Shaikh Arsalan

Customer Success professional with nearly 7 years of experience managing enterprise customer relationships, onboarding, account engagement, executive business reviews (QBRs/SBRs), contract renewals, and post-sales service delivery across global organizations including Iron Mountain, Amazon, Hudson's Bay, and Concentrix. Proven ability to manage the complete customer lifecycle, collaborate with cross-functional teams, resolve complex customer challenges, and drive operational excellence while maintaining zero customer escalations and strong stakeholder relationships.

Customer Success Specialist at Iron Mountain (2023-09 – 2026-04)

• Owned a portfolio of 80+ customer accounts across the BFSI, Public Sector, and Enterprise segments, serving as the primary point of contact throughout the customer lifecycle.
• Owned end-to-end customer engagement, including onboarding, implementation support, executive business reviews (QBRs/SBRs), contract renewals, and long-term relationship management.
• Maintained zero customer escalations through proactive communication, timely issue resolution, and effective stakeholder management.
• Partnered with Legal, Operations, Finance, Risk, and Delivery teams to coordinate customer agreements, compliance activities, and service improvements.
• Led Quarterly Business Reviews (QBRs), Service Business Reviews (SBRs), and Annual Business Reviews, presenting performance insights and strategic recommendations to enterprise stakeholders.
• Supported leadership through mentoring, workload coordination, SLA adherence, and continuous process improvement initiatives.

Transaction Risk Investigator (L3) at Amazon Development Center India Pvt. Ltd (2020-07 – 2022-11)

• Investigated high-value customer transactions to detect fraud, minimize financial risk, and ensure compliance with global standards.
• Collaborated with global stakeholders to resolve complex account issues while consistently meeting SLA commitments.
• Utilized data-driven analysis to identify process improvement opportunities and strengthen operational efficiency.
• Maintained accurate documentation supporting customer trust, compliance, and risk management initiatives.

Merchandising Administrator at Hudson's Bay Company (2019-11 – 2020-06)

• Managed purchase orders and coordinated with vendors and internal stakeholders to support merchandising and supply chain operations.
• Acted as the primary liaison between internal stakeholders, external vendors, and customers to streamline supply chain operations and ensure efficient service delivery.
• Monitored inventory planning and generated business reports to support operational decision-making.
• Worked cross-functionally to ensure smooth execution of merchandising activities.

Customer Service Representative at Concentrix (2018-07 – 2019-10)

• Delivered customer support across voice, email, and chat channels while ensuring a consistent and high-quality customer experience.
• Guided customers through product and service offerings to identify solutions aligned with their needs.
• Resolved customer concerns efficiently and collaborated with internal teams to improve service quality and customer retention.

Bachelor of Business Administration in BBA – Bangalore University