Open to opportunities

Hibaq Farah

@hibaqfarah

Customer Success and Program Leader with 8+ years of experience managing enterprise relationships across fintech, lending, and SaaS environments.

United States

Message

What I'm looking for

I'm looking to lead customer success or program initiatives where I can improve account health, product adoption, retention, and customer experience while partnering closely with Product, Engineering, Operations, and executive stakeholders.

At JPMorgan Chase, I manage digital banking and wealth programs, lead executive business reviews, and turn payments metrics and customer feedback into action plans that improve account health, adoption, and delivery efficiency. I reduced project delivery timelines by 20% through data-driven workflow improvements.

I've also supported customer success at Frank, managed financial-services client portfolios at ATB Financial, improved global operations for Fortune 500 clients at Infosys, and recovered $1.2M in value through procurement analysis at Hawker Pacific. I enjoy bringing Product, Engineering, Operations, Compliance, and customers together to solve complex problems in regulated, high-growth environments.

Experience

Work history, roles, and key accomplishments

Current

Program Manager

Current

JPMorgan Chase & Co.

Jun 2023 - Present (3 years 3 months)

Managed complex financial services programs supporting digital banking and wealth clients, driving account health and operational excellence. Led cross-functional engagements with Product, Engineering, Operations, and Compliance to optimize customer-facing workflows.

Salesforce Jira SharePoint Program Management Cross functional Leadership Change Management Data Analysis

Customer Success Manager/Project Manager

Frank

Sep 2021 - Jun 2023 (1 year 9 months)

Managed institutional partner relationships in a high-growth SaaS environment, driving product adoption, retention, and value realization. Led proactive business reviews and supported renewals management through account health monitoring.

Zendesk Gainsight Customer Success Project Management Onboarding Data Analysis Stakeholder Management

Management Consultant

Infosys

Nov 2018 - Jul 2020 (1 year 8 months)

Led cross-functional initiatives across global teams to improve operational workflows and service delivery for Fortune 500 clients. Developed structured project plans and governance frameworks to enhance visibility and execution discipline.

Project Management Governance Process Improvement Stakeholder Management Data Analysis

Customer Success Manager

ATB Financial

Feb 2017 - Sep 2018 (1 year 7 months)

Managed a portfolio of 20-30 active clients, delivering high-touch service and proactive support to maintain satisfaction and retention. Acted as primary liaison between customers and internal departments, resolving service issues and coordinating solutions.

Customer Success Relationship Management Upselling Cross Selling Financial Services Stakeholder Communication

Account Coordinator in Procurement, Buying and Vendor Management

Hawker Pacific Aerospace

Mar 2016 - Nov 2016 (8 months)

Coordinated cross-functional procurement activities across buying, vendor management, and operations to support high-volume material sourcing. Supported contract drafting and negotiation, including defining SLAs, KPIs, and compliance standards.

Procurement Vendor Management Contract Negotiation SAP Data Analysis

Customer Support Specialist

Shaw Communications

Jul 2012 - Jan 2016 (3 years 6 months)

Delivered front-line support in a high-volume contact center and retail environment, resolving technical and billing issues across telecommunications products. Coordinated with technical operations teams to escalate and resolve service disruptions efficiently.

Customer Support Troubleshooting Escalation Management Contact Center Sales