Saeed Ahmed
Aldershot,United Kingdom
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Most importantly a passion for data and tech!
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Senior Customer Success Manager
Pendo
London
06.2021 - Current
- Technical point of contact: technology solutions development, technical solutions and solutions architecture.
- Developed marketing plans to support department strategies.
- Achieved high customer retention with concerted engagement.
- Conducted market research to understand customer base and enhance products.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Steered customer activity to meet business drivers and growth aims.
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
- Recognised blockers and implemented solutions to minimise client and account impacts.
- Optimised return on investment to improve client satisfaction and loyalty.
- Proposed policy and process adjustments to improve customer experiences.
- Made growth-focused recommendations to increase account ROI.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
Senior Success Architect
Datorama a Salesforce company
11.2018 - 06.2021
- I am client's first point of contact and serve as a trusted consultant to optimise and expand use cases
- Technical point of contact: technology solutions development, technical solutions and solutions architecture.
- I manage a portfolio of clients with over £2m AOV and have grown the portfolio 25% over the last year
- Saved a client 300 hours on data management which resulted in a 50% upsell at renewal
- I understand and assess client requirements, use cases and growth drivers to build ongoing plans for achievement
- I understand client organizational structures and business objectives to drive maximum adoption and expansion
- I ensure customers adopt and derive maximum value from their investment in Datorama, utilise their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure retention and growth
- I understand the implementation architecture and train client's on how to use the Datorama platform in a way that is tailored to their specific solution and use-case
- I manage the client relationship from onboarding onward
- Lead customer engagements including strategy sessions, trainings, and formal QBR meetings to provide ongoing value
- I collaborate with cross-functional teams such as Professional Services, Account Management, and Global Support, to ensure the proper approach is taken holistically to maximise customer satisfaction.
Data Analyst
Publicis Media
London
11.2017 - 11.2018
- The core role is to design and implement consistent and accurate client reporting, as well as defining best practices and processes
- This is achieved by working closely with the client teams to turn client data (display, search, social, analytics) into a consistent reporting solution and in turn developing insights and strategic actions
- Analyse client requirements and provide flexible, scalable data solutions & implementation designs on Datorama
- Manage and work closely with the in house technology team to ensure the proper implementation and design of Data Platform
- End to End data life cycle of the project - ETL, communication through visualisation dashboards
- Understand what data is required to plan & optimise brand experience plans that deliver against business objectives and are proven to create value
- Understand the data, analytics, and digital teams key business issues and what solutions we could build for them to help them use data in a more effective manner
- Creates the data framework and process to facilitate the designs and build online dashboard reports to address key business questions
- Facilitation of meetings and workshops with stakeholders in order to reach a common agreement with requirements
- Drove continuous service improvement initiative targeted towards the identification of processes and below average areas for streamlining and improvement.
Junior Data Scientist
Mondrian Investment Partners Limited
06.2017 - 09.2017
- Created a Machine Learning Model that predicted weekly stock price - prediction was based on the sentiment of news feeds for that individual stock and of course historical price of the stock
- NLP/Machine Learning/Word2Vector Model/LSTM
Education
MSc. Data Science -
City University of London
01.2016 - 01.2017
BSc. Chemistry - undefined
Queen Mary's University of London
01.2011 - 01.2015
Skills
- Salesforce
- Data Cloud
- Data Analysis
- Data Architecture
- Data Modelling
- Data Science
- Datorama
- Tableau
- Data Visualisation
- Machine Learning
- Python
- HTML/CSS
- Java
- ETL
- APIs
- Postman
- Automations
- Big Data
- Project Management
- Data Storage
- Relationship Management
- Project Planning
- Process Mapping
- Marketing Intelligence
- Digital Marketing
- Effective leadership skills
- Planning and execution
- Revenue growth
- Business analysis
- Detail-orientated
Certification
- Datorama Admin Certification, Level 1, 02/2018
- Datorama Expert, 11/2018
- Champion Datorama Certified, 01/2019
- Datorama Data Canvas Specialist, 06/2019
- Datorama Partner Certified - In progress
- Datorama Technical Architect - Completed (awaiting certification)
Volunteer
Team Lead - COVID Response, AMYA UK, 2002, Present, London, Not for profit organisation, Charity No. 1135657
Manage 6 regional coordinators, covering multiple localities.
Set up and manage a small operation to help those in need in these tough times.
Have a team of over 100 volunteers, who carry out tasks like: medicine delivery, shopping for the elderly and any ad hoc requests we receive.
Timeline
Senior Customer Success Manager
Pendo
06.2021 - Current
Senior Success Architect
Datorama a Salesforce company
11.2018 - 06.2021
Data Analyst
Publicis Media
11.2017 - 11.2018
Junior Data Scientist
Mondrian Investment Partners Limited
06.2017 - 09.2017
MSc. Data Science -
City University of London
01.2016 - 01.2017
BSc. Chemistry - undefined
Queen Mary's University of London
01.2011 - 01.2015
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