At eBen, I manage SaaS implementation delivery and strategic customer accounts across HR, employee benefits, and employee engagement. I translate customer needs into functional specifications, coordinate delivery across stakeholders, and support testing through customer acceptance.
I also manage retention, renewals, and account expansion. I build customer success plans around business objectives, track account health, and work with Product and Support to address customer needs.
At Dyninno Egypt, I developed customer success strategies and analyzed customer feedback, NPS, and CSAT to identify improvements. I increased CSAT by 40% within the first year, reduced churn by 15%, and streamlined onboarding to reduce average onboarding time by 25%.
Earlier, I developed and delivered training programs at Dyninno Egypt and Raya Customer Experience, including onboarding and coaching for trainers and employees. I hold a Master's in International Management from Southern Federal University, with a thesis on strategic human resource management in Egyptian service companies.
