Imtiyaz Sayyed
About Imtiyaz Sayyed
Imtiyaz Sayyed is a Senior Manager of Customer Experience at CleverTap, with a background in customer support and business development across various companies in India and Singapore. He has a strong track record of improving productivity and customer retention through innovative processes and technology implementations.
Current Role at CleverTap
Imtiyaz Sayyed serves as the Senior Manager of Customer Experience at CleverTap, a position he has held since 2021. In this role, he focuses on enhancing customer interactions and satisfaction. He collaborates with various teams to develop and launch new products and services, contributing to improved annual recurring revenue (ARR). His responsibilities also include overseeing customer support processes and ensuring the effective implementation of customer experience strategies.
Previous Experience in Customer Support and Success
Prior to his current role, Imtiyaz worked at Cloudpoint Technologies Pvt. Ltd. as the Head of Customer Support & Success from 2019 to 2021. He also held the position of Product Manager for SaaS Development & Business at CloudSocial Technologies Pte Ltd from 2020 to 2021. His experience in these roles involved managing customer relationships and support operations, which laid the foundation for his expertise in customer experience management.
Background in Business Development
Imtiyaz has a background in business development, having worked as a Senior Business Development Executive at Health Prime Services International Limited from 2015 to 2018. In this role, he was responsible for identifying growth opportunities and fostering client relationships. His experience in business development complements his customer experience focus by providing insights into customer needs and market trends.
Educational Qualifications
Imtiyaz holds a Bachelor of Engineering in Information Technology from the University of Mumbai, which he completed from 2018 to 2021. He also earned a Diploma in Information Technology from Government Polytechnic Mumbai, studying from 2012 to 2015. His educational background provides a strong technical foundation that supports his roles in customer experience and product management.
Achievements in Customer Experience Management
Throughout his career, Imtiyaz has achieved significant milestones in customer experience management. He acted as Associate Director and Head of Escalation, successfully saving $11 million in revenue from churn accounts in FY 2022. He has implemented new processes that improved productivity and efficiency by 2.5 times and accurately measured key performance indicators such as SLAs, including First Response Time (FRT), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).