Walid Darshan
Summary
Customer-focused and results-driven professional with strong experience in client relationship management, subscription renewals, and stakeholder engagement within SaaS and financial services environments. Proven ability to drive customer retention, maximise lifetime value, and deliver a seamless end-to-end customer experience. Skilled at building trusted partnerships, identifying growth opportunities, and aligning customer needs with business outcomes. Multilingual, analytical, and highly motivated to support long-term customer success and organisational growth.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Cisco Cyber Security Renewal Specialist
Emerge Infinite
2022.05 - 2026.04
- - Manage a portfolio of enterprise customers, ensuring high retention rates and long-term customer satisfaction
- - Act as a key point of contact throughout the customer lifecycle, building strong, trusted relationships with clients, partners, and internal stakeholders.
- - Lead the end-to-end renewal process, proactively engaging customers to ensure continuity of service and alignment with their evolving business needs.
- - Identify risks and opportunities within accounts, taking a proactive approach to mitigate churn and drive account growth.
- - Collaborate cross-functionally with Account Managers, Customer Success, Sales, and Operations to deliver a seamless customer experience.
- - Maintain accurate forecasting and pipeline management using Salesforce.
- - Support customers through contract discussions, resolving objections and ensuring value is clearly communicated.
Sales Representative
VMware
2021.04 - 2022.04
- - Maintained an 80%+ renewal rate by building strong customer relationships and ensuring consistent engagement.
- - Managed customer accounts with a focus on retention, satisfaction, and long-term value.
- - Responded promptly to customer inquiries, providing solutions tailored to client needs.
- - Used a consultative approach to understand customer challenges.
- - Maintained detailed account records.
Finance Case Handler (Contractor)
M&S Bank
Liverpool
2018.01 - 2020.01
- - Managed and resolved complex customer cases with high satisfaction.
- - Communicated with empathy and professionalism.
- - Investigated cases thoroughly and delivered timely resolutions.
- - Met deadlines while maintaining accuracy.
- - Provided clear guidance and support.
Education
BA (Hons) - Business Management
Liverpool John Moores University
2015.01 - 2018.01
Level 3 IT National Diploma -
City of Liverpool College
2013.01 - 2015.01
GCSEs - undefined
Calderstones School
2008.01 - 2013.01
Skills
- - Customer Success & Account Management
- - Customer Retention & Churn Mitigation
- - Stakeholder Engagement & Relationship Building
- - SaaS & Subscription Lifecycle Management
- - CRM Systems (Salesforce)
- - Data Analysis & Customer Insights
- - Cross-functional Collaboration
- - Communication & Problem Solving
- - Time Management & Organisation
Certification
- - Lean Six Sigma Yellow Belt
- - Lean Six Sigma Green Belt
- - Fluent in Arabic
- - Full UK Driving Licence
References
Available upon request
Interests
Charitable fundraising and sports including football and tennis.
Languages
Arabic
Fluent
Timeline
Cisco Cyber Security Renewal Specialist
Emerge Infinite
2022.05 - 2026.04
Sales Representative
VMware
2021.04 - 2022.04
Finance Case Handler (Contractor)
M&S Bank
2018.01 - 2020.01
BA (Hons) - Business Management
Liverpool John Moores University
2015.01 - 2018.01
Level 3 IT National Diploma -
City of Liverpool College
2013.01 - 2015.01
GCSEs - undefined
Calderstones School
2008.01 - 2013.01