BINU OOMMEN
Bengaluru
Summary
Exceptional leader and client advocate who regularly exceeds goals; specializing in successful software implementation and customer retention, with a passion for building and maintaining client relationships, and coaching teams.
Overview
19
19
years of professional experience
Work History
Senior Customer Success Manager - Strategic.
Zscaler
06.2019 - Current
- Manage a portfolio of 15 strategic clients, totaling $16 M in ARR.
- Oversee implementation projects, managing technical and service staff for optimal success.
- Responsible for deployment roll-out for strategic accounts in CEUR.
- Acted as the primary point of contact for all SASE-related initiatives, ensuring clear communication between technical teams, vendors, and executive stakeholders.
- Responsible for collaborating with partner ecosystem to offer support throughout the customer life cycle.
- Fostering Adoption and Mitigating Churn.
- Aligned a company’s strategic goals into actionable actions.
- Collected benchmark and KPI data, analyzed trends and developed strategies based on metrics to help clients achieve their goals.
- Expansion:Maintain and grow MRR through ROI and product recommendations.
- Escalation Management:Experienced in mitigating escalations with Support, de-escalating volatile situations by taking ownership and working with the ecosystem to execute clear time-bound action plans.
- C-Level Engagement:Skilled at value-based conversations with C-Level stakeholders.
- Craft Customer Success Plans and use story telling strategies for maximum influence.
- Won the award for Global I-CSM of the Quarter for Q3, FY-24.
- Positive Feedback from colleagues, leaders and the ecosystem on professional and strategic.
Manager - Customer Success Management (EMEA)
Zscaler
06.2019 - 11.2022
- Managed a team of 8 world-class CSMs handling accounts in CEUR of approx. $32 M ARR; all of whom were considered strong assets; some winning awards and earning promotions.
- Responsible for aligning the team on the Zscaler and Customer Success strategic initiatives, driving these objectives operationally.
- Was an integral part of the GTM Sales organization, identifying and resolving business blind spots; thereby mitigating churn and expanding the client base.
Enterprise Customer Success Manager
Replicon
05.2018 - 06.2019
- Established relationships with clients to build and expand an account portfolio to reach and surpass sales goals
- Managed the sales cycle, from prospecting and qualifying, to closing deals
- Ramped within one month of transition from Customer Success Manager to Account Executive to exceed goals .
Team Lead - Customer Success
Replicon
05.2015 - 05.2018
- Training Customer Success Teams at Replicon.
- Coaching and mentoring individual CSMs.
- Transitioned clients out of training and into successful adoption
- Conducted business reviews with C-level executives.
- Demonstrated new products and modules to install base.
- Negotiated contract renewals.
- Exceeded retention goals by executing save plans for at-risk clients.
- Providing Operations Assistance for CSM Function - drawing up processes, KPIs, etc.
Customer Success Manager
Replicon
05.2014 - 05.2015
- Responsible for driving customer adoption and success by providing governance advice, usage/ adoption recommendations, risk identification and mitigation.
- Resulted in increased customer satisfaction, retention and expansion of the Replicon.com footprint.
- MVP Award for Q1, FY-2014
Corporate Account Executive
Replicon
04.2011 - 05.2014
- Responsible for sales to micro prospects (500+ licenses), managing these small value accounts and leads to closure
- Produced and executed e- mail campaigns, promotion of webinars and product demonstrations
- qualifying and funneling of leads
- Pipeline management.
- Skilled in Solution Selling, SPIN Selling. (Precursor to MEDDIC).
- Nominated for Employee of the Year.
Asst. Manager - Client Service
Kesdee
06.2010 - 03.2011
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed partner relationships for KESDEE's partners in South East Asia.
- Helped partners to provide product related guidance on KESDEE's catalog of solutions w.r.t their business needs.
- Supervised day-to-day operations of junior personnel to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
Sales Executive
Fedders Lloyd
08.2005 - 02.2006
- Lead generation.
- Tender preparation & documentation for vapor absorption chillers, company and
- Product presentation to prospects
- Preparation of responses to RFI.
Education
MBA - Marketing
M.S.RAMAIAH INSTITUTE OF TECHNOLOGY
Bengaluru, India01.2005
B.E. (Mechanical) - Marketing
M.S.RAMAIAH INSTITUTE OF TECHNOLOGY.
Bengaluru, India01.2003
Skills
- Customer Advocacy
- Guiding teams to success
- Process builder
- Conflict resolution expert
- Create & exceed KPIs
- Retention & renewals
- Product training for non-technical audiences
- ROI presentation
- Strong interdepartmental communication
- Project management
- B2B Enterprise experience
- Value based Selling
Timeline
Senior Customer Success Manager - Strategic.
Zscaler
06.2019 - Current
Manager - Customer Success Management (EMEA)
Zscaler
06.2019 - 11.2022
Enterprise Customer Success Manager
Replicon
05.2018 - 06.2019
Team Lead - Customer Success
Replicon
05.2015 - 05.2018
Customer Success Manager
Replicon
05.2014 - 05.2015
Corporate Account Executive
Replicon
04.2011 - 05.2014
Asst. Manager - Client Service
Kesdee
06.2010 - 03.2011
Sales Executive
Fedders Lloyd
08.2005 - 02.2006
MBA - Marketing
M.S.RAMAIAH INSTITUTE OF TECHNOLOGY
B.E. (Mechanical) - Marketing
M.S.RAMAIAH INSTITUTE OF TECHNOLOGY.
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