Open to opportunities

Muhammed shabeer

@muhammedshabeer

Message

Enterprise Customer Success leader improving account health and rapid incident resolution.

India

Message

What I'm looking for

I’m looking for a Customer Success role where I can own enterprise account health end-to-end, run QBRs, lead zero-disruption transitions, and drive measurable improvements through escalation ownership, process refinement, and cross-functional collaboration.

I’m a Customer Success professional with 7+ years of experience managing enterprise client relationships and acting as the primary point of escalation for complex, high-priority issues across UK, US, and EMEA markets. I own the account lifecycle from onboarding through renewal, run executive-level business reviews, and partner across teams to protect account health while surfacing expansion opportunities.

In my recent role, I led a zero-disruption service transition for a major enterprise account by designing SOPs and governance frameworks “comparable to guiding a client through implementation to go-live.” I also improved performance by reducing resolution time by 20% and outstanding receivables by 15% through proactive process improvements and structured follow-up, and I maintain calm, decisive communication under pressure to keep customer experience consistently high.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

HCL Technologies

Jan 2024 - Present (2 years 7 months)

Serves as the primary point of escalation for enterprise client issues, coordinating technical, billing, and operations teams to resolve high-priority matters and protect account relationships. Leads zero-disruption service transitions, runs executive business reviews, identifies expansion signals, and drives process improvements to reduce resolution time and recover aged receivables.

Enterprise Customer Success Escalation Management Service Transition SOPs Executive Business Review Account Health Monitoring Cross Functional Stakeholder Management Process Improvement Resolution Times ServiceNow CSAT SLA

Major Incident Manager

Tata Consultancy Services

Nov 2018 - Nov 2023 (5 years)

Owned and managed P1/P2 Major Incidents across UK and EMEA, ensuring rapid restoration of business-critical network services within SLA targets. Led major incident bridge calls, provided real-time executive updates, and executed ITIL-aligned incident management with RCA and preventive actions to improve service stability.