Fawaz Sheikh
Client Success Manager
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About
Customer Success professional with experience in SaaS support, client onboarding, technical troubleshooting, and cross-system integrations. Skilled at assisting clients with platform implementations, diagnosing system issues, and collaborating with engineering teams to resolve technical problems. Strong communicator able to translate technical concepts for non-technical users while ensuring high customer satisfaction.
Experience
CLIENT SUCCESS MANAGER at Cedar Financial (2026-01 – Present)
- Manage a portfolio of client accounts, serving as the primary point of contact to ensure satisfaction and retention.
- Led client onboarding and assisted with system integrations, ensuring smooth data flow between client systems and internal platforms
- Identified opportunities for account growth, recommending additional features, integrations, or services that aligned with the customer’s technical setup and business needs.
CUSTOMER SUCCESS MANAGER at RepairDesk (2025-05 – 2025-12)
- Monitored customer product usage and integration performance, identifying opportunities for clients to gain more value from the platform and recommending feature enhancements or workflow improvements.
- Supported customers during API and third-party integration implementations, ensuring smooth onboarding and proper system connectivity.
CUSTOMER SUCCESS MANAGER at Contour Software (2024-04 – 2025-04)
- Build and maintain strong relationships with clients, acting as their primary point of contact.
- Collaborate with cross-functional teams to ensure a seamless customer experience. Monitor client growth and provide insights and recommendations for optimization
CUSTOMER SUPPORT SPECIALIST at Contour Software (2021-01 – 2024-03)
- Investigated and resolved SaaS platform issues by analyzing system behavior and troubleshooting client-reported problems
- Documented support cases and tracked issue resolution through ticketing systems. Guided customers through platform functionality and best practices
SALES AND CUSTOMER SUPPORT EXECUTIVE at Ibex Global (2017-09 – 2020-12)
- Leveraged strong communication and problem-solving skills to manage customer interactions efficiently, fostering positive relationships and loyalty.
- Achieved sales targets consistently over the past year, contributing to a significant increase in overall team revenue
Education
Bachelor of Commerce – OXFORD BROOKES UNIVERSITY (2017-09 – 2021-06)
