MUSTAFA A MUSSE
Senior Customer Success Manager
Minneapolis
Summary
Dynamic Customer Success Manager and Technical Support Specialist with a strong background in cybersecurity, DevSecOps, and enterprise solutions. Proven expertise in managing high-value accounts, optimizing system performance, and driving customer satisfaction. Skilled in technical support, relationship management, strategic planning, and cross-functional collaboration to deliver impactful results and support business growth.
Overview
17
17
years of professional experience
2
2
Certifications
1
1
Language
Work History
Senior Customer Success Manager
Lotis Ark
01.2023 - Current
- Managed a portfolio of high-value clients, ensuring the successful implementation and optimization of technology solutions.
- Oversaw client engagements, driving adoption, maximizing value, and supporting long-term business growth.
- Developed and maintained good connections with key stakeholders, including C-level executives, to ensure alignment with corporate goals and customer satisfaction with services given
- Conducted regular business reviews and gave strategic insights and recommendations to help clients improve their cybersecurity posture
- Led cross-functional teams to address and resolve important issues while limiting impact to client operations
- Proactive and preventative actions were implemented to reduce possible cybersecurity risks and improve overall security resilience
- Through targeted account management and customer success methods, we were able to retain 95% of our customers and enhance upsell chances by 20%
- Delivered customized training sessions and workshops to provide clients with the information and resources they need to properly use cybersecurity solutions
- Managed a portfolio of Fortune 500 clients to ensure successful implementation and optimization of cybersecurity solutions
Customer Success Manager
Aqua Security
10.2021 - 01.2023
- Company Overview: Managed the security of containerized cloud-native applications from development to production using Aqua's full lifecycle solution
- Successfully retained and grew 5 large enterprise accounts by 30% through personalized customer success strategies, resulting in increased customer loyalty and revenue
- Owned and managed the entire customer lifecycle, including onboarding, renewal, and expansion, to ensure seamless transitions and continuous value delivery
- Proactively identified and addressed churn risks to ensure customer retention and satisfaction by implementing preemptive measures to mitigate potential issues
- Collaborated closely with cross-functional teams, including product management, engineering, sales/presales, and professional services, to drive value and deliver exceptional service
- Identified upsell and cross-sell opportunities to maximize revenue generation and enhance customer engagement with additional services and products
- Developed comprehensive success plans outlining critical success factors, metrics for success, and actionable recommendations for customers, ensuring alignment with their business objectives and fostering long-term partnerships
- Secured a top-tier NPS score of 75, ranking us first in our industry, by implementing targeted customer feedback initiatives
- Managed the security of containerized cloud-native applications from development to production using Aqua's full lifecycle solution
Technical Sales Manager
Noval International FZE
05.2020 - 11.2021
- Company Overview: Spearheaded sales strategy development and implementation
- Conducted comprehensive product demonstrations and technical presentations to prospective clients, successfully converting 75% of leads into long-term customers
- Collaborated with cross-functional teams to design and deliver tailored solutions, addressing specific customer needs and resulting in a 30% reduction in customer churn
- Provided pre-sales and post-sales technical support, including on-site training and troubleshooting, enhancing customer satisfaction and retention rates
- Analyzed market trends and competitive landscape to identify new business opportunities, leading to the acquisition of 10 major accounts and expanding market share
- Spearheaded sales strategy development and implementation
Customer Success Manager
McAfee
04.2017 - 03.2020
- Company Overview: Provided comprehensive cybersecurity guidance, ensuring the protection of organizations of all sizes against advanced and complex cyber threats
- Leveraged my technical competencies and account management skills to successfully oversee a portfolio of twelve enterprise accounts, delivering personalized, preventive, and reactive enterprise-class support services to ensure the highest level of customer satisfaction and retention
- Ensured the effective utilization of McAfee security solutions by customers, thereby enhancing value and customer satisfaction
- Collaborated with cross-functional teams to deliver exceptional customer experiences
- Established a customer success model that achieved a 95% renewal rate
- Conducted onsite meetings and executive reviews, building strong and enduring customer relationships
- Provided comprehensive cybersecurity guidance, ensuring the protection of organizations of all sizes against advanced and complex cyber threats
Technical Support Engineer
Intel Security
10.2015 - 05.2017
- Company Overview: Provided expert technical support for McAfee Email Gateway installations, configurations, and troubleshooting, ensuring high levels of customer satisfaction
- Diagnosed and resolved complex issues related to email filtering, spam detection, malware protection, and policy configurations
