Isam Babiker
Dubai
Summary
Customer Success professional with over 4 years of experience driving customer engagement, retention, and growth across dynamic sectors including SaaS, PropTech, AdTech, Startups, and Financial Services. Proven track record of aligning cross-functional teams — including Sales, Onboarding, and Product — to deliver measurable outcomes and maximize customer value. Skilled in building strong client relationships, identifying expansion opportunities through upselling and cross-selling, and managing the full customer lifecycle. Multilingual and adaptable, with a passion for ensuring long-term client success and delivering a seamless, high-impact customer experience at the enterprise level.
Overview
6
6
years of professional experience
Work history
Customer Success Manager
SleekFlow
Dubai
03.2025 - 01.2026
- Led customer success initiatives, boosting overall loyalty and engagement rates.
- Implemented changes based on feedback from clients, resulting in greater satisfaction levels.
- Utilized CRM systems to streamline customer management processes.
- Facilitated training sessions, enhancing team's product knowledge.
- Cultivated lasting client relationships through personalized service approach.
- Devised strategies to reduce churn rates amongst customers.
- Managed key accounts to enhance recurring revenue streams.
- Engaged in regular meetings with sales team for aligned business objectives.
- Piloted the introduction of new products or services into the market, reinforcing brand reputation among existing clients.
- Collaborated cross-functionally for cohesive decision-making process on client matters.
- Mitigated risks by ensuring compliance with company policies and regulations during client interactions.
- Made growth-focused recommendations to increase account ROI.
- Balanced company and client priorities to achieve mutually-beneficial arrangements.
- Drove customer experiences through targeted insights analysis.
- Led strategic business reviews to recognize successes and facilitate continued growth.
- Evaluated campaign performance to optimize return on investment.
- Deliver data-backed insights and growth recommendations.
Account Manager
Dubizzle
Dubai, UAE
05.2024 - 03.2025
- Served as the primary point of contact for assigned accounts, ensuring a deep understanding of their business objectives.
- Drive business growth by managing a portfolio of accounts, identifying opportunities for upselling and cross-selling SaaS solutions.
- Built and maintained strong, long-lasting client relationships through regular communication, meetings, and feedback sessions.
- Lead strategic client onboarding and consultative planning, ensuring seamless adoption of digital tools.
- Collaborated with product and delivery teams to provide customer insights, enhancing product features and service delivery.
- Presented tailored solutions to client challenges, driving revenue growth by upselling and cross-selling across accounts.
- Provided customers with tailored consultative calls and product training, enhancing the overall user experience.
- Qualified prospects against product, service, and company’s requirements.
- Represent the company at industry events, strengthening brand presence and generating new leads.
- Consistently exceed sales quotas by identifying customer pain points and tailoring innovative solutions.
- Negotiated contracts, achieving favorable terms aligned with corporate goals, and manage the sales cycle end-to-end with C-suite clients.
- Tracked customer lifecycle, ensuring continuous engagement through proactive outreach and problem-solving initiatives.
- Made growth-focused recommendations to increase account ROI.
Account Manager
Al Taresh Group
Dubai, UAE
06.2022 - 05.2024
- Delivered expert advisory services on Business Set Up across Free Zones, Mainland, and Offshore sectors.
- Served as the primary point of contact for assigned accounts, ensuring a deep understanding of their staffing needs and business objectives.
- Handled portfolio of 30 Accounts including (Stryker, Johnson & Johnson).
- Prepared and review all visa-related documentation, including visa applications, support letters, and other required paperwork for new hires and renewals.
- Assured all business and trade Licenses are updated, follow-up on official approvals and permits, to prevent unnecessary violations.
- Acted as a business advisor and supported sales team with the proper knowledge.
- Prepared regular reports for clients and internal stakeholders on account performance and service delivery outcomes.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Worked closely with HR, CEO, and relevant departments to collect and verify all necessary information for visa applications and renewals.
- Acted as primary point of contact between organization and government authorities, ensuring smooth communication and compliance.
- Ensured all contractual obligations and service level agreements (SLAs) are met.
- Provided guidance to internal stakeholders on legal and regulatory matters.
- Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
- Collaborated with cross-functional teams to ensure customer satisfaction and support organizational goals.
- Assisted Head of Operations on target map out, SLAs, KPI & achieving growth OKRs.
- Maximized client success, that resulted in 30% increase in Revenue.
Sales Executive
Abu Dhabi First Bank
Abu Dhabi
04.2021 - 05.2022
- Managed the entire sales process from prospecting to closing deals, including new business sales, expansions, renewals, and account management.
- Consistently exceeded sales targets and quotas through proactive sales techniques and effective relationship management.
- Successfully implemented sales strategies to drive revenue growth and increase market share within assigned territory.
- Demonstrated product usage and features to customers.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Fostered positive relationships with customers to enhance loyalty and retention.
- Consistently met and exceeded sales targets by 20%.
- Qualified prospects to determine future sales possibilities and improve conversion efforts.
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Generated new leads and opportunities to maximize revenue.
Customer Service Executive
Cupola Teleservices Ltd
Dubai, UAE
02.2020 - 03.2021
- Provide technical support to customers via phone, chat, or email regarding Apple products and services.
- Troubleshoot hardware and software issues on various Apple devices including iPhones, iPads, MacBooks, and iMacs.
- Assist customers with setting up and configuring their Apple devices and software applications.
- Diagnose and resolve software conflicts and compatibility issues.
- Educate customers on the features and functionality of Apple products.
- Escalate complex technical issues to higher-level support teams when necessary.
- Document customer interactions and resolutions accurately in the support ticketing system.
- Collaborate with team members to improve support processes and customer satisfaction.
- Adhere to company policies and procedures while delivering high-quality customer service.
Education
Bachelor of Business Administration - Marketing
Sudan University
KhartoumSkills
- Customer Relationship Management
- Team Management
- Interpersonal skills
- Project Management
- Upsell & Cross Sell opportunities
- Account development
- Microsoft Dynamics 365, HubSpot, Salesforce, Slack , MS Office, Tableau
- Negotiation
- Problem-solving
- Customer Success Strategy
- SaaS Product Training and Onboarding
Timeline
Customer Success Manager
SleekFlow
03.2025 - 01.2026
Account Manager
Dubizzle
05.2024 - 03.2025
Account Manager
Al Taresh Group
06.2022 - 05.2024
Sales Executive
Abu Dhabi First Bank
04.2021 - 05.2022
Customer Service Executive
Cupola Teleservices Ltd
02.2020 - 03.2021
Bachelor of Business Administration - Marketing
Sudan University