Summary
Overview
Work History
Education
Skills
Accomplishments
Travelling, Listening to Music, Cooking, Watching Web Series, Adventure Sports
Timeline
Generic
ARUN KUMAR

ARUN KUMAR

CUSTOMER SUCCESS MANAGER
Bangalore

Summary

Experienced account manager with a track record of working in client-facing positions in the cloud and customer service sectors. skilled at managing relationships, communicating, and solving problems while displaying patience and empathy. a solid professional with six plus years' worth of expertise. An information technology-focused Master's degree is part of my educational background.

Overview

8
8
years of professional experience
18
18
years of post-secondary education
3
3
Languages

Work History

Customer Success Manager

ASTRA SECURITY ( CZAR SECURITIES )
Bangalore
08.2022 - Current
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Interact with all clients to ensure high customer satisfaction through onboarding, and make sure each one uses the product to its fullest potential.
    •Managing a team and ensuring that "WE" work towards the same objective by ensuring that their KRA is adopted widely likewise observing the business moto, Proactive Always.

    •Success elements include customer delight, which is attained by product adoption, ongoing support, customer retention, contract renewal, and churn reduction. •Focusing on high NPS (Net Promotor Score) for the business
    •Own and lead the creation of customer case studies and testimonials with the marketing team.
    Customer retention, cross-sell and upsell revenue, quarterly customer reviews, and referrals are KPIs.
  • Experienced with all Security Aspects i.e AWS, Web App, Azure, GCP
  • Independently can lead Technical Calls with least Intervention from Security Team.

Customer Success Manager

APPKNOX, XYSEC LABS PVT LTD
06.2021 - 05.2022
  • Interact with all the customers & ensure high customer satisfaction is achieved through onboarding
  • Ensure every customer shows high product usage
  • Handling a team and making sure “WE” strive for the same goal by assuring high adoption of their KRA And following the company motto Proactive Always
  • Focusing on high NPS (Net Promotor Score) for the company
  • Success factors are Customer Delight achieved through Product Adoption, Constant Support, Customer Retention, Contract Renewal, churn Reduction
  • Own and drive with the Marketing team to build customer case studies and testimonials
  • KPIs - customer retention, upsell revenue, cross-sell revenue, QCR(Quarterly Customer Reviews), referrals.

Freelancer

THE ROBO RESEARCH
11.2019 - 07.2020
  • Documenting,maintaining performance reports & communicating work with all support divisions
  • Cold Calling and involving end-to-end sales to map new client base (50-70 calls/day)
  • Charting out marketing strategies, contributing towards enhancing business volumes and growth by achieving profitability
  • Prospecting & sourcing clients associated with Laser Scanning firms solving their processing needs
  • Drafting of the contract and price negotiation for the service
  • Interacting with the technical team and being the single POC to the client for an effective customer satisfaction
  • Collaborate closely with our Support and technical teams for solving technical issues by recommending new product feature in order to meet my client's specific needs

Senior Business Consultant

MAGNASOFT
06.2019 - 11.2019
  • Contacting potential clients to establish rapport and arrange meetings
  • Doing software demonstrations and presentations to prospects
  • Developing quotes and proposals for clients
  • Researching organizations and individuals to find new opportunities
  • Increasing the value of clients in account management duties while generating referral leads
  • Oversee the on-boarding of new accounts, interact with clients to understand and mitigate gaps
  • Create and educate customers on best practices and increase product adoption
  • Interact with Product Engineering team for product enhancements
  • Cultivate relationships with key stakeholders to ensure a long term business partnership

Client Consultant

INFINITI RESEARCH LTD
12.2016 - 01.2019
  • Started with sales lead management by qualifying potential leads
  • Responsible of growing broad based and system sales
  • Started with Illinois and the state of Minnesota, Manhattan team
  • Initiated & created engagements by finding opportunities through cold calling
  • Contacting prospects through professional networking sites subsequently was -responsible for overall account development and growth
  • Worked closely with the marketing team to leverage channels to grow the lead to order ratio
  • Collaborated on lead generation, direct mailers, Internal presentations and hands-on events
  • Solely involved in both the processes of inbound and outbound prospects
  • Globally handling NA, EMEA accounts with all the products lined up -subscriptions, CMI, and Off the shelf reports
  • Associating with Major Fortune 500 companies only
  • Setting up potential opportunities associated with cross selling exceptionally
  • Target: USD:- 100K- 200K
  • EMEA and NA leads sourcing to setup potential opportunities

