Haitham El Nashar
About Haitham El Nashar
Haitham El Nashar is a Manager of Customer Advocacy at Mapp Digital, where he has worked since 2019. He holds a Master's degree in Computing & Information Systems from London Metropolitan University and has extensive experience in customer success and technical services across various organizations.
Work at Mapp Digital
Haitham El Nashar has been serving as the Manager of Customer Advocacy at Mapp Digital since 2019. In this role, he designs roadmaps, workflows, and processes for his team and cross-functional teams. He manages the customer lifecycle, overseeing onboarding and account management inquiries, including contract creation and modifications. El Nashar also handles technical support requests, addressing usability concerns and conducting backend investigations. He builds tailored Customer Success Plans to assist key customers in achieving their business objectives and coaches a diverse team of customer advocacy managers across the US, UK, and Philippines.
Education and Expertise
El Nashar holds a Master's degree in Computing & Information Systems from London Metropolitan University, which he completed from 2017 to 2018. He also earned a Bachelor of Engineering (B.Eng.) in Production Engineering & Printing Technology from Akhbar El Youm Academy, studying from 2001 to 2011. His educational background provides a strong foundation for his technical and managerial skills in customer advocacy and support.
Background
Before joining Mapp Digital, Haitham El Nashar worked as a Technical Implementation Consultant at London Metropolitan University from 2016 to 2019 in the United Arab Emirates. He also served as a Senior Technical Services Manager at Emarsys from 2013 to 2016, where he gained valuable experience in technical support and customer service. Additionally, he co-founded Josoor Internet Marketing in Egypt, where he worked from 2010 to 2014.
Achievements
In his current role, El Nashar has established a culture of operational excellence, ensuring customers receive optimal resolutions while meeting Service Level Agreements (SLAs). He manages Quarterly Business Reviews (QBR), Net Promoter Scores (NPS), and health scores to enhance customer adoption, retention, and expansion. His analytical skills enable him to drive strategic and operational changes within the customer success department, identifying opportunities for upselling and cross-selling to meet revenue targets.