Open to new opportunities

Turning enterprise software into measurable outcomes.

Thirteen years across enterprise SaaS and digital strategy in MEA. I help large organisations realise value from technology - through trust, technical depth, and a stubborn focus on what actually moves the business.

See selected work Contact me
Industries & sectors I've worked across
$10M+
ARR under management
92%+
Gross retention, FY25
94%
Avg adoption, top accounts
16
Enterprise accounts, 4 markets
About

A strategic partner for customers operating at scale.

Based in
Dubai, UAE
Current coverage
KSA, UAE, Kuwait, Egypt
International experience
CEMEA, Japan, South Korea, South Africa, CIS, Oman, Qatar
Languages
English, Arabic
Focus
Enterprise CS

I work with enterprise customers in regulated industries - governments, telecoms, banks, broadcasters - where the cost of getting it wrong is high and the appetite for theatre is low.

My focus is value realisation: structured success plans, executive business reviews, and the discipline of making sure adoption actually translates into business outcomes the customer's board cares about.

The work I'm proudest of sits at the intersection of technical credibility and executive trust - being the person a Director can call during an incident, and the one their CFO listens to in an EBR.

Experience

Thirteen years, five companies, one trajectory.

From campaign and social media management to enterprise customer success across MEA and beyond.
Dec 2022 - PresentCurrent role
Sprinklr

Senior Customer Success Manager

Strategic advisor to a $10M+ ARR portfolio of 16 enterprise accounts across KSA, UAE, Kuwait and Egypt. Own end-to-end lifecycle: onboarding, adoption, value realisation, executive reviews, retention and expansion.

Value Realisation EBRs Incident Governance Expansion
  • Delivered 92%+ GRR FY25 through structured success plans, churn mitigation playbooks and a monthly Value Review Cadence; renewed a strategic telecom account by aligning commercial owners, AE checkpoints and executive sponsor on a quantified ROI storyline.
  • Drove qualified upsell pipeline (API consumption, Marketing Module, Service tier upgrades) tied to executive priorities and OKRs; secured senior sponsorship at a government ministry for a Listening contract expansion.
  • Run quarterly EBRs linking platform KPIs (ROAS, AHT, CSAT, deflection) to executive outcomes; forecast ARR and churn in Salesforce and Clari.
  • Built a KPI dashboard end-to-end for a regulatory authority, displacing a competing third-party listening tool; built a peak-event reporting framework for a utilities customer that drove adoption of Listening Consumption modules during high-volume periods.
  • Coordinated cross-functionally with a government body during a regional AWS production outage, standing up a parallel monitoring environment within hours to maintain operational continuity.
  • Influenced 5 product feature releases by translating customer feedback into structured enhancement requests; improved model accuracy via feedback loops to data science.
  • Onboarded and trained 70 users at a major public-sector customer (recognised with a Certificate of Appreciation).
  • Led EWS migrations across retail, media and financial services accounts and mentored peers through a live migration.
  • Contributed to $2.5M in renewals and upsells in FY25; secured early renewals ahead of schedule and drove a 3-year, $1M TCV renewal for a major media account through a strategic EBR.
  • Published a customer success story for a financial services account: 65.5% CSAT improvement, 50% faster case resolution, 1,500% increase in survey response rates; top 3 finalist in the CXUnifier Awards (Digital Transformation category, Nashville).
  • Improved a government customer's average response time benchmark from #22 to #3 through platform optimisation, channel enablement and migration to a new production environment.
  • Turned around a disengaged customer by building an adoption framework from scratch, increasing platform consumption from low 100Ks to 8M mentions within months.
Mar 2020 - Nov 20222 yrs 9 mos
Cheil

Senior Digital Account Manager

Grew client roster by 10% through proactive pitching and retainer expansion. Acted as team lead on the Seddiqi line of business, most notably Dubai Watch Week. Owned end-to-end digital campaign execution across strategy, media buying, creative, influencer management and reporting.

