House No 432/A, Johar Town
Lahore. Pakistan
Cell: -
Nabeel Ayaz
-
PROFESSIONAL SUMMARY
An experienced professional having over 13 years of experience in R&D,
Account Management, Sales, Customer Success, User Experience,
Marketing/Growth, Executive Assistant, Training, SaaS Models, KPI’s/Metrics.
My professional experience through these years has been associated working
with Private Corporations, Startups, and Small Businesses. I hold excellent
knowledge of inbound and outbound (B2B/B2C) customer lifetime value (CLV)
stages, which allows the ICP get through the funnel, segmentation, forecast
revenue, client health & overall experience.
I have got extraordinary computer software & hardware skills with the urge of learning every next
tool, especially fast-growing technology. I hold an A+ presentation and natural communication to
deliver tasks/projects using agile tools.
The skillsets and abilities at my disposal make an impactful contribution with the people I work!
Academic Qualification
Pre-Engineering – Gov Shalimar College for Men
August 2003 – July 2005
Employment Experience
Account Executive - Growth
Invisible Technology Inc. (US Based), Lahore, Pakistan
Sept 2018 – Present
Leveraging the capabilities of Humanity, Sales & Customer Success divisions of Invisible
Technologies are provided with the expertise to make improvements in those areas. The company
has witnessed significant growth and improvement as a result for the first half of 2019. Key
achievements of this position are:
Responsibilities & Achievements:
•
30% MRR growth through new acquisitions and upsells
•
Expansion of Enterprise clients from 5 to 60
•
Improvement in CSAT/NPS/CES from 5 to 10
•
Reduction in Churn from 30% to 6%
•
Target: $10,000 MRR. Hit $13250 MRR in March off of ~140 qualified leads w/a 20% close rate
•
Company valuation from $1 million to $20 million in Series A by EOY
•
Featured in Forbes as the top 5 companies in its industry
•
Effective use of CRM for funnel management and accurately forecast sales activity with given pipeline
by Marketing
•
Collaborate with growth and marketing to expand pipeline and increase sales velocity
•
Establish effective sales strategies and tactics that result in new account business generation
•
Partner with CSMs to proactively gather, analyze and leverage data on customer changes, industry
trends and competitive dynamics
Enterprise Account Executive | Client Success
Humanity Inc (US Based), Lahore, Pakistan
Sep 2015 – July 2018
Humanity is a employee scheduling software that helps business manage shifts, schedules, payroll,
time clocking. Build optimized, compliant work schedules. Integrated with existing HCM platform.
Manageable via any mobile device.
Responsibilities & Achievements:
•
First enterprise deal closer out of 7 A.E’s with 1 Year contract of $13k
•
Given Employee of The Year 2016 & 2017, Connective 2 times
•
Ran entire sales cycles including Deep Discovery, Demonstrations, POC’s, and Signed Agreement
•
Maintaining an active sales pipeline of 300 prospects (120 MQL’s > 50 SQL’s) North America
•
Sales Target: $1700 MRR. Hit $3449 MRR in July off of ~100 leads w/an 18% close rate.
•
Consistently exceeding metrics for Customer Success/Account Executive role over multiple quarters
on average above 200% of given monthly quota
•
Sales, Onboarding and Account Management of SMB accounts, and drive expansion/upsell
•
Developed communication strategies for customers to increase adoption and reduce churn
•
Conducting live, in-depth, ROI driven product demonstrations tailored to customer needs
•
Providing diagnostics and customer feedback to our Product team for product improvements
•
Providing full implementation/product training for new customers
•
Key customers account won: Kaiser Permanente, Honeywell, AAA, and Many More
Treasury Analyst
Future Now Pvt Ltd (US Based), Lahore, Pakistan
May 2015 – Aug 2015
Prime Communications, being one of American Telephone and Telegraph’s (AT&T) National
Authorized Retailer, has grown from a single store to well over 600 retail locations since 1999 and
Future Now Technologies has been given the opportunity to manage its all back end operations.
Responsibilities & Achievements:
•
Oversees the flow of cash & Monitor and verify data provided and highlight mistakes and validate
them using ERP (RQ4)
•
Keeping records, managing transfers, and engaging in other activities related to monitoring the
supply and movement of cash
•
Performing cash reconciliation with Bank of America, Chase Bank, PNC, Wells Fargo Etc.
