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Khaled El-Naqib

@k-elnaqib

Message

I drive enterprise customer retention, escalations, and success across Americas and EMEA accounts.

Egypt

Message

What I'm looking for

I'm looking to continue driving enterprise customer success, account advocacy, retention, and complex technical escalations while using customer feedback and operational insights to improve service delivery.

At IBM, I lead customer success and account advocacy for enterprise clients across the Americas and EMEA, including the U.S. Department of Energy. I onboard clients, establish success pathways, build trusted relationships, and support long-term retention.

I manage high-priority Sev1 incidents by coordinating technical teams and third-party vendors, maintaining clear client communication, and tracking resolution progress through case reviews and weekly reports. I also use NPS reporting and postmortem analysis to identify service bottlenecks and create action plans that improve customer experience.

My foundation is more than seven years of technical support across VMware, Linux, and open-source environments, where I diagnosed production issues, partnered on escalations, documented incidents, and recommended process improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

IBM

Jan 2020 - Present (6 years 7 months)

Onboarded enterprise clients, served as primary point of contact, and drove retention across Americas and EMEA accounts. Led case reviews and resolved high-priority escalations.

Client Onboarding Relationship Building Customer Retention Escalation Management

Account Advocate

IBM

Feb 2019 - Dec 2023 (4 years 10 months)

Managed account advocacy operations for high-profile clients, including the U.S. Department of Energy. Led critical incident responses and coordinated with technical support units and third-party vendors.

Account Management Case Management Critical Incident Management Third Party Coordination Reporting Client Communication

NPS Analyst

NPS Analytics & Reporting

Apr 2019 - Jan 2022 (2 years 9 months)

Generated comprehensive monthly NPS score reports across Multivendor Support portfolios. Conducted postmortem analysis on Passive and Detractor feedback cases to identify operational drivers of customer dissatisfaction.

NPS Analysis Root Cause Analysis Reporting Executive Collaboration Action Planning

Technical Support Engineer

IBM

Dec 2012 - Feb 2019 (6 years 2 months)

Delivered remote technical support to global clients and IBM technical personnel in high-volume production environments. Applied diagnostics and troubleshooting methodologies to resolve issues and collaborated with Level 2 support for escalations.

Technical Support Troubleshooting Diagnostics Knowledge Base Incident Documentation Escalation Management Process Improvement

Quality Assurance

IBM

Jan 2018 - Jun 2018 (5 months)

Audited case documentations and evaluated recorded support calls to ensure compliance with service standards. Delivered timely quality assessments and performance reports, and conducted coaching sessions to address performance gaps.

Quality Auditing Performance Evaluation Coaching Leadership Compliance Reporting