Mohammed Shahrukh

Growth Consultant at Turnitin | Ex KeepTruckin

San Francisco, CA

1

Office Hours

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About

Experienced Customer Success professional focused on building teams and advising Customer Success implementation in growth stage startups. I also teach Customer Success to a global audience, wanting to break in the world of CS! Happy to connect and share more.

Ask me about
Customer Success Training Providers
Startups
Work experience

Apr 2021 - Present

Remotebridge.

Founder

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Jun 2020 - Present

Turnitin

Growth Consultant, Pakistan

Jan 2020 - Present

The Customer Success Network

Individual Contributor

Contributing to the community of CS professionals across Europe.

Feb 2019 - Present

NowILearned

Founder and Contributor

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May 2020 - Mar 2021

KeepTruckin

Manager - Commercial Customer Success

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Jan 2019 - May 2020

KeepTruckin

Lead - Up Market Customer Success

• Interviewed, hired and mentored an international team of Customer Success Managers based in USA and Pakistan • Led the team to serve a sub-segment of more than 1k unique customers with over ten million dollar ARR under management • Devised quarterly KPIs/OKRs to retain and grow recurring subscriptions • Fostered a culture of trust where people feel safe • Maintained transparency and strong top-down communication • Utilized tools such as Fellow.app, Pathlight and Salesforce to run effective weekly 1:1 meetings • Developed and improving processes across Billing, Technical Support, Product, Order Management and Sales to improve customer experience • Maintained exemplary relationship and collaboration with internal teams to deliver on customer expectations

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Jun 2018 - Dec 2018

KeepTruckin

Lead - Customer Onboarding

• Led a team of Customer Success Associates assigned to onboard a large number of new customer signups • Devised onboarding playbooks for new hires • Helped increase the adoption percentage across the SMB/VSB segments • Improved time-to-value and activation rates • Effectively led customer trials with 90% conversion rate

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Jan 2018 - Jun 2018

KeepTruckin

Customer Success Associate

• Provided navigational training to new customers via phone and ad-hoc email support • Handled a large number of kickoff trainings on a daily basis • Went above and beyond to meet customer requirements on timing of the training • Contributed to process improvement as an individual contributor • Created a central repository for Reference Customers to help the Sales team win new business • Met/exceeded weekly, monthly and quarterly onboarding goals

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Feb 2017 - Dec 2017

KeepTruckin

Technical Support Specialist - Customer Success

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. • Fielded a high number of inbound phone calls/emails to deliver effective support and remotely resolve service issues • Assisted customers in identifying issues and explained solutions to restore service and functionality

Jun 2014 - Jan 2017

MTBC

Account Manager - Product Implementation

• Managing and training close to 300 unique medical practices across US to stay compliant with the use of Electronic Health Records • Provided cloud-based software training to healthcare providers through remote access using LogMeIn • Helped providers use the MTBC EHR to electronically prescribe medication • Managed multiple integrations within the EHR • Closely worked with IT engineers to resolve bugs/errors

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Aug 2013 - Mar 2014

Touchstone Communications

Quality Improvement Specialist

Jan 2012 - Feb 2013

Global Outsourcing Agency

Customer Service Representative

Sep 2010 - Jan 2012

oDesk

Freelancer

Education

2013 - 2017

Bahria University

Master of Business Administration (M.B.A.), Logistics, Materials, and Supply Chain Management

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