Billal Malik
About Billal Malik
Billal Malik serves as the Director of Customer Success for the UK and Ireland at Onfido, where he has worked since 2021. He has a background in biochemistry and forensic science, and he has progressively advanced through various roles at Onfido, demonstrating strong leadership and expertise in customer account management.
Work at Onfido
Billal Malik has held multiple positions at Onfido since joining the company in 2016. He currently serves as the Director of Customer Success for the UK and Ireland, a role he has occupied since 2021. Prior to this, he progressed through various roles including Senior Customer Success Manager and Senior Strategic Enterprise Customer Success. His tenure at Onfido has been marked by significant contributions to customer management and team development.
Education and Expertise
Billal Malik earned a Bachelor of Science (B.Sc.) in Biochemistry and Forensic Science from the University of East London, completing his studies from 2010 to 2014. He also pursued varied studies at edX from 2015 to 2016. Earlier, he studied Applied Sciences at South East Essex College from 2008 to 2010, focusing on Biology, Chemistry, and Physics. His educational background supports his analytical skills in customer success management.
Background
Billal Malik's career in customer success began at Onfido, where he has worked in various capacities since 2016. His experience includes managing a customer portfolio with an Annual Contract Value (ACV) exceeding $30 million. He has demonstrated leadership by scaling the UK&I Customer Success team from three to eight members, highlighting his commitment to team growth and customer satisfaction.
Achievements
In his current role, Billal Malik serves as an escalation point for complex customer issues, utilizing his strategic and technical product knowledge. He has implemented Success Plans and Net Promoter Score (NPS) processes within the UK&I territory, which have contributed to enhanced customer satisfaction and retention. Additionally, he advocates for human rights and refugee sustainability, aligning his personal values with his professional responsibilities.