CRM, QuickBooks, Wave, Xero, Zapier, Logstash, Jira, Active Campaign, RingCentral, Intercom, MS Office, VMware applications, Cisco, Windows PowerShell, Hyper-V, Remote desktop connection, Oracle VM Virtual box
Harsh Patel
Senior Customer Success Manager
Toronto
Summary
Result-driven Customer Success Advocate with over 5 years of active customer engagement and account management experience and over 7 years of industry experience. I excel in analytical, strategical, technical, and communicational skills along with a vast area of experience with CRM, financial, accounting and marketing tools. I here at Method consistently overachieve KPIs month over month and deliver exceptional customer satisfaction.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
Senior Customer Success Manager
Method CRM
Toronto, ON
02.2019 - Current
- Analyze the client’s unique business workflow and help strategize the best cost-efficient way to benefit from Method: CRM
- Created and managed the client life cycle process (starting from the initial sale through all phases of implementation)
- A key member of executive-level escalation team that manages strategies and tactics for de- escalating customer accounts, with additional responsibilities for handling at-risk accounts
- Converted 30% of all accounts into sales reference customers (surpassing team goals on a consistent basis.) Maintaining low Churn is what I excel at
- Working with Project Managers to provide consistent feedback and helping them analyze the core needs of Method customers
- Work with the Marketing team to strategize lead generation tactics, competitor CRM’s and hosting internal training sessions for team members to educate them
- Provide initial and ongoing product training and consulting to Method CRM clients through
- Phone, Chats, Email, and Video conferences
Technical Support Specialist, Tier II
Method CRM
Toronto, ON
10.2017 - 02.2019
- Have excellent organizational and communication skills with an engaging phone presence
- Contribute to the planning and implementation of multiple projects
- Provide Quality Assurance by testing newly released Software Features and update
- Exhibiting an Entrepreneurial spirit, strong ethics, and integrity along with the desire to exceed every expectation
Datacenter Technician, Tier II
IBM
Toronto, ON
05.2016 - 09.2017
- Rack, build, cable, configure, and provision Intel, Super Micro, Arista, Juniper, Cisco, Lenovo, and
- Advanced Micro Devices (AMD)
- Partnered with Network Support team and Provision Support Technician to resolve complex problems that required escalation
- Maintained all up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients
- Provide accurate and detailed logs within the ticketing and messaging systems for callouts and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of supported equipment, processes, and teams
- Troubleshoot, test, QA of enterprise server hardware to ensure IBM uptime standards
- Professionally resolve hardware issues for IBM global customer base via trouble tickets
- Process new orders and troubleshoot automated provisions through IBM’s IMS
Help Desk Support
Seneca College
Toronto, ON
08.2014 - 08.2015
- Partnered with Tier II and Tier III help desk peers to resolve problems that required escalation
- Installed computers and peripherals, and migrated information onto new PCs
- Diagnosed and resolved network issues; verified IP address for network connectivity
- Set up and configured new software and hardware
- Web Designing and Digital Marketing
Education
Associate of Science - Computer System Technology
Seneca College of Applied Arts And Technology
Toronto, Ontario 01.2014 - 06.2016
Associate of Science - Web Designing And Digital Marketing
Canadian College of Business Science And Tech
Brampton, Ontario 06.2019 - 01.2021
RECO And OREA - Real Estate
Humber College
Toronto, Canada 07.2020 - 03.2022
Skills
Business Development, Customer Relations
Sales management, Pipeline development
Sales proficiency
Research and due diligence
Training and mentoring
Staff mentoring & leadership
Key accounts development
Revenue growth, Strategic communications
Software
Certification
[CCNA], [CISCO]
Timeline
[AWS Cloud Solutions Architect], [Udemy]
12-2020
[AWS Cloud Practitioner], [Udemy]
11-2020
RECO And OREA - Real Estate
Humber College
07.2020 - 03.2022
[The Complete Financial Analyst Course], [Udemy]
06-2020
[Agile project management], [Udemy]
03-2020
Associate of Science - Web Designing And Digital Marketing
Canadian College of Business Science And Tech
06.2019 - 01.2021
[Quickbooks Certified Proadvisor], [Intuit]
02-2019
Senior Customer Success Manager
Method CRM
02.2019 - Current
Technical Support Specialist, Tier II
Method CRM
10.2017 - 02.2019
Datacenter Technician, Tier II
IBM
05.2016 - 09.2017
[CCNA], [CISCO]
02-2016
Help Desk Support
Seneca College
08.2014 - 08.2015
Associate of Science - Computer System Technology
Seneca College of Applied Arts And Technology
01.2014 - 06.2016