Karim Mourad
@karimmourad
Client Success Manager with expertise in technical support and customer relations.
What I'm looking for
I am a dedicated Client Success Manager at IBM, where I onboard and coach customers to leverage available resources effectively. My role involves collaborating closely with support, sales, and consulting teams to ensure high-quality service delivery. I take pride in developing a deep understanding of customer strategies and business objectives, driving the use of support services to help them achieve their goals.
Previously, I served as a Remote Hardware Technical Support Engineer at Lenovo, where I provided high-quality support for x86 servers across French-speaking countries in Europe. My efforts were recognized by the Hardware Director for achieving high customer satisfaction rates. I possess strong technical skills and excellent communication abilities, which have been instrumental in resolving complex technical issues and maintaining client relationships.
With a Bachelor’s degree in Engineering and a passion for continuous learning, I am committed to delivering exceptional service and fostering positive customer experiences. I thrive in dynamic environments and am always eager to take on new challenges that contribute to both personal and professional growth.
Experience
Work history, roles, and key accomplishments
Client Success Manager, MVS Triage
IBM
Aug 2023 - Present (1 year 11 months)
As a dedicated point of contact, I onboard and coach customers to ensure they are leveraging all available resources. I work closely with support, sales, and consulting teams to deliver service content and resolve customer needs effectively.
Lenovo x86 Remote Hardware Technical Support Engineer
IBM
Jun 2021 - Aug 2023 (2 years 2 months)
Provided high-quality remote hardware technical support for system x/Lenovo x86 servers to French-speaking countries in Europe, resulting in high CSAT rates. Recognized for high customer satisfaction in challenging countries.
Technical Support Advisor
Teleperformance
Dec 2019 - Jul 2020 (7 months)
Supported French-speaking customers in the EU with technical issues related to iOS, watchOS, and macOS, and managed hardware repair processes. Coached and mentored new hires through one-on-one shadowing and group sessions.
IT General Service Provider
Dell Technologies
Dec 2019 - Jul 2020 (7 months)
Supported the IT department in migrating employees between domains and resolved pre/post-migration issues. Assisted in preparing new hire requirements, including hardware, access, and peripherals.
Trainee
QPIX (Innovation Digital Transformation)
Sep 2019 - Dec 2019 (3 months)
Trained in creating and innovating new ideas for digital transformation, discussing outputs with clients. Collaborated with other teams to implement digital transformation outputs.
Education
Degrees, certifications, and relevant coursework
Arab Academy for Science Technology and Maritime Transportation
Bachelor Degree in Engineering, Engineering
Grade: B+
Activities and societies: Graduation Project: Multi-Input Multi-Output micro strip array antenna
Completed a Bachelor's Degree in Engineering. The graduation project focused on a Multi-Input Multi-Output micro strip array antenna, achieving a grade of B+.
Collège de la Sainte Famille - Jésuite
General Secondary Education Certificate, General Studies
Obtained the General Secondary Education Certificate. Studied at Collège de la Sainte Famille - Jésuite.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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