Aisha Bajwa
Toronto,Ontario
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 5+ years of experience and take on challenging new role.
Overview
6
6
years of professional experience
Work History
Client Success Manager 2
Benevity
07.2021 - Current
- Lead strategic consultant for large book of clients including Paramount Pictures, Pokemon, Roblox, Spotify, Intact, Toyota Tsusho, Meridian, Moody's Corporation and more
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed client feedback to identify areas of improvement for product offerings and services.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Provided exceptional support during product launches, ensuring seamless integration into clients'' existing operations.
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
- Negotiated contract terms with clients, balancing their needs with company goals to achieve mutually beneficial outcomes.
- Coordinated training sessions for clients on new product features, enhancing user adoption rates and overall satisfaction levels.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Implemented efficient processes for tracking client interactions, improving overall organization and response times.
- Use data and metrics in program/business reviews to tailor recommendations and success plans in order to increase engagement year over year
- Continuously monitored industry trends to keep abreast of competitive landscape and adjust strategies accordingly.
- Internally at Benevity: Mentorship Facilitator, Toronto Location Lead Goodness Catalyst, Beneve-buddy for new employees.
Customer Success Manager
Tyler Technologies
07.2019 - 07.2021
- Served as the bridge between the development team, internal stakeholders, and our clients
- Responsible for client on boarding, implementation and continuous discovery learning with the intent to improve customer experience and the product offering
- Partnered with development team on product roadmap, feature prioritization, and backlog grooming activities to guide the direction of the new product improvements from the client perspective
- Created and launched a client-facing content library as a secondary product which enabled clients to become independent to find frequently accessed resources, and reduced dependency on Customer Success team
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
Account Manager
The Donnee Group
08.2018 - 07.2019
- Created and presented strategic plans to stakeholders and executed fundraising campaigns
- Managed quarterly projects for each non-profit client end to end
- Handled creative product development for a direct marketing firm to help non-profit organizations fundraise
- Streamlined internal processes for better efficiency in account management tasks.
- Provided business reviews to advise on fundraiser strategies for that quarter as well as run through the results of the previous quarter.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
Research Coordinator
The Arthritis Society
02.2018 - 08.2018
- Supported the research department to organize and execute research strategy conferences
- Managed all grant receiver's data
- Wrote copy for the department including translating medical terminology into simple English
- Projects included: creating a new database to store all past and current Arthritis Society Grant receiver's information and progress.
Education
No Degree - Product Management
General Assembly
Toronto, ON12.2020
Bachelor of Arts - Social Development Studies With Specializations
University of Waterloo
Waterloo, ON07.2018
Skills
- Gainsight
- Salesforce
- Zendesk
- ChurnZero
- Totango
- Asana
- Jira
- Change Management
- Project Management
- Data Analytics and Reporting
- Risk Mitigation
- Best Practices
- Client Education
- Key Performance Indicators
- Data Analytics
- User Feedback
- Stakeholder Relationships
- Performance Goals
- Business Analytics
- Time Management
- Problem Solving
- Strategic Planning
- Strategic Communications
- Project Planning
Timeline
Client Success Manager 2
Benevity
07.2021 - Current
Customer Success Manager
Tyler Technologies
07.2019 - 07.2021
Account Manager
The Donnee Group
08.2018 - 07.2019
Research Coordinator
The Arthritis Society
02.2018 - 08.2018
No Degree - Product Management
General Assembly
Bachelor of Arts - Social Development Studies With Specializations
University of Waterloo
Similar Profiles
Tara MartinTara Martin
Senior Account Executive at BenevitySenior Account Executive at Benevity
Mani DumpalaMani Dumpala
Director, Engineering at BenevityDirector, Engineering at Benevity
Adele PieterseAdele Pieterse
Paralegal at Benevity, Inc.Paralegal at Benevity, Inc.