Atul Yadav
Gurugram
Summary
Enthusiastic Customer Success Manager with four plus experience of handling clients.Focused on building excellent productive client relationships, quickly resolving issues to assure their business needs are met.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager
Zimyo Consulting Private Limited
Gurugram
01.2023 - Current
- Customer onboarding, training, and support. Account management, cross-sell/Upsell, and renewals.
- Customer service, engaging customers and facilitating organic growth.
- Ownership of customers' issues and follow problems through to resolution.
- Develop service procedures, policies and standards. Adhere to and manage the approved budget.
- Act as a Techno-Functional Consultant and maximize adoption of product.
- Assist train Customers to implement their process and help them to resolve their support queries.
- Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
- Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
- Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
- Carrying out periodic health checks to avoid churn. Firefighting during account escalations.
- Keeping customers updated on changes to the product they re using, new features and new products they might find useful.
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials and referrals.
Customer Success Manager
FleetX
Gurugram
08.2021 - 01.2023
- Work closely with Sales, Repair, Operation, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
- Communication with major clients on a regular basis, handle complaints and suggest solutions with innovative ideas to meet client needs in a timely and effective manner
- Engagement with the IT/IOT team to discuss Software/hardware solutions
- Identify gaps in the overall Business and take new initiatives to bridge those gaps
- Responsible for customer satisfaction, account renewal, and account growth
- Liaison between clients and internal teams for the constant development of new products
- Preparation of proposals and detailed costing prior to negotiation with clients
- Prepare long-term and short-term goals and account objectives.
Executive Operations
Binary Semantics Limited
Gurugram
08.2018 - 07.2021
- Handled the client side project for one year at British Airways
- Helped in customization of many softwares (Employee transport management, Covid-19 helping hand app, Tracking app, Remote work force, and many more) through my own knowledge or by feedback from the client
- During the pandemic, our team achieved the goal of onboarding new customers, customer handling, customer satisfaction
- Suppressed the goal and set an all-time record
- My performance recognized and got the highest rating in the team.
Education
M.tech in Electronics & Communication -
NorthCap University
06.2018
B.tech in Electronics & Communication -
Amity University
06.2015
Skills
- Upselling strategies
- Data-driven decision-making
- Customer Satisfaction
- Customer Advocacy
- Customer Segmentation
- Email campaigns
- Relationship Management
- Software Implementation
- Customer Account Management
- Client Relations
- Strategic Planning
- Training programs
- Records Management
- Customer Retention
- Negotiation
- Training and mentoring
- Customer Needs Assessment
- Strategic communications
- Account Updates
- Customer Relations
- Stakeholder Management
- Pipeline Development
- Business Development
- Account Management
- Schedule Management
- Customer Relationship Building
- Revenue Growth
- Implementation
- HR Tech
- Empathy
- Customer Satisfaction
- Customer Support
- Product Adoption
- Renewals
- NPS
Languages
- Hindi, Native or Bilingual
- English, Full Professional Proficiency
Timeline
Senior Customer Success Manager
Zimyo Consulting Private Limited
01.2023 - Current
Customer Success Manager
FleetX
08.2021 - 01.2023
Executive Operations
Binary Semantics Limited
08.2018 - 07.2021
M.tech in Electronics & Communication -
NorthCap University
B.tech in Electronics & Communication -
Amity University
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