Williams College

University of Sydney

Customer Success Manager

San Francisco, California, United States

Chair of Athletes' Commission Board member of KOC

International Olympic Committee – KOC

Chairperson

- Accomplished public speaker for academic and professional organisations discussing my experience in the world of competitive athletics and academia. -Profiled by numerous online and print international publications (WSJ, Vice Sports, AlJazeera, etc) on the topics of athletics, personal experience, health and sports.-Skills learned: Public speaking to crowds of 100+, participated in panel discussions, and learned how to speak to media.

Self-Employed

Public Speaking

Copper

- Promoted from Account Manager to Customer Success Manager in 7 months after successfully handling over 300 clients worth ~$2 million ARR.-Conducted consultative sessions to address workflow related or product utilization questions, best practices, and full tech stack recommendations.-Proactively identified business solutions to drive adoption by proposing unique integration solutions using a variety of tools such as Zapier, Gsuite, Zendesk, JustCall, etc.-Created processes that facilitated nimble and efficient workflows such as a segmented communication strategy that allowed us to own a large portfolio and ensured our workload never compromised the satisfaction or success of our customers.-Devised a client-facing mutual success plan to ensure key milestones were being met to increase stickiness, reduce churn, and ensure long term success.-Worked cross-functionally with Product, Engineering, Sales, and Marketing to ensure customer-centric mentality, seize important opportunities and advocate for feature requests.Stepped in to help with onboarding customers, product interview calls, handle dunning accounts, assist unmanaged customers, and own renewal conversations. -Navigated challenging customer situations regarding COVID19 pandemic, renewals, refunds, prolonged PIT tickets, and delayed feature shipping.Skills learned: Customer-centric mindset, tech stack integration, how to deliver value to customers, automating processes, client management, increasing stickiness and adoption, reducing churn, negotiating contract renewals, and how to handle disgruntled customers.

Account Manager

- Relationship building, day-to-day management and ownership of largest team portfolio of 15 clients, worth £1 million annually to the business and contributing to 20% MoM sales growth. -Devised long term strategy of engagement programs, including incentive programs, growth hacks, and creative internal channels of communication; resulted in the highest engagement rates across Europe. -Offered promotion in less than a year through meeting targets & proving professional development.Secured business development opportunities for the company with a large MNC and a premium fitness studio. -Organised the company’s most successful launch event to date resulting in record levels of customer sign-ups.Skills learned: Gained  knowledge  and  skills  in  a  wide  range  of  business  areas: marketing  & communications,  competitor  analysis,  business reporting,  client management, digital  marketing,  data  analysis,  growth  hacking,  and  impactful    presentations.

Gympass

Account Strategist

Competed as an Independent Olympic Athlete at the Rio Olympics, ending my career with a heat win and a personal record.

Rio Olympics 2016

Athlete

During my internship, I analyzed and collected data on trade flows and GDP, conducted benchmarking work on Hong Kong and Singapore, and independently made overseas phone calls to customers, suppliers, and research institutions. The output from my work module was used for client meetings and presentations, both of which I was directly involved in.

The Boston Consulting Group

Intern

First female swimmer from Kuwait to compete at the Olympic Games.

London Olympics 2012

I have competed at the World Championships in Barcelona, Spain and Kazan, Russia (2013 and 2015, respectively) and the Junior World Championships in Lima, Peru (2011).At the Indoor Asian Games in Incheon, Korea (2013), I became the first female swimmer from Kuwait to final at an international competition. I am currently the Kuwaiti female long course and short course record holder in the 50m and 100m free, as well as the 50m back.

Faye Sultan