Amaar

Customer Success professional with 5+ years of experience across SaaS, customer retention, support, account management, and workforce management. Progressive experience at TCP Software spanning retention, mid-market customer success, and migration-focused customer success. Hands-on customer-facing expertise across the TCP workforce management ecosystem, including Humanity Schedule, WhenToWork, TimeClock Plus, ScheduleAnywhere, and ScheduleBase.

Proven record of managing large SMB/mid-market books of business, protecting recurring revenue, driving multi-year conversions, executing customer migrations, and supporting a diverse international customer base across six continents and multiple time zones.

MIGRATION CUSTOMER SUCCESS MANAGER at TCP SOFTWARE (2026-01 – Present)

• Manage a diverse customer base across multiple industries spanning six continents and variable time zones, adapting communication, scheduling, and customer engagement to international operating environments.
• Successfully migrated 75 customers representing $125,000 in migrated ARR to TCP's target platform, with multiple customers committing to multi-year contracts as part of the migration journey.
• Guide customers through migration readiness, platform transition, product education, stakeholder coordination, and adoption while maintaining continuity of business operations.
• Leverage expertise across TCP's workforce management portfolio to understand customer environments, address migration needs, and support successful adoption.

MID-MARKET CUSTOMER SUCCESS MANAGER at TCP SOFTWARE (2025-01 – 2026-01)

• Managed a diverse customer base across multiple industries spanning six continents and variable time zones, maintaining consistent customer engagement across geographically distributed accounts.
• Managed the WhenToWork product portfolio across up to 1,200 SMB and mid-market customers, maintaining a regular customer check-in cadence.
• Managed customer relationships with a focus on retention, product adoption, customer outcomes, renewals, and long-term account health.
• Served as a strategic point of contact, identifying customer needs, resolving risks, and improving the value delivered through workforce management solutions.

RETENTION SPECIALIST at TCP SOFTWARE (2023-07 – 2025-01)

Role subsequently rebranded/retitled as SMB Customer Success Manager; this was a title rebranding, not a promotion.

• Managed a diverse customer base across multiple industries spanning six continents and variable time zones, coordinating regular customer engagement across globally distributed SMB accounts.
• Managed a book of approximately 800 SMB customers, each with less than $10,000 ARR, using a structured quarterly customer check-in cadence.
• Maintained 90% GRR throughout the role while proactively managing retention risk and customer relationships.
• Achieved the highest longer-term conversion rate on the team for two consecutive quarters, leading the team in both dollar value and number of multi-year contracts signed.
• Proactively engaged customers to understand business needs, educate them on product capabilities, improve customer outcomes, and identify appropriate expansion and longer-term contract opportunities.

CUSTOMER SUCCESS MANAGER at LIVEADMINS LLC (2023-02 – 2023-07)

• Managed client relationships and supported business success through proactive communication, coordination, and customer-focused problem solving.
• Worked cross-functionally with Operations, IT, Deployment, Quality, Training, and Finance teams to address client requirements and service needs.
• Supported customer education and maintained operational reporting and documentation.

CUSTOMER SUPPORT EXECUTIVE at IBEX GLOBAL INTERNATIONAL (2021-12 – 2023-02)

• Regularly handled 120+ inbound calls during standard 8-hour shifts during high-volume peak periods, including major holiday seasons, while maintaining service quality and resolution standards.
• Selected as Employee of the Month for five consecutive months, achieving the highest number of calls answered and tickets closed while also maintaining the team's highest First Interaction Resolution (FIR) rate.
• Supported the Western Union inbound voice campaign, assisting customers across the North American region with money-transfer transactions, transaction-related inquiries, and service concerns.
• After approximately eight months, advanced into NAM Agent Support, shifting from individual consumer support to assisting Western Union shopkeepers and agents with transaction-processing and operational concerns.
• Handled Agent Victim Fraud (AVF) calls, supporting the reporting and escalation of suspected fraudulent transactions involving Western Union agent locations.
• Managed high-volume inbound interactions, accurately documented cases and transaction details, followed verification and compliance procedures, and escalated complex or sensitive cases appropriately.

B.Sc. in Biotechnology – Virtual University (2021)

A Levels in Pre-Medical (2018 – 2020)

O Levels in Sciences (2011 – 2014)