Bikram Mohanty
Customer Success Manager
Ahmedabad
Summary
Customer Success Manager with 16 years of experience in Different diversity of domail ( EHR IT ambulatory, eCommerse, CRM and Software development )With an overall experience of 17 Years in management services and customer Success specialised in Cloud platform. PG Cloud computing under Great Lake Institute of Management for AWS and Microsoft Azure
Overview
18
18
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Success Manager
Vrinsoft Technology Pvt Ltd
02.2024 - Current
- Actively involved in overviewing the onboarding process of the project
- Serving as the main point of contact for the client in terms of streamline flow of the project ensuring that client is fully satisfied with each and every task involved in the projects, stackholders involved and also managing correct expectation to the client
- Developing retention strategy ensuring that client is retained once the project is been completed bridging their way to stay connected with organisation interms of Technical support contract and maintenance contract
- Ensuring that the feedback is been received from the client as time to time basis ,maintaining the CSAT score to 90%
- Work with customer in upselling and cross selling of the products and also giving guidence interms of product farming with new technology as a market prospective
- Strategise customer lifetime value by analysing the key account customer success plan for quarterly basis
- Handling escalation and prioritized issues and legal concerns raised by client and solving the same with active coordination among stakeholders ensuring that both client and organization expectations are mutually understood
- Developing necessary standard operational process for various department so to meet organization and operational excellence
- Deeply involving in cross level department development and taking initiatives in articulating vaious tool which would be beneficial for cross level department goal
- Working with Key Account Manager assisting them to stay engaged with customers and generating healthy relationships with customers
- Key pointers Indication ( KPI)- CSAT PSR CES Upsell and Cross sell customer Lifetime value Potential product farming Net promoter score
- Meeting & Reporting- Weekly Report Monthly Report Customer retention report Departmental Report
Senior Customer Success Manager
RapidOps
04.2023 - 01.2024
- Manage the entire onboarding process for new customers, beginning to end from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible
- Develop a deep understanding of the product(from end-to-end) in order to diagnose customer issues
- Be available to customers on all technical support channels, i.e., via email, ticketing system and in-app chat tool; with occasional scheduled virtual calls to understand/resolve customer issues
- Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude
- Prioritizing and escalating issues when needed and keeping customers informed of progress
- Develop and maintain implementation best practices, document procedures, standards, best practices, configuration settings and sequences
- Provide the best support and communication for our customers via email; Respond to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate
- Inform managers of ongoing challenges customer-facing specialists encounter and ask for constructive feedback on how you can improve your individual contribution
Customer Success Manager
Eclinical Works
08.2010 - 10.2022
- Working with compliance team to adhere all the terms and conditions with respect to security as governed with the HIPAA compliance Act of USA
- Handling Internal Audits for information security which includes Risk Analysis, protection of theft and client Database security and Internal Data security
- Manage client accounts and all its requirements within SLA
- Communicate timely and effectively with clients
- Coordinate with internal teams for client's requirements
- Follow up with clients and internal team for various updates on the task
- Maintain day to day reports on work status, achievements, dependency, etc
- Set correct expectations with clients
- Handle critical issues and priorities accordingly
- Ensure task completion with client satisfaction
- Other duties as assigned
Sr. Production Billing Officer
Medusind Solution Pvt Ltd
03.2009 - 08.2010
- Dealing with Entirely Medical Billing Product for physician Expenses for nearly 8 entities (Hospitals) of US includes both federal & Commercial Insurance
- Handling a team of 40 members with both training and supervising management which includes motivation to meet daily and monthly Target
- Updating logs and maintaining report with Audit ensuring quality of 98%
- Supervising client meeting with video & Conference on weekly and on monthly basis discussing the production level and updation and so as difficulties facing with Product
Customer Service Executive
Hi-Tech Export Company Pvt Ltd
06.2007 - 02.2009
- Handling a Team of 15 members includes Support web research executive, Tele Callers
- Dealing with UK, USA, CANADA, and AUSTRALIA clients
- Handling Total operational Unit include Web Research, telecalling to International clients, Handling 24
- 7 Regulatory chat support, Interaction with the clients, Designing of product, Motivating the team members, Setting monthly basis target and making MIS Reports
- Train new recruitment executive about detail specification of the product
- Prepare Monthly MIS report for each team members
- Analyse report for complete operation in discussion with higher management for the development of business
Education
Post Graduate - Cloud Computing
Great Lakes Institute of management
ChennaiPG Diploma - undefined
Indian School Of Business Management Institute
Diploma - undefined
indian school of business management
Skills
Asst Mgr/Mgr
Operations Management
Customer Service
Process Management
SLA Management
Quality Assurance
Escalation Management
Project Management
Process Transition
Process Migration
Process Improvement
Delivery Management
Renewals
Team Management
Certification
Cloud Computing
Total Work Experience
17 Years 0 Month
Timeline
Customer Success Manager
Vrinsoft Technology Pvt Ltd
02.2024 - Current
Senior Customer Success Manager
RapidOps
04.2023 - 01.2024
Customer Success Manager
Eclinical Works
08.2010 - 10.2022
Sr. Production Billing Officer
Medusind Solution Pvt Ltd
03.2009 - 08.2010
Customer Service Executive
Hi-Tech Export Company Pvt Ltd
06.2007 - 02.2009
Post Graduate - Cloud Computing
Great Lakes Institute of management
PG Diploma - undefined
Indian School Of Business Management Institute
Diploma - undefined
indian school of business management