Customer Success Manager

PRACTO
12.2015 - 08.2016
  • Interact with all the customers & ensure high customer satisfaction is achieved through on-boarding
  • Execute training sessions & ensure every customer shows high product usage
  • Manage customer pipelines efficiently and build excellent relationships with the customers
  • Guiding the team in all possible ways to ensure that the work is done smoothly
  • Giving daily and weekly targets & ensuring that the team achieves all the set targets
  • Making sure that the team is always providing the best quality services to the customers
  • Constantly keeping the track on the customer complaints and solving them on priority basis
  • Generating daily performance reports for the team

Education

Master of Computer Applications -

The Oxford College of Engineering
01.2011 - 04.2013

Bachelor of Computer Applications - undefined

The National Degree College
01.2008 - 04.2011

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Sree Cauvery Composite PU College
01.2006 - 04.2008

SSLC - undefined

Kendriya Vidyalaya
01.1996 - 04.2006

Skills

undefined

Accomplishments

  • Listening to Music Cricket
  • Escalation Management - Liaise with cross-functional teams to quickly resolve issues

Travelling, Listening to Music, Cooking, Watching Web Series, Adventure Sports

 “Travel in the youngest sort,” says Bacon, “Is a part of education; in the elder, a part of experience.” Some may think otherwise. To them, visiting churches and monasteries, castles and fortifications, antiques and ruins as well as libraries and colleges is a sheer waste of time. They may further say that one could read the accounts of these or watch the movies that cover the important places of the world. They forget that the touch of living and breathing reality gives a different type of sensation and satisfaction.


Listening to music can be a fun and rewarding hobby for people of all ages. It stimulates your creativity and improves your mood.

In fact, listening to music is one of the best hobbies anyone can think of. It is proven to have innumerable benefits to your mental and physical health. Music can be one of the most important contributing factors to starting your day in a great mood.


 Cooking involves preparing fresh meals out of your kitchen. You don’t have to eat take out every day or spend money in restaurants. You can simply look at recipes and tutorials online and prepare the best meals in your own home. 


My favourite hobby is watching movies. I love watching different kinds of movies whenever I am free. I can spend my leisure time watching it. On the one side, watching movies is a fun activity and on the other side, it is informative.

There are many social platforms where you can easily watch a movie and you can also rent a film and enjoy it. If you watch an educational movie, you will get to learn many things in your free time as well. Watching movies is full of enjoyment to me and it also enriches me with knowledge.


 Adventure Sports involves activities which are unusual, risky and exciting as well. An adventure sport is bold undertaking which involves hazardous action and whose outcome is uncertain. Adventure Sport comprises a very range of activities. Mountaineering, rock climbing, skiing, river rafting, kayaking, etc, are some popular adventure sports. Adventure Sports are undertaken at various places depending on the nature of the topography and the weather conditions.



Timeline

Customer Success Manager

ASTRA SECURITY ( CZAR SECURITIES )
08.2022 - Current

Customer Success Manager

APPKNOX, XYSEC LABS PVT LTD
06.2021 - 05.2022

Freelancer

THE ROBO RESEARCH
11.2019 - 07.2020

Senior Business Consultant

MAGNASOFT
06.2019 - 11.2019

Client Consultant

INFINITI RESEARCH LTD
12.2016 - 01.2019

Customer Success Manager

PRACTO
12.2015 - 08.2016

Master of Computer Applications -

The Oxford College of Engineering
01.2011 - 04.2013

Bachelor of Computer Applications - undefined

The National Degree College
01.2008 - 04.2011

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Sree Cauvery Composite PU College
01.2006 - 04.2008

SSLC - undefined

Kendriya Vidyalaya
01.1996 - 04.2006
ARUN KUMARCUSTOMER SUCCESS MANAGER