Abijith Ravindran
Customer Success Manager
Kochi
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
Certifications
12
12
years of professional experience
Work History
Customer Success Manager
Smarterhomes Technologies Pvt Ltd.
Kochi
04.2023 - 12.2025
- Developed and executed customer onboarding programs that accelerated product adoption and reduced time-to-value, resulting in improved customer satisfaction and long-term retention.
- Implemented proactive risk assessments, reducing customer escalations by 40%, and increasing contract renewals by 25%.
- Managed a portfolio of 15 clients, consistently achieving top customer satisfaction ratings.
- Drove cross-functional collaboration between sales, marketing, and product teams to ensure seamless customer experiences.
- Incorporated customer feedback to enhance customer success plans, driving better alignment with client needs.
- Conducted customer training, and mentored team members to promote productivity and service excellence.
- Conducted training and mentored team members, fostering a culture of service excellence and teamwork.
- Supported new client acquisitions by leading onboarding sessions and training programs to ensure successful integrations.
- Tracked and organized monthly collections, ensuring accuracy and compliance with financial regulations.
Leader Customer support & Operations
Reliance Jio
Bangalore
03.2021 - 08.2022
- Led a team of 15 members, focusing on key result areas and adherence to service levels.
- Deliver Key Result Areas, SL Management, problem-solving, handling high-level escalations, tracking Root Cause Analysis, and Attrition.
- Improved Team CSAT Score from 80% to 98%.
- Resolved high-level escalation cases with thorough root cause analysis.
- Developed standard operating procedures and escalation policies, streamlining processes for better team performance.
- Facilitated regular coaching, training, and feedback sessions, supporting both new and current team members.
- Conducted regular one-on-one meetings to provide targeted feedback, resulting in measurable improvements in individual and team performance.
- Facilitated training for associates through daily coaching and performance appraisals, improving team skill sets.
- Presented operational reviews and reports to stakeholders using Excel and PowerPoint.
Manager Operations
Arroba Business Solutions
Kochi
10.2019 - 03.2021
- Recruited and hired top performers to add talent and value to the department.
- Evaluated employee strengths and assigned tasks to optimize team performance.
- Provided feedback to decision-makers on employee performance and identified training needs.
- Established trusted adviser relationships to enhance customer satisfaction.
Team Leader
Pappyoye Enterprise Pvt Ltd.
08.2018 - 09.2019
- Led team of 20 to achieve key result areas and maintain service level adherence.
- Oversaw team performance, delivering training and feedback to enhance skills and productivity.
- Delivered customized support solutions for high-profile clients, improving retention and satisfaction.
- Secured new clients through consistent follow-ups and strategic meetings.
- Implemented engagement workflows with cross-functional alignment, using CRM tools and Excel.
- Initiated up-sell techniques to increase sales, boosting sales 20%.
- Demonstrate products to show potential customers the benefits and advantages and encourage purchases.
- Created standard operating procedures to enhance workflow efficiency.
Associate
Sutherland Global Service
Kochi
03.2015 - 06.2018
- Delivered excellent customer service, resulting in consistent 99% customer satisfaction rating. Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services.
- Handled over 25 calls daily, achieving 99% customer satisfaction with a target of $2000 in sales.
- Recommended products to customers, providing detailed explanations to enhance informed purchasing decisions.
- Worked varied hours to meet seasonal and business goals.
Consultant
XM Software Solutions, UAE EXCHANGE
11.2013 - 03.2015
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered customer inquiries, provided effective solutions, and resolved issues to elevate customer satisfaction.
- Solved customer challenges by offering relevant products and services.
Education
Bachelor of Engineering - Electronics & Communication Engineering
Vinayaka Missions Engineering College
Tamil Nadu05-2012
Skills
Customer account management
Client relations
Customer retention
Customer journey mapping
Client onboarding
Customer feedback analysis
User adoption strategies
CRM tools
Revenue growth
Data visualization tools
Collaboration tools
Microsoft Office
Problem solving
Customer communication
Certification
Master class People Management – LinkedIn
Timeline
Customer Success Manager
Smarterhomes Technologies Pvt Ltd.
04.2023 - 12.2025
Leader Customer support & Operations
Reliance Jio
03.2021 - 08.2022
Manager Operations
Arroba Business Solutions
10.2019 - 03.2021
Team Leader
Pappyoye Enterprise Pvt Ltd.
08.2018 - 09.2019
Associate
Sutherland Global Service
03.2015 - 06.2018
Consultant
XM Software Solutions, UAE EXCHANGE
11.2013 - 03.2015
Bachelor of Engineering - Electronics & Communication Engineering
Vinayaka Missions Engineering College