MOHAMMED SHA'ATH (MSc, CCSM, ITIL)

As a Customer Success Manager at Nintex, I lead strategic initiatives to ensure our customers achieve maximum value from our automation solutions. My role centers on building strong relationships, driving product adoption, and aligning Nintex’s capabilities with our clients’ business goals. Key Responsibilities: - Serve as a trusted advisor to enterprise customers, guiding them through their digital transformation journey using Nintex’s process automation platform. - Drive customer engagement and retention by proactively identifying opportunities for value realization and expansion. - Collaborate cross-functionally with Sales, Product, and Support teams to deliver seamless customer experiences. - Analyze customer health metrics and feedback to develop tailored success plans and mitigate risks. Advocate for customer needs internally, contributing to product enhancements and strategic initiatives.

▪ Maintain high levels of End-to-End customer engagement with a focus on customer satisfaction and loyalty using the LAER Model of Customer Engagement (Landing – Adoption – Expansion/Growth – Renewal). ▪ Proactively Building and Managing a sustainable relationship with strategic customers. ▪ Developing Success Plans, charting a path to the customer’s desired outcome, leveraging a comprehensive understanding of products, and identifying expansion opportunities. ▪ Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity, and growth. ▪ Lead structured Business Reviews and Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps to grow their usage and promote value towards best practices. ▪ Communicating the product roadmap to customers and ensuring it meets the customer’s needs. ▪ Advocate for customer needs and requirements within the organization, collaborating with cross functional teams to address them effectively. ▪ Assisting with high-severity requests and issue escalations as needed. ▪ Proactively Monitor customer health, track key metrics, and take necessary actions to mitigate any risks or challenges.

▪ Proactively Building and Managing a sustainable relationship with strategic customers. ▪ Developing a trusted advisor relationship with key stakeholders across different levels. ▪ Ensuring all activities are closely aligned with the customer's business case and business strategy, allowing them to realize the full potential of Unifonic products. ▪ Increasing and maintaining Customer Satisfaction (CSAT) and Net Promoter Scores(NPS) ▪ Developing customer success plans, charting a path to the customer’s desired outcome, leveraging a comprehensive understanding of Unifonic products, identifying expansion opportunities for sales account managers to close. ▪ Communicating the product roadmap to customers and ensuring it meets the customer’s needs. ▪ Serving as the “voice of the customer to both product management and customer community management. ▪ Ensuring customer engagement with newsletters, webinars, and events. ▪ Identifying and assessing renewal risks for customers’ license subscriptions and collaborate with internal teams to ameliorate. ▪ Assisting with high severity requests or issue escalations as needed.

 Building a deep relationship and trust with Vendors, Partners, and End customers ensuring strong communication and collaboration across teams to bring everyone in Harmony.  Establish and retain close and strong relationships with Strategic Accounts, developing account management strategies, coordinating with internal teams (Both Sales & Technical) to deliver solutions that meet clients' requirements, and identifying opportunities to grow accounts.  Develop a holistic, deep view of customer requirements and objectives.  Develop business cases to accelerate the path to full adoption, renewals, upsell, and upgrade.  Nurturing and Adoption to assure Product utilization, Customer Satisfaction, and License Renewal.  Define the strategies to drive renewals to on-time closure, minimizing renewals risk and financial attrition as well as maximizing the Retention Rate.  Mentor and train Subscription Renewal team members as well as Sale Account Managers on Partners Side to improve their capabilities to manage, forecast, and reach the highest possible Renewal and Retention rate.  Manage Subscription Renewal Opportunities to maintain the required Renewal and Retention rate.  Onboarding Training, Education, and Enablement for Channel Partners.  Provide Sales / Presales support to Channel Partners as well as End customers.  Propose Solutions to improve Technology Adoption, performance, and align these solutions directly to Business Goals.  Contribution in strategic planning to be aligned with the vendor’s strategic goals.  Engagement in Key account planning with Sales Team throughout the sales process.  Present & communicate all products’ features and benefits to prospective customers in pre-sales situations.  Provide Product Presentation and demonstrations in customer-facing events, round tables, and workshops.

* Managerial - Managing the Technical Staff in terms of Development, Assignment, Monitoring, Control, Support, Achievement, and Performance. - Utilization of ITIL Standards, to be applied to the technical department management approach where process-based discipline is adopted. - Utilization of Prince2 Methodology to manage Technical Projects adopting The principles and themes that come into the seven processes: o Starting up a project o Initiating a project o Directing a project o Controlling a stage o Managing stage boundaries o Managing product delivery o Closing a project - Setting up Standards and Workflows. - Maintaining a mindset of Continues Improvement in terms of efficiency of Support Processes, Customer Satisfaction, and the Application of Tools for Monitoring, Management, and Optimization. - Managing Consultancy Service Cycle - Offering and Managing Service Level Agreements - Working with other Managers to ensure Operational Consistency. * Pre-Sales and Product Management. - Regularly conduct solutions’ presentations to customers, Building up Technical Proposals, design, and value proposition for variety of Products including: o Microsoft Cloud Services (Office 365 & Windows Azure) o Microsoft Exchange, Lync, and SharePoint o Microsoft System Center Configuration Manager & Operation Manager o IT Consultancy Services o ITIL-Service Management o Prince2 Methodology-Project Management o Double-Take High Availability and Disaster Recovery o Symantec Backup Solutions o Citrix Application Delivery Solutions - Proactively scope the technical solution required to address customer requirements, assesses customers’ met and unmet needs, and recommends solutions that optimize value for both the customer and the firm - Working closely with internal sales, sales support, and service resources to align solution design with customers’ business requirements - Providing coaching and professional development to team members

ERP Implementation Pre-Sales Activities in terms of Solution Design, Proposals, and Presentations

Delivering Oracle 6i, 9i, 10g (SQL/PL, Program Unites, Forms, Reports) Delivering A+ (Hardware, Software), Office Applications and Internet Delivering Networking (Implementing & Supporting Microsoft Windows, N+) Delivering Soft Skills training such as Train the Trainer & Certified Technical Trainer course (CTT+) Technical Support for Network Hardware & Software Maintenance and Troubleshooting ICDL (International Computer Driving License) Exams Supervisor