Wasim Rahman

About

Experienced Product Coach with 8 years of proven success in driving customer success and building strong client relationships. Leveraging deep industry knowledge and hands-on experience, I excel in guiding customers through our solutions, ensuring measurable outcomes and business success. My role is focused on delivering innovative strategies tailored to each client's needs, fostering a collaborative relationship that drives mutual success. Examples of my achievements include: Ideated and delivered multiple webinars on our solutions for topics which were the highest driver in support tickets and noted a reduction of 60% on ticket volume for those issues within a month. Collaborated with the CSM team to handle at-risk customers, resulting in a 40% increase in quarter-on-quarter renewals. Became the go-to product expert, both internally and externally, providing quick resolutions and guidance on our core solutions. As a future customer success manager, I am committed to exceeding expectations and contributing to the growth and success of both the company and its clients.

Experience

• GCSS | Product Training Specialist · Whatfix2024-07-01 –
• Product Coach I · Khoros2022-02-01 – 2024-04-01
• Technical Support Analyst · Khoros2019-03-01 – 2022-02-01
• Technical Support Officer · Convergys2016-10-01 – 2019-02-01

  Worked as a Product Support Associate for QuickBooks. Catered to NA, EMEA, APAC clients on call, remote or email as required. Worked with IDC and developed an entire LOB which helped the company acquire more than 6000+ customers and growing.

• Client Relationship Specialist · Freelancer2014-07-01 – 2016-10-01

  Being a freelancer for Social media and digital marketing, the main responsibility was to maintain transparent communication with the clients and strategize the route map for brand exposure and customer retention also ensuring new customers are being onboarded by creating and sharing relevant and engaging contents.

• Social Media Analyst · Varcas Interactive2016-01-01 – 2016-09-01
• Brand Expert · Helpchat2015-08-01 – 2016-01-01

  As a Brand Expert, we had to interact with our Users on a chat platform and provide them with the best resolution for their queries. Building good rapport with the user, Get in their shoes to understand the Query, Making sure the User is having a great chat experience and will most probably become a loyal user of our app.

Education

• Hindustan Institute of Technology and ScienceBachelor of Computer Applications (BCA)
• Sacred Heart SchoolLKG till 10th grade
• Tezpur CollegeHigher Secondary, Business/Commerce, General

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