Customer Success, Account Management & Growth—With a Human Touch

Hello! I am Manal

Passionate about people, driven by strategy, and always ready to tackle the next challenge, whether in business, customer success, or life itself.

📩 Email: manalmunzoor@gmail.com

🌍 Linkedin

About Me

I am an accomplished Technical Account Manager & Customer Success Manager based in Toronto, dedicated to bridging the gap between technology and business success. With a strong foundation in IT solutions, stakeholder engagement, and process optimization, I specialize in helping businesses align their technical infrastructure with their strategic goals. My expertise lies in delivering customer success strategies that drive retention, enhance system performance, and improve operational efficiency. Beyond my professional life, I am an adventure enthusiast who embraces challenges and thrives in dynamic environments. Whether it’s skiing, soccer, or an intense escape room, I love pushing my limits. I believe in lifelong learning and continuous growth—whether in technology, outdoor adventures, or community service.

💼 Professional Expertise

With a strong background in customer success, technical account management, and IT solutions, I have a proven track record of helping businesses optimize their technology to drive measurable results 📊. My expertise spans customer success strategies, stakeholder engagement, and data-driven decision-making, allowing me to improve client retention, streamline onboarding, and enhance operational efficiency.

At Manawa Networks, I have successfully designed and implemented customer success frameworks that led to a 20% increase in client retention 📈 and a 15% boost in Net Promoter Score (NPS) 🌟. My ability to manage escalations 🚨, oversee CRM integrations 🔄, and optimize system performance ⚙️ ensures clients receive seamless IT solutions tailored to their business goals.

Proficient in platforms such as Salesforce, Power BI, ConnectWise, and Microsoft 365, I leverage data insights 📊 to track performance, identify risks, and drive proactive customer engagement. My focus is always on building strong relationships 🤝, reducing churn 🔽, and ensuring long-term customer success ✅.

🎓 Education & Certifications

I hold a Bachelor of Science in Engineering 🏗️ from the Lassonde School of Engineering at York University and a Diploma in Computer Programming 💻 from Seneca College.

I also started a Master’s in Engineering Management at the University at Buffalo 🎯 to further expand my understanding of business strategy and leadership in technical environments, though I did not complete the program.

Additionally, I am certified in Customer Success 🏆, equipping me with industry-recognized best practices to drive long-term customer engagement and business growth 📈.

❤️ Volunteer Work & Community Impact

Beyond my professional career, I am deeply committed to social impact and community service 🌍. As a committee member of the Morgentaler Committee at Humanist Canada ✊, I actively contribute to initiatives that promote human rights, social justice, and advocacy efforts.

Additionally, I volunteer at MS Canada 🏥, where I support awareness campaigns 🎗️ and medical research initiatives 🔬 aimed at improving the lives of individuals affected by multiple sclerosis.

I believe that giving back to the community 🤲 is a responsibility, and I strive to use my expertise in technology and customer success to support nonprofits in optimizing their operations and expanding their reach.

Adventurous Spirit & Personal Interests

When I’m not optimizing IT solutions or mentoring clients, you’ll find me immersed in thrilling adventures 🚀. I am an avid sports and outdoor enthusiast, constantly seeking new challenges:

Soccer & Volleyball ⚽🏐 – Competing and staying active.
Skating & Skiing ⛸️🎿 – Embracing winter sports and improving skills.
Hiking & Camping 🏕️ – Exploring nature and preparing for Machu Picchu 🏔️.
Escape Rooms & Strategy Games 🕵️‍♀️🧠 – Tackling complex puzzles and mental challenges.
Water Sports & Flying 🌊✈️ – Overcoming fears and pushing my limits.

This year, I am diving into horseback riding 🐎, tree trekking 🌲, gun shooting 🎯, and learning to play the ukulele 🎸. I believe in living life to the fullest 🎉, embracing every opportunity for growth and adventure 🔥.