Cherry Abraham

Experienced Senior Customer Success Specialist with 19 plus years of customer success experience in Product and SaaS Operations. History of implementing successful improvements to support processes and fostering team collaboration.

Recognised for demonstrating unwavering dedication, enthusiasm, loyalty, and a strong focus on operations excellence.

Skilled in building and maintaining strong client relationships.

Prepared to contribute to a demanding role. Acknowledged for exceptional self-motivation, practical leadership skills, and a steadfast commitment to nurturing robust customer relationships. Demonstrated success in independently resolving intricate problems and ensuring the team focuses on addressing diverse business and customer needs.

I have a proven track record of successfully managing relationships with Clients/Partners/Vendors from the United States, Europe, Asia-Pacific (APAC), and Australia.

Support Professional with expertise in efficiently managing critical issues, important client accounts, conducting training, and team building activities for the team.

Energetic and proactive professional adept at diagnosing and fixing complex product issues and documenting articles.

Driven by a relentless commitment to excellence, I bring flexibility and adaptability to manage client demands effectively. With a track record of successfully handling diverse customer requirements, I ensure optimal outcomes and maintain high-performance standards.

• Have assisted new joiners to be inducted to the IBM Emptoris project smoothly
• I have led a team of 6 members, including the Development and hosting team, to address the critical issue of accounts I have been managing
• (HSBC, SSE, Telefonica, Henkel, ABB are a few of the vital clients I oversaw.)
• Have provided training to the US support team to manage 50+ customers during US business hours to drive customer satisfaction and retention
• Conducted product training and collaborated with different teams to drive adoption of IBM Emptoris, Supply chain products like SSM-PGM, Spend Analysis, and Sourcing modules
• Build similar skill sets in IBM - US by coaching the US support team on products and processes
• As a vital member of a 5-person team from May 2015 to May 2016, I actively contributed to establishing support operations in the United States
• Our Primary goal was to implement a follow-the-sun model, enabling seamless customer service coverage across multiple time zones
• Have achieved the NPS score target of 90% for the consecutive three quarters in 2019.