Nine years, one discipline.

Enterprise customer success, and solution architecture for a highly customisable platform stack. I'm involved before the contract closes, not after it. Roughly five months after I joined, the company reached monday.com Platinum partner status, work I contributed to directly.

• Pre-sale solution design. Sitting with the client to understand what they're actually trying to achieve, and making sure what they're about to buy fits their process rather than the other way round.
• Solution architecture. Writing the architecture with the client. Their process, and how the product is shaped to serve it. Often across several products plus their existing ERP.
• Implementation leadership. Building the roadmap and directing the implementation team so what gets built matches what was designed.
• Post-sale ownership. Adoption, success planning, business reviews, renewal and expansion across the book.
• AI inside the function. Around nine skills and agents built to date, covering business reviews, segmentation, meeting actions, proposals and cross-channel reporting.

Webinars, success stories and templates that help people get more out of the platform. Working with product and marketing on feature awareness, and turning satisfied accounts into reference customers.

Strategic enterprise and mid-tier accounts, onboarding through renewal and expansion, and escalation point for accounts at risk.

• Moved the partner tier. Aulysius was a monday.com Silver partner. I contributed to the work that took the company to Gold.
• Designed a scalable churn-mitigation play adopted across the whole CS team.
• Built ROI reporting that translated feature adoption into a figure a finance team recognises.
• Partnered with sales early in acquisition to set expectations and align success metrics.

Built the customer success function from nothing at a mobility fintech scaling across Africa and the UAE, and led a team of eleven: three in Dubai and eight or more across international offices.

• Hiring. Contributed heavily to the hiring process, shaping what we actually screened for rather than inheriting a generic profile.
• Coaching and performance. Ran the same approach that worked at Apple. Clear targets, individual plans to reach them, and targeted action plans wherever performance gaps appeared.
• Building the function. Onboarding, playbooks, KPIs and a roadmap, written down so the function did not live in one person's head.
• Making the commercial case. Took a before and after to leadership and won an action plan to invest further in customer success, its tooling and its targets.
• Across markets. Piloted in South Africa, then worked with the UK market on applying the same approach.

Led an average of more than twenty T2 technical advisors, owning the client-facing escalation process for Apple's B2B accounts across cloud and hardware.

• Leading the team. Coached and performance-managed the advisors, and led the top-performing support team for six consecutive months at 85%+ CSAT.
• Closing performance gaps. Built and ran targeted action plans against individual gaps, reaching an 85% success rate in team performance improvements while consistently meeting or exceeding productivity and accuracy indicators.
• Quality and compliance. Owned quality control and service delivery monitoring, with improvement plans that pushed past performance and satisfaction targets while holding to standards and regulatory requirements.
• Method over instinct. Introduced the PPAIR methodology for escalations, cutting resolution times by 20%, and redesigned the workflows around it, lifting team productivity by 30%.
• Across functions. Led cross-functional teams to make the client experience coherent across every touchpoint rather than good in patches.
• People, not just process. Used analytics to find training needs, and SOPs that reduced absenteeism by 8%.

Founded and ran a property business. Business plan, bootstrap funding, contracting with partners, marketing strategy and brokerage partnerships.

Daily operations and dispatch. Awarded for coordinating New Year's Eve 2017 dispatch at a 92% booking success rate.

• Certified Customer Success Manager, Level 5. SuccessHacker.
• monday.com AI Agents.
• Google Advanced Data Analytics Professional Certificate.
• IBM Applied Data Science Specialization.
• Bachelor of Engineering, Petroleum Engineering. Mehran University of Engineering and Technology, 2007 to 2011.