Mahmoud Ahmed

As a Senior Customer Success Manager, I specialize in ensuring a seamless experience for clients using ERP and SaaS solutions. My role bridges the gap between technical problem-solving, customer relationship management, and operational coordination.

I focus on:
✅ Handling escalated customer issues by providing technical resolutions and ensuring satisfaction.
✅ Conducting urgent product demos for high-priority clients to accelerate adoption.
✅ Reviewing and analyzing negative customer feedback (calls & chats) to enhance service quality.
✅ Coordinating with sales, accounting, and technical teams to manage paid services and data migration.
✅ Proactively identifying customer challenges and working with development teams to improve the product.

With a strong background in ERP systems, customer success, and technical support, I am passionate about helping businesses maximize the value of their software solutions while driving long-term customer retention.

• Contributed to the development of long-term IT strategies, aligning business objectives with technology solutions that ultimately enhanced overall operational efficiency.
• Troubleshoot and resolve complex technical issues in a timely manner, maintaining high levels of system uptime and end-user satisfaction.
• Delivered individualization by working with clients to gather business requirements.
• Identified opportunities for system improvements by conducting regular gap analyses between current operations and desired outcomes.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Managed customer expectations and relationships through easily understood explanations and clear communication.
• Troubleshooting incidents reported by end-users are used to schedule system changes and identify permanent solutions.
• Analyzed existing systems and databases and recommended enhancements to solve business needs
• Taught end users to navigate ERP systems by developing and presenting training sessions.
• Enhanced ERP system efficiency by implementing process improvements and customizations.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Translated complex technical issues into digestible language for non-technical users.