- Conducted root cause analysis for recurring issues and developed long-term preventive solutions
- Assisted customers with the deployment and integration of McAfee Email Gateway solutions, ensuring seamless operations
- Customized email filtering policies and quarantine settings to meet specific customer security requirements
- Monitored system performance and logs to proactively identify and address potential issues
- Contributed to the knowledge base with detailed documentation of troubleshooting steps and best practices
- Collaborated with product development, engineering, and QA teams to escalate and resolve critical issues
- Managed high-priority incidents and escalations, coordinating swift and effective resolutions
- Provided expert technical support for McAfee Email Gateway installations, configurations, and troubleshooting, ensuring high levels of customer satisfaction
Electronic health record - System Manager
Multicultural Health Services
12.2013 - 01.2015
- Company Overview: Oversaw the implementation, support, and maintenance of electronic health record applications
- Collaborated on software installations, upgrades, and integration projects
- Ensured system access, security, and information workflow compliance
- Oversaw the implementation, support, and maintenance of electronic health record applications
Client Engineer
Verizon
07.2011 - 10.2013
- Company Overview: Managed and maintained Red Hat Enterprise Linux environments, ensuring optimal performance, security, and system uptime
- Provided expert technical support for RHEL issues, diagnosing and resolving complex problems to minimize downtime and enhance system reliability
- Developed and implemented automation scripts using Bash, Python, and Ansible to streamline system administration tasks and improve efficiency
- Configured and managed Red Hat Satellite for system provisioning, patch management, and configuration consistency across multiple environments
- Monitored system performance using tools like Red Hat Insights and other monitoring solutions, identifying and addressing performance bottlenecks
- Implemented security best practices, conducted regular system audits, and ensured compliance with industry standards and regulations
- Worked closely with cross-functional teams to support application deployment and system integration, and created detailed documentation for processes and troubleshooting steps
- Managed and maintained Red Hat Enterprise Linux environments, ensuring optimal performance, security, and system uptime
Technical Support Specialist
IBM
02.2010 - 07.2011
- Company Overview: Managed and maintained AIX OS environments, ensuring systems were up-to-date, secure, and running efficiently
- Monitored and optimized system performance using IBM tools, resolving bottlenecks to enhance resource utilization
- Diagnosed and resolved technical issues related to AIX OS and IBM hardware/software, minimizing downtime and disruption
- Configured and deployed AIX OS instances and IBM hardware, ensuring seamless integration and functionality
- Created detailed documentation of system configurations and troubleshooting steps, and conducted training sessions for junior staff and clients
- Managed system backups and developed disaster recovery plans to ensure data integrity and business continuity
- Implemented security measures
- Managed and maintained AIX OS environments, ensuring systems were up-to-date, secure, and running efficiently
Systems Engineer
Walmart
08.2008 - 01.2010
- Company Overview: Provided expert support for Walmart's extensive middleware software across 11,766 global stores, ensuring seamless operations and system reliability
- Played a crucial role in supporting company-wide middleware software, adeptly troubleshooting issues and significantly reducing problem ticket counts
- Vigilantly monitored middleware system performance and ensured optimal availability, enhancing the reliability of middleware services
- Successfully resolved technical issues related to middleware software, implementing solutions to prevent recurrence and maintaining a stable environment
- Executed test scripts and implemented standardized procedures to streamline and improve the efficiency of middleware software testing processes
- Provided expert support for Walmart's extensive middleware software across 11,766 global stores, ensuring seamless operations and system reliability
Education
Bachelor of Science - Computer Science
University of Minnesota
Skills
- Cybersecurity Practices
- Threat Detection
- Vulnerability Management
- Incident Response
- Security Measures Implementation and Management
- Application of CIA – Confidentiality, Integrity, Availability
Certification
ITIL V3
Strengths
Technical Expertise, Customer Success, Account Management, Problem-Solving, Cross-Functional Collaboration, Performance Optimization, Communication, Team Work, Problem-solving, Time Management, Written Communication, Technical Analysis, Creativity, Leadership, Adaptability, Decision-making, Critical thinking, Consulting, Project Management
Timeline
Senior Customer Success Manager
Lotis Ark
01.2023 - Current
Customer Success Manager
Aqua Security
10.2021 - 01.2023
Technical Sales Manager
Noval International FZE
05.2020 - 11.2021
Customer Success Manager
McAfee
04.2017 - 03.2020
Technical Support Engineer
Intel Security
10.2015 - 05.2017
Electronic health record - System Manager
Multicultural Health Services
12.2013 - 01.2015
Client Engineer
Verizon
07.2011 - 10.2013
Technical Support Specialist
IBM
02.2010 - 07.2011
Systems Engineer
Walmart
08.2008 - 01.2010
Bachelor of Science - Computer Science
University of Minnesota
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