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Mohammed Kalandar IshrathManager - Onboarding and Customer Service
Profile

Dynamic Sales and Customer Success professional with deep expertise in the payments industry, specialising in acquiring, onboarding and growing SME and enterprise clients. Skilled in leading the full sales cycle — from prospecting and negotiation to upselling, cross-selling and long-term account expansion. Demonstrated success in managing end-to-end Customer Success operations, including implementation, training, adoption and multi-stakeholder coordination. Experienced in working with acquiring banks, payment gateways, processors and FinTech partners to deliver compliant, frictionless integrations. Known for building high-performing teams, driving customer-centric strategies and optimising payment workflows to enhance satisfaction, retention and revenue growth.

Professional Experience

Manager - Onboarding and Customer Service

Nymbl
Jan 2023 – present | Dubai, UAE
  • •Led the sales cycle for a portfolio of 200+ SME and enterprise clients, including prospecting, qualification, solution demos, proposals and contract negotiation.
  • •Drove upselling, cross-selling and feature upgrades, increasing adoption through additional modules, product enhancements and multi-branch expansion.
  • •Managed renewals and long-term account growth, leveraging customer insights and usage analytics to identify expansion opportunities and mitigate churn.
  • •Collaborated with acquiring banks, payment gateways, processors and FinTech partners, ensuring smooth integrations and compliance throughout onboarding.
  • •Strong understanding of card scheme requirements, KYC/KYB, merchant onboarding flows, settlement cycles and compliance frameworks.
  • •Guided customers on payment workflows, including reconciliation, settlement, chargebacks, fraud/risk controls and operational best practices.
  • •Supported clients and internal teams with knowledge of tokenisation, API integrations, transaction routing, approval rates and payment optimisation strategies.
  • •Ensured all client implementations adhered to regulatory requirements, documentation standards and payment ecosystem guidelines.
  • •Directed full Customer Success operations, overseeing onboarding, implementation, training, adoption and post-go-live support for a multi-segment customer portfolio.
  • •Designed and executed structured onboarding and training programs to accelerate time-to-value and improve platform adoption.
  • •Acted as the voice of the customer, gathering insights, analysing feedback and driving platform enhancements in collaboration with Product and Tech teams.

    • Implementation Engineer

    Nymbl
    Oct 2020 – Dec 2022 | Dubai, UAE
  • •Ensure seamless onboarding, implementation, and successful launch within specified timeframes.
  • •Conduct onsite and online training sessions for clients on application usage and optimal methodologies.
  • •Act as the primary contact for clients, delivering top-tier service and support.
  • •Work collaboratively with internal teams to evaluate, address, and escalate management-intervention cases.
  • •Oversee the implementation project timeline, ensuring milestones are met and managing client expectations throughout the process.

    • IT Lead

    HIET
    Oct 2018 – Oct 2020 | Dubai, UAE

    ERP Specialist

    Takmeel Global
    Jan 2017 – Sep 2018 | Dubai, UAE

    Project Coordinator

    Takmeel Global
    Mar 2015 – Dec 2016 | Dubai, UAE

    Technical Specialist

    Diya Systems
    May 2013 – Feb 2015 | Mangalore, India
    Skills
    — B2B sales, contract negotiation, upselling, cross-selling, account expansion, renewals, customer relationship management, merchant onboarding, payment gateway integrations, KYC/KYB, settlement, reconciliation, chargebacks, API integrations, fraud and risk controls, onboarding, implementation, customer training, product adoption, customer health monitoring, churn reduction, retention strategies, voice of the customer, process optimization, cross-functional collaboration, team leadership, KPI/SLA management, CRM systems (HubSpot, Salesforce), analytics and reporting, project management (Asana, Jira, Trello).
    Education

    Computer Science Engineering

    PA College of Engineering
    2013 | Mangalore, India
    Languages
    English, Hindi, Kannada, Malayalam, Tamil, Arabic