AVINASH KUMAR

As a Customer Success Manager, responsibilities included ensuring customer satisfaction, fostering strong client relationships, and driving product adoption.

• Acted as the primary point of contact for key enterprise clients, ensuring service delivery excellence and maintaining long-term client relationships.
• Monitored and reported on SLAs and KPIs, providing regular performance updates to clients and stakeholders.
• Led escalations, resolving issues promptly and effectively while ensuring customer satisfaction and adherence to SLAs.
• Drove service improvements by identifying and addressing operational bottlenecks, achieving a 30% improvement in overall service delivery.
• Participated in governance committees, ensuring continuous alignment of service delivery with client expectations.
• Developed proactive strategies for customer retention, significantly reducing churn and increasing account growth through upselling and product adoption.

As a Customer Operations Analyst, responsibilities included analyzing customer data to enhance service efficiency, developing reporting tools, and collaborating with cross-functional teams to address operational issues.

• Managed client relationships and ensured compliance with service level agreements (SLAs) and KPIs.
• Identified growth opportunities and led initiatives to enhance service quality, improving client satisfaction by 25%.
• Led the resolution of client escalations, ensuring prompt and effective solutions to service-related issues.
• Worked cross-functionally with internal teams to ensure operational alignment and optimize service delivery processes.
• Supported governance activities, ensuring the client’s needs were always met with the highest level of service excellence.

As a Customer Success Executive, responsibilities included fostering client relationships, ensuring satisfaction, and promoting product adoption.

• Fostered strong relationships with clients, ensuring alignment with their business objectives and service needs.
• Monitored client KPIs and SLAs, providing regular performance reports and addressing any gaps in service delivery.
• Led initiatives to improve operational performance, resulting in a 20% improvement in delivery efficiency.
• Acted as an escalation point for service-related issues, ensuring that client concerns were addressed in a timely manner.
• Ensured compliance with data privacy and security protocols during client audits and interactions.