•
Identifying and evaluating the discrepancies thereon
•
Emailing Store Managers, Regional Store Managers, Regional Directors, and EVPs for the investigation
of identified issues
•
Preparing assessment of issues and placing reconciliation comments thereon
•
Preparation of revenue assurance analysis report
•
Performing analytical procedures to evaluate the discrepancies from desired results and taking steps
to ensure the mitigation of future losses
Manager Technical/Billing/Sales/Support
InvoCode Pvt Ltd (UK Based), Lahore, Pakistan
Nov 2011 – July 2014
InvoCode is a smartphone and tablet monitoring software designed for parents who wish to
monitor their children under 18 years and employers who want to keep track of their employees
through company-owned smartphones and tablets for ethical monitoring purposes.
Responsibilities & Achievements:
•
Achieving given weekly/monthly KPI’s
•
Designed Technical SOP for the team, training new hires and updating training manuals
•
Reporting to Ops Director weekly/monthly team & end-user report
•
Working with the support and product development personnel to troubleshoot, workaround existing /
New product Issues
•
Created Knowledge Base Articles / Technical Notes
•
Prioritize both time and projects, working independently
•
Producing weekly report based on reported issues
•
Providing Guidance & Solutions to LEVEL I (Live customer support) Cases
•
Proactively stay up to date with all the latest technologies/development concerning InvoCode product
and providing feedback to relevant engineers
•
Setting Appointments to given B2B clients
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To update Level 1 support with new features in the application
•
Taking care of interested affiliates/reseller
•
Managing Monthly Team Shift Schedule
•
Managing multiple products / Support / Sales & Billing
Customer Support Specialist Level I & II
Vopium A/S Pvt Ltd. (Global Support), Lahore, Pakistan
May 2010 – Nov 2011
Vopium is a software-based mobile communications and remittance solutions provider offering low
cost or free calls capability on a white-label basis using VoIP and Wi-Fi technology. Founded in
2006, Vopium has its main offices in Denmark and Luxembourg, with the development team
located in Pakistan.
Responsibilities & Achievements:
•
Achieving given weekly/Monthly KPI’s while using FCR framework
•
Designed Vopium’s CS Playbook for new hires
•
Updating Process & Modules with strategic planning
•
Reporting to my Manager Daily/Weekly work summary
•
Working with support, product development team to troubleshoot and workaround product Issues
•
Created Knowledge Base Articles / Technical Notes
•
Prioritize both time and projects, working independently
•
Recognize and escalate difficult technical / business issues to LEVEL III within the Sales, Customer
Support, and Product Development Engineers
•
To update PHP in case of bugs or Website Malfunctions
•
Inbound & Outbound customer support / Sales & Billing
International Sales Executive / Student Counselor
Axact Pvt Ltd. (Global Market) Lahore, Pakistan
Feb 2009 – March 2010
Axact has over 40 million customers worldwide. Their International sales department offers inbound,
outbound sales, support calls, emails and live chats on 24/7 basis around the year. As the International
Sales Executive, I should be able to take care of its student's pre & post-admission questions.
Responsibilities & Achievements:
•
Achieving given quarterly sales target, while handling multi clients on live chat
•
Inbound & Outbound Sales / Support
•
Maintaining a good relationship with students
•
Change management and strategic planning
•
Provided quality customer service with a high volume of central processing and distribution center
•
Maintained service, talk/wrap uptime, data, client and consumer satisfaction levels
Customer Support Level II Assistant Team Lead
Suits Me Online Pvt Ltd. (U-K Based), Lahore, Pakistan
July 2007 to Feb 2009
Suits Me Entered the market with the first retail clothing outlet on the 23rd of April 2005, have
revolutionized the concept of retailing, and taken it into a new era. With the idea of high-quality
products, at low prices, which has allowed them to open branch after branch, and still going.
Responsibilities & Achievements:
•
Promoted within 1 year from Support Executive to Level II Assistant Team Lead
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Online order taking & payment processing while resolving Level II escalations
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Processing orders - Maintaining the accounts. (Debits and Credits)
•
Managing Quarterly Launch of Product Catalogue
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Parcel Tracking through Royal Mail & Solve Level, I Queries
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Maintaining a check and balance in the delivery of the goods
•
Seasonal Outbound Campaigns
Skills
Languages
Expertise
Technical
Transferrable
English
Punjabi
Urdu
Project Management
Strategic Planning
Growth Strategy
Sales Engineering
Research & Development
Data Analytics
Learning Development
Customer Success
System Design &
Optimization
Documentation
Presentation Decks
Business Process
Automation
HubSpot, Salesforce
Asana, Jira, Confluence
Adobe Acrobat
MS Office
Zendesk, Intercom
Team Builder
Adaptive
System Optimizer
Initiative Driver
Strategist
Social Influencer
Problem Solver
Patient
Entrepreneurial Thinking
Day to Day Tasks
Management