Team Lead Media Buying Influencer Management Digital Campaigns
  • Successfully pitched and won the Seddiqi line of business including Dubai Watch Week - owned end-to-end from pitching, pricing, briefing creatives, attending photoshoots, liaising with suppliers and vendors, to live social media coverage across multiple channels.
  • Launched Energizer's social media presence in Japan, coordinating cross-market content strategy and localisation.
  • Grew client roster by 10% through proactive pitching and incremental scope expansion on existing retainers; managed client relationships with proactive proposals that generated incremental revenue.
  • Worked with the Account Director and Head of Digital to establish KPIs, goals and actionable roadmaps for clients across reach, frequency, CPM, CPC and lead-gen objectives.
  • Liaised with media agencies, production houses, influencer management teams and strategy teams to ensure campaign quality from inception to execution.
  • Oversaw media plans, MRFs and always-on budgets; managed Account Executives to ensure community management ran smoothly and content was posted on schedule.
  • Defined project budgets and reconciled FTE allocation at year-end to maximise ROI and ensure efficient resource use.
  • Identified key market trends and conducted market research to inform campaign strategy and client recommendations.
Jun 2014 - Feb 20205 yrs 9 mos
Impact BBDO

Account Executive → Social Media Manager → Senior Account Manager

Progressed through three roles over nearly six years. Led an international team of 10+ community managers and social media executives, owned social strategy, new-business pitching, influencer campaigns and KPI setting for clients including Visa, Dubai Tourism, Commercial Bank of Dubai and AXA Insurance.

Team Lead (10+) New Business Influencer Campaigns CEMEA
  • Led an international team of 10+ community managers and social media executives on the VisitDubai (DTCM) account; also managed a team of account executives at various points.
  • Developed and implemented social media strategies for clients across banking, insurance, tourism and FMCG; worked with Account Directors and internal teams to brainstorm creative executions.
  • Owned new-business pitching, retainer negotiation, contract scoping and KPI setting for clients including Visa, Dubai Tourism, Commercial Bank of Dubai and AXA Insurance.
  • Produced quarterly market reporting for Visa across the CEMEA region (MENA, SSA, Russia, CISSEE, South Africa, Japan, South Korea).
  • Managed regional influencer campaigns locally and internationally; coordinated with production houses, suppliers, legal and other agencies.
  • Oversaw creative, technical and social quality control from inception to execution; managed the online presence of clients across all social media channels.
  • Set budgets and financial scopes of work externally and internally; met with clients to discuss advertising requirements, campaigns and budgets.
  • Produced client reports using Twitter Analytics, Facebook Insights, YouTube metrics, Sysomos, Synthesio, SocialBakers, Sprinklr, Hootsuite and Iconosquare.
  • Conducted market research, social listening and trend analysis to identify opportunities and inform campaign strategy.
Mar 2013 - Jun 20141 yr 4 mos
White Label Media

Social Media Associate

Hands-on role covering content creation, campaign planning, media buying, graphic design, photography, video production and influencer relationship management across multiple regional brands.

Content & Design Community Media Buying Photography & Video
  • Ran community management across Facebook, Twitter and Instagram for multiple regional brands.
  • Handled media buying, budgeting, campaign planning and reporting across social channels.
  • Created graphic designs, translated content and coordinated directly with customers on deliverables.
  • Produced photos and videos for social content; managed influencer relationships and coordinated campaign shoots.
Aug - Oct 20123 mos
Dubizzle

Social Media Intern

Community management and content scheduling across the platform's regional channels.

Selected Work

The wins I'd want a hiring manager to know.

Real outcomes from real accounts - retention, expansion, incident response, and product influence.
Portfolio Highlight - FY25
"92%+ gross retention. 94% average adoption. Sixteen accounts across the most demanding verticals in the region."

FY25 portfolio results across public sector, telecom, BFSI, retail and media accounts in KSA, UAE, Kuwait and Egypt - through structured success plans, early renewals, and executive alignment with C-suite and ministerial sponsors. $2.5M in renewals and upsells delivered across the portfolio.

Portfolio
$10M+ ARR
Coverage
4 Markets
Year
FY25
Case 01

Kept a government body online through a regional cloud outage.

During a regional AWS production incident, coordinated cross-functionally with the customer's team and stood up a parallel monitoring environment within hours to maintain operational continuity.

  • Initiated a Disaster Recovery planning workstream to position the platform for SAMA regulatory compliance in KSA (currently in progress).
  • Maintained operational continuity for a high-priority government customer throughout the full incident window.
TypeIncident leadership SectorPublic sector
Case 02

Displaced a competing tool by building what they needed in-platform.

