I’m Farhan Virji, a seasoned customer success, and operations executive with over 20 years experience in multiple disciplines. I have experience building customer-facing teams and operational teams from the ground up, cultivating within them a culture of customer obsession by focusing on the customer experience and the data that drives customer and business decision making. My clients choose me for my proven track record of enriching the customer experience while reducing overall operational costs.
Doubled NPS Score
Reduced Time to Value by 30%
Reduced First Response Time by 35%
who can i help?
A GROWING COMPANY READY TO SCALE THEIR OPERATIONS
Organizations that are seeing rapid growth in both their customer base and / or their teams often don’t know the best way to structure their teams and operations to support their growth goals. Until now, you’ve been doing whatever it takes to make your customers successful and you know this is no longer feasible. I will partner with you to look at how your people, processes, and technology match up to what it should be in order to both achieve your growth goals and potentially accelerate your goals.
A COMPANY THAT NEEDS TO IMPROVE THEIR CUSTOMER EXPERIENCE CREATING OPERATIONAL EXCELLENCE
If your organization is already in growth mode yet you are finding that it’s not going as smoothly as you imagined, then this program is for you. Many organizations experience challenges and find that customer retention, employee retention, and/or customer satisfaction may drop as their growth excels. With this program, we focus on where your growth plans are stalling, and look for opportunities to make the necessary changes to get you back on track. Changes could be small in nature, or they could be a complete redesign.
how can i help?
Every business is unique. That is why I provide a customized solution for your high priority customer challenges. With research, experience, and my industry's best practices, let’s develop a plan that will help you surpass your customer service challenges.
With over 20 years of experience in the tech industry, I have helped enhance the customer experience with many organizations like (Visier - leader in People Analytics, and Rise People). I have successfully built the customer success team from the ground up at a startup serving large enterprise customers and rebuilt another customer facing department at another startup serving small-to-medium customers. In both organizations, the teams I built and managed included Delivery Services (Customer Onboarding), Customer Support, Customer Success, Customer Enablement (Training), and Operations.
Farhan has an extraordinary ability to plan his customer strategy and roll it out with the power and confidence of a motivational speaker. He always makes decisions through a customer lens, with an authentic passion to delight his customers. He listens with intent, engages others to realize their goals, respects every stakeholder in the room and is able to have some fun in the process.
Vice President, Customer Success
Farhan is one of the best listeners I know, and has that rare and valuable combination of soft skills, technical and business background. When we needed to move fast without all the answers, Farhan would move fast. That said, he is thoughtful and collaborative, and takes the time necessary to understand the problem, then is rock solid in his delivery of solutions that fit the need. He set up structures and processes in our operations— whether it was reports, workflows, practices or approaches-- that are still in use and highly valued today in our organization.