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Muhammad Aamir

@muhammadaamir2

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Customer Support Specialist with 5 years of B2B SaaS experience.

Pakistan

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What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated Customer Support & Success Specialist with over 5 years of experience in the B2B SaaS industry. My journey has been marked by a commitment to transforming frustrated users into loyal advocates for the products I support. I have a proven track record of reducing ticket volumes and boosting Net Promoter Scores (NPS), demonstrating my ability to enhance customer satisfaction and loyalty.

Throughout my career, I have excelled in troubleshooting complex issues, onboarding clients, and documenting technical problems. My achievements include resolving 70% of Tier-2 support tickets within a 48-hour SLA at InnRoad and maintaining an NPS above 95% as a Customer Support Manager at Whatagraph. I take pride in my ability to develop scalable support resources, such as chatbot solutions that have automated over 2.9 million interactions, showcasing my innovative approach to customer service.

Experience

Work history, roles, and key accomplishments

Current

Client Services Advisor

Current

InnRoad

Aug 2023 - Present (2 years)

Troubleshot complex SaaS issues using Freshdesk/Freshcaller and documented and replicated bugs for engineering in JIRA. Authored support documentation, which reduced repeat "how-to" tickets by 25%.

Freshdesk FreshCaller Jira Bug Documentation Technical Writing Zendesk Customer Support Customer Support Management Troubleshooting SaaS B2B SaaS Teams

Customer Success Manager

Whatagraph

Feb 2022 - Jan 2023 (11 months)

Delivered over 20 daily support touchpoints via email and chat, and conducted Quarterly & Executive Business Reviews. Drove client onboarding, setup, and training, and authored help articles.

Customer Support Client Communication Onboarding Training Communication Skills Customer Success Customer Relationship Management Customer Engagement Customer Satisfaction Upselling Executive Business Review Intercom Salesforce ClickUp Slack

Customer Success Manager

Botsify Inc.

Apr 2019 - Feb 2022 (2 years 10 months)

Onboarded over 200 clients and developed more than 150 chatbots for a diverse client base. Improved the demo-to-trial ratio by 13% through onboarding optimization and trained three junior success managers in empathy-driven support.

Onboarding Chatbot Development Customer Success Training Client Services HubSpot HubSpot Marketing Automation Admin Zoom Training Materials Customization Retention

Client Manager

FilmBaily

Apr 2018 - Mar 2019 (11 months)

Served as the primary client contact for social media marketing campaigns, developing tailored ad strategies and progress reporting. Ran over 50 Facebook/Instagram advertising campaigns and supported the digital strategy for a medical conference (PSORL-18).

Client Management Social Media Marketing Advertising Strategy Facebook Advertising Digital Strategy Communication Skills Project Management Creative Direction

Customer Success Manager

Motive

Feb 2023 - May 2023 (3 months)

Supported over 80 clients using truck dispatch SaaS. Managed client onboarding and optimized the client lifecycle.

Customer Success SaaS Onboarding Client Management Quarterly Business Review SalesLoft Salesforce Technical Support

Education

Degrees, certifications, and relevant coursework

College of International Skills & Development

Certification, Digital Marketing

2017 - 2018

Completed a certification in Digital Marketing, focusing on technical communication and analytics. This program provided a strong foundation in digital marketing strategies and data analysis.

CFE Group of Colleges

CA (AFC), Chartered Accountancy

2015 - 2017

Studied Financial Services Marketing as part of the CA (AFC) program. This education provided insights into financial markets and marketing principles.

Fazaia Degree College

FSc, Pre-Engineering

2012 - 2014

Completed FSc with a focus on Pre-Engineering. This program provided foundational knowledge in science and mathematics, preparing for further technical studies.