Customer Support Success

AZADEH AZZY GHIASVAND

*************@*****.*** /linkedin.com/in/azadehghiasvand

SUMMARY AND PROFILE

I have 15+ years of experience as a leader in global Customer Success, Support, and Professional Services within the B2B SaaS sector. I have a proven track record of enhancing organizational processes and infrastructure. I excel in scaling, building teams, streamlining infrastructures and solving complex operational challenges working closely with all functional teams. As a leader in customer operations, my focus is on customer retention and satisfaction to increase upsell and reduce churn

Key Achievements

Improved customer retention by over 10% by revamping onboarding processes for major clients including AES, Nike, Capital One, and Caterpillar at Vera, Fluence and Cast Iron

Nurtured significant partnerships with AT&T, DTAG, and Swisscom, contributing to a consistent annual revenue increase through strategic engagements and product deliverables at Mobile Iron.

Enhanced product delivery by managing engineering and QA teams, ensuring on-schedule and within-budget releases. Notably, increased testing automation, which expedited release cycles and elevated product quality at Cast Iron.

Build a global customer support at Fluence, Okera and Cast Iron

PROFESSIONAL EXPERIENCE:

Stealth Startup

Head of Project and Customer Operations- Consultant

Jan 2024 - May 2024

Collaborated with the executive team to develop and refine project management strategies, enhancing product release processes and customer operations techniques.

MCE

BESS Residential Customer Program Manager- Consultant

June 2023 - December 2023

Led a residential battery installation program to promote peak time battery discharge and reduce grid load.

Fluence Energy

Director of Customer Operations & Onboarding

April 2021 - May 2023

Built and directed a global 24x7 customer support and onboarding team for renewable energy projects in Australia, California, and Texas. Introduced Zendesk, trained internal employees and customers to streamline issue reporting and self-service FAQ

Transformed customer onboarding processes incorporating technological solutions that increased project visibility, reduced risks, and expedited the deployment of renewable energy projects.

Established a customer support and customer battery performance to promote visibility across the organization

VERA /Acquired by HelpSystems

Director of Customer Success & Onboarding

April 2020 - April 2021

Championed the development of a new customer journey using Monday.com, leading to increase in customer renewals through proactive engagement and problem-solving strategies

Implemented a comprehensive customer health dashboard that provided deep insights into customer engagement and product usage to the organization

Okera /Acquired by Databricks

Head of Project Management & Customer Operations

January 2018 - April 2020

Implemented Agile methodologies to streamline product updates, reduced customer support tickets and improved self-serve FAQ that directly impacted customer satisfaction and CSAT and NPS scores.

Initiated customer retention strategies for major clients, Nike and Capital One, leading to expanded business opportunities.

Held Quarterly Business Reviews at Nike campus, which played a significant role in expanding Okera’s visibility and engagement with additional Nike teams.

New Context /Acquired by Copando

Head of Professional Services

Sept 2014 - Jan 2018

Doubled the capacity of the Professional Services team, significantly enhancing operational scalability and client satisfaction

Frequent visits to GE Digital campus helped to foster trust which played a key role in driving new business success.

MobileIron /Acquired by Ivanti

Director of Strategic Partner Success

Aug 2011 - Sep 2014

Drove a successful delivery of private AT&T cloud by collaborating with internal and external engineering teams. This effort helped in extending our partnership with A&T.

Built a strong relationship with stakeholders at AT&T, DTAG and Swisscom to increase OEM revenue

Cast Iron Systems /Acquired by IBM

Senior Director of Engineering Operations

Aug 2007 - Aug 2011

Launched the operation of a multi-tenant Cloud on Amazon EC2, enabling robust 24x7 monitoring and support, which played a big role in IBM acquisition for cloud product and operation.

The monitoring uptime dashboard was essential to keep the cloud up and always running.

Director of Professional Services Kontiki /acquired by Verisign

2000 - 2007

EDUCATION AND OTHERS

Degrees

Master of Business Administration (MBA)

Computer Science (BA)

Certification

PMP Certification (Expected Dec. 2024) - Currently pursuing Project Management

Professional and Gen AI certification

Technical skills

Expertise in Zendesk /Salesforce /Hubspot /Jira /Confluence /Asana /Monday.com /MS Project /Team Planner /MS Office Tools /Google Suite /Opsgenie /Slack /Zoom /Teams /Excel /Harvest

Intermediate knowledge in AWS services /Tableau /Mysql /Splunk

Professional Affiliations

Member, Project Management Institute (PMI)

Active participant in ongoing professional development workshops and seminars focused on project management excellence and innovations.

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