Built a KPI dashboard end-to-end for a regulatory authority that had been relying on a third-party listening tool. Centralised executive monitoring, eliminating the parallel spend.

  • Built a peak-event reporting framework for a utilities customer that drove adoption of Listening Consumption modules during high-volume periods.
  • Eliminated parallel spend on a third-party tool by centralising executive monitoring on Sprinklr.
TypePlatform diagnostics SectorRegulator
Case 03

Turned a feedback loop into five shipped features.

Translated customer feedback into structured enhancement requests; influenced five product feature releases including a social-platform API enhancement shortlisted for the roadmap.

  • A social-platform API enhancement was shortlisted for the product roadmap based on the structured request.
  • Improved model accuracy across sentiment, intent detection and ML classification via positive feedback loops to data science.
TypeProduct influence SectorCross-portfolio
Case 04

Published a success story that made it to the global stage.

A financial services customer saw 65.5% CSAT improvement, 50% faster case resolution and 1,500% more survey responses after platform optimisation - resulting in a published success story and a CXUnifier Awards nomination.

  • Top 3 finalist in the CXUnifier Awards (Digital Transformation category) in Nashville.
  • Nominated for CX Champions Award in Riyadh.
  • Secured a multi-year upsell on the back of demonstrated value.
TypeCustomer success story SectorFinancial services
Case 05

Moved a government customer from #22 to #3 in response time.

Improved a government customer's average response time benchmark from #22 to #3 through platform optimisation, adding email as a channel, and leading a cloud environment migration for regulatory compliance.

  • Collaborated with DevOps, Engineering and customer POCs to migrate the customer from a US-hosted environment to GCP in KSA to meet local data residency and compliance requirements.
  • Potential upsell pipeline includes displacing Cisco, Xebo.ai and Verint with native Sprinklr modules (Voice, CFM, AQM).
TypeAdoption turnaround SectorGovernment
Case 06

Built an adoption framework that took consumption from 100K to 8M.

Inherited a disengaged customer with low consumption and no best practices in place. Built an entire adoption framework from scratch, trained the team, and drove platform consumption from low 100Ks to 8M mentions.

TypeCustomer turnaround SectorGovernment
Case 07

Pitched, won and delivered Dubai Watch Week end-to-end.

Led the Seddiqi line of business at Cheil, most notably Dubai Watch Week and the Horology Forum - from pitching and pricing through to briefing creatives, attending photoshoots, coordinating suppliers and delivering live social coverage across multiple channels.

TypeCampaign leadership SectorLuxury
Case 08

Award-winning campaigns for #NotATourist and Visa.

Led social strategy and execution for campaigns that won six MENA Digital Awards - Gold, Silver and Bronze for Dubai Tourism's #NotATourist, plus three awards including Silver and Bronze for Visa's Impossible Deals.

TypeAward-winning campaigns SectorTourism & Finance
Education

B.Sc. Business Information Systems & Management

Middlesex University Dubai · Knowledge Village, Dubai

Sep 2009 – Apr 2013

First Class Distinction
Awards & Recognition
President’s Club 2025

Shortlisted as one of the top 4 Success Managers globally at Sprinklr and won President’s Club.

Most Accountable Award

Sprinklr, for end-to-end ownership of customer outcomes.

MEA Champions FY2025

Sprinklr Middle East and Africa Champions, FY2025.

CXUnifier Awards Finalist

Top 3 finalist in Digital Transformation (Nashville); nominated for CX Champions Award (Riyadh).

Faces to Watch Under 30

Campaign Middle East.

Regional Campaign Awards

Gold (Best Use of Social Media), Silver (Best Web Platform) and Bronze (Best Integrated Digital Campaign) for #NotATourist; Silver (Best Integrated Digital Campaign), Silver (Best Performance Campaign) and Bronze (Best Digital Activation) for Visa’s Impossible Deals.

Let's connect

Have a challenge worth solving?

I'm always open to conversations about senior CS roles, advisory work, or the intersection of AI, customer experience and regulated industries in MEA.

Send me an email View LinkedIn
Email
Ramzi.dajani@gmail.com
Location
Dubai, UAE
LinkedIn
Ramzi Dajani