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Ali Arslan

Senior Customer Success & Product Experience Manager • Full-Stack Developer

Islamabad, Pakistan • Remote – US, Australia, Global

hello@aliarslan.co+1 (539) 251-8519LinkedIn

Professional Summary

Senior Customer Success and Product Experience leader with 12+ years of experience across SaaS, Telecommunications, Property Management, Healthcare IT, and Enterprise B2B environments. Proven record of owning end-to-end customer lifecycles at scale, partnering with Product, Sales, and Operations, and driving retention, satisfaction, and operational efficiency in KPI-driven remote teams serving US markets. Also experienced in full-stack delivery, including professional iOS development work.

Professional Experience

President

CLEARPATH SERVICES GROUP (PRIVATE) LIMITED

Present

Remote (US, Australia, Global)

  • • Lead a multi-service business model across call center/BPO operations and software delivery
  • • Direct service quality, team workflows, escalation frameworks, and client operations execution
  • • Oversee business process outsourcing, customer support outsourcing, and technology-enabled services delivery
  • • Drive structured growth across multi-vertical offerings including IT services, digital marketing, and virtual staffing

Co-Founder

SOFTCON LIMITED

Present

Remote (US, Australia, Global)

  • • Lead a technology-focused company delivering software engineering and IT-enabled solutions
  • • Oversee custom software development, SaaS-ready product delivery, and web/mobile application execution
  • • Drive technical consulting, systems integration, cloud deployment, and automation initiatives
  • • Position the company for technical contracts, digital credibility, and scalable product ownership

Equity Trader

Independent Markets

Present

Global Markets

  • • Execute discretionary and rules-based trading with disciplined risk management
  • • Perform market structure and price-action analysis to support informed decision-making
  • • Build repeatable review processes for entries, exits, and post-trade performance evaluation
  • • Apply data-driven thinking and emotional discipline under time-sensitive market conditions

Relations Manager, Property Management

Ziprent

Jun 2025 – Present

Remote (US Market)

  • • Own customer lifecycle for 3,000+ properties: drive landlord/tenant onboarding, issue resolution, and satisfaction targets
  • • Manage 70+ emails per shift with 100% SLA compliance while maintaining customer satisfaction in high-volume environment
  • • Coordinate cross-functional operations: repairs, photography, listings, and escalations—eliminating handoff delays
  • • Support pipeline with process clarity and demos, increasing lead-to-onboarding conversion rate

Product Experience Analyst

US Mobile

Feb 2023 – Sep 2025

Remote (US Market)

  • • Delivered monthly product performance analysis and roadmap recommendations that influenced 5+ major feature releases
  • • Led cross-functional alignment on feature launches, rollouts, and go-to-market strategies; reduced launch delay by 2+ weeks
  • • Owned customer-facing support SLAs across email, chat, and voice; maintained 95%+ satisfaction while handling 50+ daily interactions
  • • Analyzed competitive landscape and customer feedback to identify product gaps and prioritization opportunities

SMB Account Executive

Motive

Mar 2022 – Feb 2023

Remote

  • • Full-cycle cold-calling SaaS sales including product demos, pipeline management, and forecasting
  • • Managed quota-driven pipeline and forecasting in a competitive B2B environment
  • • Collaborated with Customer Success on seamless handoffs and onboarding

Account Manager

iCrowdNewswire

Nov 2021 – Jun 2022

Remote

  • • Managed SaaS media distribution platform leveraging AI-driven technology
  • • Handled B2B sales including RFP, RFQ, and RFI processes
  • • Utilized Zoho CRM and Jira for ticketing, retention, and proactive client communication
  • • Drove customer retention through relationship building and strategic account planning

Client Relationship Manager

CareCloud

Aug 2020 – Nov 2021

Remote

  • • Managed Healthcare SaaS and Revenue Cycle Management (RCM) client relationships
  • • Conducted business reviews, training sessions, and escalation management
  • • Administered surveys and identified upsell opportunities based on client needs
  • • Ensured high client satisfaction and retention in regulated healthcare environment

Junior iOS Developer

Metis International Ltd

Jan 2021 – Sep 2021

On-site

  • • Developed Vodafone fleet management and drivers application
  • • Integrated APIs, mapping functionality, geofencing, and live tracking features
  • • Collaborated with backend team on data synchronization and real-time updates
  • • Implemented location-based services and optimized app performance

Early Career

Touchstone Communications – Client Services Representative (Jun 2015 – Nov 2018) • Al-Abbas Traders – Business Development & Client Relationship Manager (Dec 2018 – Sep 2020) • Sybrid Pvt. Ltd (Lakson Group) – Client Relationship Officer (Jun 2014 – Mar 2015)

Core Competencies

Customer Success & Leadership

Customer Success Leadership
Product Experience & Analysis
Enterprise Client Management
SaaS Operations
Telecommunications
KPI & SLA Ownership
Cross-Functional Collaboration
Retention & Expansion Strategy

Technical Delivery

React & Next.js
TypeScript & JavaScript
Tailwind CSS
iOS Development (Swift)
RESTful APIs
Database Integration
Authentication & Security
Responsive Design

Education

MS Computer Science

Sarhad University of Science and Information Technology

Feb 2018 – Nov 2020

Certifications

Strategic Customer Success Management Certificate

Professional Certification

2023

Ready to Discuss the Role or Project?

I bring customer success leadership, product experience, and full-stack delivery discipline into one practical working style.

Islamabad, Pakistanhello@aliarslan.co+1 (539) 251-8519