts to provide win-win solutions.

Compliance Stakeholder Management Data Analysis Customer Service Problem Solving Relationship Management Genesis System

Senior Customer Care Executive

Hi3 Technologies

Sep 2015 - Nov 2018 (3 years 2 months)

Handled escalated customer queries across email, phone, and live chat for global clients, collaborating with internal teams to resolve issues quickly and exceed SLAs. Delivered product walk-throughs and guided customers through technical troubleshooting steps. Maintained detailed case logs and provided weekly reports on support trends, recognized for professionalism with high-value clients.

Customer Support Technical Troubleshooting SLA Management Email Support Live Chat Reporting Problem Solving

iPhone Technical Support Advisor

Hutchison 3 Global Services Pvt Ltd

Oct 2011 - May 2013 (1 year 7 months)

Provided Tier 1 and Tier 2 technical support for iPhone and iOS users across the UK region, assisting with device issues, software updates, and Apple ID concerns. Delivered personalized customer service, ensuring first-call resolution and high satisfaction scores. Documented and escalated unresolved technical cases to Apple Tier 3 support when necessary, receiving appreciation for empathy and prob