Talat Ahmed

I’m a Customer Experience leader with 7+ years managing high-value B2B/B2C accounts across e-commerce and D2C environments. I focus on translating customer business goals into adoption, renewal, and expansion outcomes—backed by data-driven playbooks and clear stakeholder communication.

At ShopDeck (SaaS/D2C), I own the full customer lifecycle for enterprise and mid-market seller accounts, advising clients from operational stakeholders to senior decision-makers. I’ve sustained 70 NPS across the portfolio through proactive relationship management and early risk identification, supported by 95% SLA adherence.

My revenue impact comes from structured account strategy and execution. I built and scaled a $2M ARR renewal and expansion pipeline while leading a 22-person client-facing team managing a $4.3M ARR book; I also reduced time-to-value by 40% with a 30-60-90 day adoption framework, and decreased resolution cycle time by 70% through a cross-functional workflow redesign.

I bring technical fluency to drive measurable product usage, including integration workflows and use-case-specific configurations. I’ve deployed AI-led learning and handling automation—using an AI-video learning center and business requirement playbooks to reduce manual intervention by 60%—and I architected a dispute resolution system delivering a 90% settlement rate and recovering ~$55K annually.