Samir Mugharbil

Dynamic and results-driven Customer Success Manager with 15+ years of experience in fostering strong client relationships, ensuring customer satisfaction, and driving product adoption. Expertise in the Public Sectors, Manufacturing, Education, Health, SME.., with a proven track record of helping clients achieve their goals through effective onboarding, training, and ongoing support. Adept at identifying opportunities for upselling and cross-selling, while leveraging data-driven insights to enhance the overall customer experience.
Key Skills:
• Client Relationship Management: Exceptional interpersonal skills with the ability to build rapport and trust with clients at all levels, fostering long-term partnerships.
• Onboarding and Training: Skilled in designing and delivering comprehensive onboarding programs and training sessions to ensure clients are fully equipped to utilize products effectively.
• Problem Solving: Strong analytical and troubleshooting abilities, with a proactive approach to identifying and resolving client issues to ensure satisfaction.
• Product Knowledge: In-depth understanding of Oracle and AWS and their applications in various business environments, enabling tailored support and solutions.
• Data Analysis: Proficient in using analytics tools to track customer engagement, measure success metrics, and identify trends for continuous improvement.
• Cross-Functional Collaboration: Effective collaborator with sales, marketing, and product teams to relay customer feedback and drive enhancements in offerings.
Education:
• Bachelor’s Degree in Management Information System | Concordia University | 2006
Certifications:
• Certified Oracle Cloud Infrastructure Foundations 2021 Associate 
• Certified Oracle Autonomous Database Cloud 2019 Certified Specialist
• Certified Oracle Cloud Infrastructure 2019 Certified Architect Associate
• Certified Oracle Cloud Infrastructure 2021 Certified Cloud Operations Associate
• Certified Microsoft Certified: Azure Fundamentals 2020
• Certified Information Technology Infrastructure Library (ITIL) V.3 Foundation level

Personal Attributes:
• Excellent communicator with a customer-centric mindset, dedicated to enhancing the client experience.
• Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment.
• Passionate about driving customer success and committed to continuous learning and professional development.
 

Customer Success Manager                                                             Mar 2021 – Present

Specialists for Advanced Systems| Riyadh                                         

• Developed and implemented a strategic plan to identify at-risk accounts, reducing churn by 15% and securing key accounts. 
• Initiated a customer feedback loop with the marketing team, leading to a 40% increase in user engagement based on campaign adjustments.
• Conducted quarterly business reviews with top 10% of accounts, which facilitated an average increase in contract value by 30% annually. 
• Negotiated and renewed contracts with a 98% success rate, ensuring long-term partnerships and stable revenue growth.
• Analyzed customer usage data to guide product development and collaborated with sales and marketing to redesign the customer journey, increasing lead conversion by 25% in three months.

Digital Transformation Manager                                                    Dec 2019 – Feb 2021

Specialists for Advanced Systems| Riyadh                                         

• Generated an organizational digital transformation strategy to ensure the organizational understanding of digital development with clear objectives and timelines.
• Identified opportunities to improve operations by developing and implementing technology solutions that uplifted staff moral by 60%. 
• Ensured that users are able to adapt to new technology and optimal use of software to improve efficiency and effectiveness through the managing of training and practical support.
• Exceeded stakeholder expectations through the application of stakeholder and change management disciplines.

Senior Customer Success Manager                                                         Aug 2016 – Nov 2019 

Oracle Corporation | Riyadh

• Led a portfolio of 15 strategic accounts, fostering relationships and successfully upselling services contributing to a 20% increase in annual contract value.
• Developed a customer engagement strategy that increased product adoption by 35% through tailored workshops, and implemented data-driven success plans, achieving a 98% retention rate and 15% churn reduction in my account portfolio.
• Spearheaded a cross-departmental team to address key customer issues, reducing resolution time by 40% and enhancing overall customer satisfaction scores.
• Negotiate and closed multi-year renewal agreements with key accounts, achieving 150% of the targeted renewal rate.
• Advocated for customer needs to influence product development and increase feature adoption by 25%, while fostering strong relationships with key stakeholders across diverse accounts.
• Orchestrated the onboarding of new enterprise-level customers, reducing time-to-value by 50% compared to the previous year.
• Led quarterly business review QBR with C-level executive across multiple key accounts, influencing the decision-making process and alignment for our services with their strategic goals.

Senior Technical Account Manager – Professional Services              Apr 2011 – July 2016

Oracle Corporation | Riyadh

• Managed service delivery for high-value projects over $500K in Saudi Arabia and Yemen, ensuring timely, under-budget completion. Coordinated deliverables and led weekly meetings that reduced decision-making time by 30%, speeding up project execution.
• Coordinated successful product deployments, achieving up to 99.9% system uptime, and collaborated with product teams to relay customer feedback, resulting in a 15% increase in satisfaction ratings.
• Oversaw multiple projects, including ERP implementation, while supervising technical activities between Oracle and customers to ensure success. Managed escalations related to deliverables, schedule, and budget, and resolved conflicts while mentoring team members.
• Drove solution upselling through strategic service delivery planning, optimizing processes to reduce operational expenses by 20% and increase profit margins by 15%.
• Awarded Employee of the Month in 2012 for performing great work in complex project.
• Track customer engagement and satisfaction levels to proactively identify needs and address potential risks.

Production Project Manager                                                            Apr 2008 - Mar 2011

Leesta Industries LTD | Montreal                                                                

Business Analyst                                                                                  Jan 2006 - Mar 2008

Leesta Industries LTD | Montreal

Business Analyst                                                                          Nov 2004 - Dec 2005

Webhelp Canada Inc | Montreal                                                                                      

Sales Customer support Representative                                           Jan 2003 - May 2004 

All American company | New Jersey

Supply Chain Manager                                                                         Feb 1995 - Nov 1999 

Al-Rashed Trading & Construction Company | Khobar

Concordia University                                                                                               2006

Bachelor Management Information System                                

Delaware Technical & Community College                                                           2004

Associate Management Information System

University of Damascus                                                                                            1994

Associate Accounting