Customer Success Leader with Cross-Domain Expertise

NaeemReza Vazir

M*A *B*, Etobicoke, ON 548-***-**** *************@*****.*** linkedin.com/in/nrvazir Professional Summary

Customer Success professional with over six years of experience supporting global B2B clients across SaaS, Healthcare, IoT, and Compliance domains. Skilled in onboarding, adoption, retention, and renewals, with a proven ability to align customer outcomes with organizational goals. Known for proactive stakeholder communication, process improvement, and cross-functional collaboration that delivers measurable client success and business value. Experience

SMART Centre Conestoga May 2024 – Dec 2024

Customer Success Analyst Cambridge, ON (Hybrid)

• Owned full customer journey documentation including SOPs, process maps, milestone trackers, and pain point analysis across 2 major product lines (118 SKUs).

• Collaborated with C-suite stakeholders to align KPIs with impactful ROI, driving post-implementation adoption and client retention.

• Delivered live demos and onsite training across Ontario offices to ensure successful IoT software onboarding; improved overall process efficiency and reduced unwanted material waste as well as work hours wastage by 20%.

• Led 12 Agile sprint cycles (525 hours), managing Jira backlogs, QA sign-offs, and team coordination to maintain delivery timelines by overcoming obstacles and project reporting.

• Authored 50 technical and client training documents supporting process transparency and customer success.

• Customized two Machine Visualization Systems (MVS) to deliver process-specific KPI dashboards for two different manufacturing clients in two domains, enabling faster operational decisions. Apexon Aug 2021 – Aug 2023

Customer Success Analyst II – Third-Party Risk Management Irving, TX (Remote)

• Supported Aravo’s Third-Party Risk Management (TPRM) platform onboarding, adoption, and configuration for 30 enterprise clients, improving retention and reducing compliance incidents by 30%.

• Collaborated with DevOps, QA, Deployment, and Database team, to resolve escalations and deliver feature rollouts.

• Created product documentation, workflows, and test cases to support seamless implementations and user adoption.

• Used Jira and Agile frameworks to manage sprints, change requests, and releases, achieving 95% on-time delivery.

• Mentored associates on stakeholders’ communication and implementation best practices. Meditab Solutions Jul 2019 – Jan 2021

Customer Support Impelmentation Analyst – US Healthcare Systems Sacramento, CA (Remote)

• Managed end-to-end client lifecycle for 17 US healthcare organizations across billing, claims, capitation, banking, insurance, authorization modules, and EHR integrations.

• Provided real-time chat, virtual assistance, email, and phone support to manage existing clients across IPAs and MSOs in the US HEALTHCARE having 1M+ quarterly revenue, and adhering to strict SLAs.

• Achieved strong retention and expansion through proactive support, structured issue resolution, supported product updates, bug resolution, and feature delivery.

• Maintained HIPAA compliance by interpreting EDI 835/837 files; documented SOPs to enhance response consistency.

Thomson Reuters Jun 2017 – Jul 2019

Customer Support Analyst – Trade Compliance System Vadodara, India

• Delivered Tier-2 SaaS optimization and support for 150 enterprise clients in the Global Trade & Compliance domain.

• Operated in a global support environment across all time zones, ensuring SLA compliance by monitoring networks/servers and resolving high-volume tickets through service desk tools.

• Processed and resolved an average of 1,500+ support emails per shift while maintaining strict SLA compliance.

• Responded to 800+ daily support emails and processed 50+ daily configuration updates with precision across multiple platforms.

• Collaborated with global engineering teams to improve knowledge sharing, process automation for recurring issues, and product improvements based on client feedback. Education & Certifications

Conestoga College Sep 2023 – Dec 2024

Postgraduate Diploma in Digital Solutions Management Kitchener, ON

• CGPA: 3.9/4.0 President’s Honors List Co-op at SMART Centre Conestoga. Gujarat Technological University Jun 2013 – May 2017 Bachelor of Engineering, Computer Science Gujarat, India

• CGPA: 3.23/4.0 Led Hospitality and Registration teams for inter-provincial universities events served as Training

& Placement Cell Lead.

Certifications

• Agile Project Management – Skillsoft, 2023

• Agile Business Management – Udemy, 2021

Skills, Tools & Technologies

CRM & Tools: Salesforce, HubSpot, Jira, Service Desk, ClickUp, Wrike Collaboration: MS Teams, Zoom, Google Meet, LucidChart, Google Workspace Technical: SaaS/PaaS Environments, Microsoft Office 365, Mac/Windows/Linux OS Expertise: Customer Onboarding & Retention, KPI Reporting, Process Mapping, Client Communication, Agile/Scrum, SLA Management, Compliance, Training & Adoption

Soft Skills: Client Relationship Building, Communication & Empathy, Analytical Thinking, Problem Solving, Adaptability, Team Collaboration, Process Improvement

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