Open to opportunities

G Khan

@ghufran

I am an experienced client success manager leading remote, multilingual teams to improve operations and customer satisfaction.

Pakistan

Message

What I'm looking for

I seek a leadership role in client success or operations where I can lead remote, multilingual teams, improve KPIs/OKRs, and drive customer satisfaction within a collaborative, performance-driven culture.

I am a dynamic client success and operations leader with a decade of experience managing projects across the USA, UK, Canada and UAE. I specialize in leading remote, bilingual/multilingual teams and overseeing day-to-day operations for teams of 30+.

I pioneered global remote recruitment strategies and managed KPIs, OKRs, project finances and payroll to ensure operational continuity. I implemented training, quality-control measures, and process improvements that boosted customer satisfaction and NPS.

I partner with stakeholders to design performance-driven policies, mentor and coach teams, and resolve escalations to deliver measurable results and uphold a customer-centric culture.

Experience

Work history, roles, and key accomplishments

Current

Client Success Manager

Current

Touchstone Communication

Jan 2022 - Present (3 years 7 months)

Manage client success and operations, leading remote teams of 30+ across multiple countries and overseeing onboarding, payroll, KPIs, and project finances to improve customer satisfaction and operational efficiency.

Client Success Operations Management Remote Team Leadership Onboarding Payroll Management KPIs Recruitment Stakeholder Management

Assistant Supervisor, Quality

Touchstone Communication

Jan 2018 - Jan 2021 (3 years)

Monitored and analyzed customer support KPIs and feedback, led quality assurance initiatives and performance reviews to reduce issues and improve Net Promoter Score and resolution metrics.

Quality Management Customer Support Metrics Analysis Zendesk Freshdesk Jira Performance Reviews NPS

Customer Support Representative

Vertex & Touchstone Communication

Jan 2013 - Jan 2018 (5 years)

Resolved customer inquiries across phone, email, and chat, provided accurate product information and troubleshooting, and proactively addressed concerns to prevent escalations and maintain positive relationships.

Customer Support Troubleshooting Communication Escalation Management Problem Solving