User details
HF
HF
Hibaq Farah
@hibaq_farah_djgrev5j7
Customer Success Manager
Nyack, NY, United States
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Member since: Jan 21, 2025Results-driven professional with over 10 years of client-facing experience and a proven track record in project/program management, consulting, and customer success. Successfully managed diverse portfolios and cross-functional initiatives across industries such as finance, fintech, procurement, and aerospace, including 3 years at JP Morgan leading high-impact projects. Skilled in building strong relationships, delivering value to clients, and driving organizational growth through strategic problem-solving and collaboration.
• Acquiring hands-on experience in Chase Wealth Management LOB, successfully leading cross-functional teams to deliver projects on time, within scope, and within budge Led full project workflows, from strategy development to actionable recommendations and implementation. Organized and initiate tasks independently and oversee them to completion, ensuring alignment with client goals and timelines.
• Developed comprehensive project plans with budgets exceeding $500,000, including defining project scope, goals, deliverables, and timelines resulting in multiple projects finishing early with a 20% reduction in project delivery time. Tracked project budgets to ensure financial accountability. Prepared financial reports and forecasts as needed.
• Collaborated with stakeholders across departments (legal, compliance, marketing etc.) to gather requirements, manage expectations, and ensure successful project outcomes. Facilitate communication and provide regular project updates Collaborated with the Change Management team to drive project initiatives for Chase Wealth Management, ensuring alignment with business goals. Served as the primary point of contact for my team, proactively managing and communicating upcoming changes with potential business impact
• Worked with firmwide risk management team to identify potential project risks and develop mitigation strategies. Monitor project progress and address issues proactively to keep projects on track.
• Maintained comprehensive project documentation, including project plans, status reports, and lessons learned
• Presented project results to senior management and stakeholders, highlighting key milestones and areas for improvement. Documented all information in the team SharePoint drive Evaluated project performance & identify opportunities for process improvements. Implement best practices to enhance efficiency. Liaised regularly with engineering and product teams regarding product bugs or technical issues affecting clients Led and designed training programs for team members and new clients, ensuring effective knowledge transfer Mentored, developed, and onboarded new team members by providing in-depth training and shadowing as the team grew Handled daily incoming requests for the team inbox from different lines of business via email and phone Actively participated in and contributed to colleague, team, and organization-wide meetings
Initially employed at an Early-Stage Start-up in the education space that ended up being acquired by JPMorgan Chase 8 months after joining Obtained extensive experience in B2B startup space wearing multiple hats as customer success manager/product manager etc working with clients, schools, and students in the financial aid process. Goal was to help students with the FAFSA trying to navigate paying for college After acquisition, was employed in the Student Solutions department at JPMorgan gaining working knowledge of Financial Services sectors (e.g., Retail Banking, Commercial Banking) and products & services (e.g. time and term deposits, lending solutions, investments, etc.). Supported clients by delivering data-driven insights and strategic recommendations, leading to improved decision-making and client satisfaction
• Collaborated with cross-functional teams such as accounting, marketing, sales etc to identify trends, generate insights, and contribute to projects that drive business growth and efficiency.
• Worked closely with different LOBs to analyze complex data sets, identify trends, and provide actionable solutions that drive business success.
• Conducted thorough quantitative and qualitative analyses to support business initiatives and strategy development, leading to more informed strategic decisions Prepared detailed reports and presentations that communicated findings and recommendations to stakeholders, facilitating better understanding and decision-making Performed market research and competitive analysis to identify industry trends and opportunities, aiding in strategic planning and competitive positioning
• Worked closely with various departments, including finance, marketing, and operations, to ensure alignment on project goals and deliverables, enhancing project outcomes
• Provided guidance & support to junior analysts, fostering their professional development & analytical skills. Identified areas for process improvement and implemented data-driven solutions to enhance operational efficiency, leading to streamlined operations Maintained ownership and managed day-to-day account activities, serving as the primary point of contact for clients, which improved client relationships Educated clients on how to best use our products and services, fostering growth in existing business partnerships
• Skilled in identifying proactive opportunities for clients and providing suggestions to increase satisfaction and revenue
I Oversaw and prioritized client orders in consulting projects, enhancing project efficiency and client satisfaction Collaborated with Fortune 500 clients to understand objectives, consult on social strategy, & develop campaigns to improve business outcomes I Built strong client relationships by understanding their business needs and challenges, facilitating effective collaboration and problem-solving Collaborated with clients to develop actionable business strategies and transformation plans, aligning with their goals and improving business performance I Guided client's priorities and strategies, ensuring alignment with long-term success goals Recommended process improvements that drove operational efficiency and enhanced business outcomes
• Collaborated with global teams, gaining nearly 2 years of experience in driving large cross-functional projects across different time zones such as New York, United Kingdom, Hong Kong & India Saved 1-3 hours work daily for users by redesigning and finalizing a systematic training document on common issues. This maximized efficiency in a constantly evolving environment that touches 1000 users daily. Partnered with various cross-functional teams (including Consumer, Accounting, Merchandising, Product, and Revenue teams) to organize and implement complex global projects and execute operational and strategic initiatives
Onboarded new customers by providing training using Salesforce and Zendesk, offering strategic advice, and responding to customer questions promptly, leading to improved customer satisfaction
• Supported a book of business of 20-30 active clients by giving recommendations via email, phone, and in-person, resulting in increased client retention and satisfaction Managed a portfolio ranging from $100,000-$1,000,000, gaining extensive knowledge in the banking and finance world, which contributed to achieving financial targets Expanded revenue in accounts by identifying and closing cross-sell and up-sell opportunities through client conversations, leading to increased account profitability Analyzed financial statements using SAP and identified trends for fraud detection, verifying transactions daily with clients, which enhanced security measures Established strong relationships with clients by collaborating and discussing tailored financial options for each account, leading to improved client satisfaction and retention Acted as the voice of the customer by gathering and communicating feedback to other departments
• Served as the primary contact and coordinator for the buying department, enhancing team efficiency by assisting the procurement team with various tasks Collaborated daily with 8 experienced procurement officers, supporting the procurement of raw materials in the aviation, transportation, and aerospace industry, which improved procurement processes Supported the creation of pricing documents such as Request for Proposals (RFP), Requests for Quotes (RFQ), and Purchase Orders (PO), ensuring accurate and timely submissions, Processed payments to be sent to vendors Drafted, reviewed, and negotiated contract terms with suppliers to ensure favorable terms and compliance with legal, including defining services, deliverables, acceptance criteria, service level agreements (SLA), and KPIs. Set up interviews with suppliers and customers and onboarded new clients to the ERP SAP system, streamlining client integration processes
• Developed presentations using market trends for aircraft manufacturers Boeing, Messier, and Liebherr, enhancing decision-making processes I Used data to solve business problems when I analyzed raw material inventory which led to findings of approx. 4.2M in inventory sitting unused in warehouse for 3+ years. Saved 1.2M when I opened warehouse space for current material
• While pursuing my degree, I worked part-time at Canada's largest telecommunications company, gaining 4 years professional experience in sales & customer support, specializing in media services, & telecommunications solutions, including telephone, internet, & mobile services
• Ensured clients received customer service, leading to increased customer satisfaction and retention Exceeded monthly sales goals consistently and coordinated with support teams to resolve technical product issues efficiently Processed payments daily up to $10,000 & developed extensive customer service and sales experience Developed experience in cross-border payments & provided assistance in addressing billing inquiries and resolving technical issues