Amit Sharma

• Results-driven Customer Success Manager with over 8 years of experience in fostering strong client relationships, enhancing customer satisfaction. Adept at problem-solving and collaborating with cross-functional teams to deliver exceptional customer experiences.
• Coached team members on best practices for delivering exceptional customer experiences.
• Established strong relationships with clients through regular communication and follow-up activities.
• Conducted regular check-ins with clients to ensure their needs were met.
• Collaborated with cross-functional teams to develop strategies for driving customer success.
• Analyzed customer data to identify trends, issues, and opportunities for improvement.
• Led cross-functional initiatives to streamline processes and enhance customer experience.
• Established and monitored key performance indicators (KPIs) for customer success.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
• Monitored customer health scores, proactively addressing concerns to prevent churn.
• Coordinated with technical support teams to resolve customer issues in a timely manner.
• Reviewed completed work to verify consistency, quality, and conformance.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Held regular one-on-one meetings with shift leads to review performance and priorities and provide feedback.
• Delegated work to staff, setting priorities and goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Gathered insights from customers through surveys, interviews, focus groups.

• Looking after the responsibility of handling the Global Transmission (SDH, DWDM, Sub-sea & Terrestrial network of SMW4 & IMEWE by using Network Management Systems & Operational Support Systems.
• Expertise in Operation and Maintenance of equipment’s like Submarine & Terrestrial Line Terminating Equipment, Add-Drop Multiplexers & digital cross connect Power feeding equipment and under-sea equipment like repeaters, tilt-equalizers & branching units via their respective NMS.
• Perform regular network health checks, Alarm management and PM logs. Identify any abnormalities and report to concern to avoid major failures & also share the RCA & RFO with the customer for outages & services affected issues as per SLA.
• Manages high risk operations & network surveillance in 24x7 environment.
• Research, development and design of routines and methodology aimed at service quality and availability improvement.
• Technical expertise Support in Planning, Project implementation & Commissioning of Subsea/Terrestrial Upgrade activities.
• Development and training ground for global Submarine & Terrestrial Cable network experts.
• Managing the Service delivery and Service assurance activities such allocation of bandwidth, provisioning of new circuits, optimization and re grooming of existing circuits.

Highlights:

SEA-Me-We-3 Ugrade-4 for Mumbai Cable Station.

SEACOM Cable & SEACOM UPGRADE-1 Mumbai Landing Station.

IMEWE & SEA-ME-WE-4: Upgrades for the entire cable systems Network.

TGN Upgrade-1 for Mumbai/Fujairah/Oman Landing Stations.