Chirasmita Behera
Bangalore
Summary
Dedicated customer account management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Builds rapport to onboard and retain high-performing portfolios. Skilled in upselling and consultative sales to reach organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Skyhigh Security (formerly McAfee)
04.2021 - 04.2023
- Transformed customer success operations through the implementation of CASB (Cloud Access Security Broker) and cloud–native Security Service Edge (SSE) solutions, leading to 20% uplift in client retention rates
- Supported customers through implementation, adoption, renewal and growth to drive long-term success and value
- Managed all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation
- Became customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes.
- Acting as an escalation point for customer and ensuring those resolved in timely manners
- Work closely with customer, sales, PS, and support team to determine planning, implementation, and integration of security solutions
- Conduct QBR, weekly review and escalation calls with customers, partners, and sales teams
- Collaborate with Sales team to identify areas of need for upsell/cross-sell opportunity
- Help in building strong connections with the customers, and ultimately increase their lifetime value
Technical Account Manager
Microfocus
06.2017 - 03.2021
- Advocacy team to improve customer experience at strive to make the products better
- Conduct weekly escalation calls with end customers, partners and sales teams
- Recommended new and improved products to customers and explained benefits, outlining applicable promotional offers to drive purchases
- Gathered and documented competitive intelligence to steer future product development plans for increased market share
- Received numerous feedback and awards for best contributor towards business result and customer excellence.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
Senior Technical Solution Consultant
HPE
10.2013 - 05.2017
- Awarded for best team player in the team Consultant for Arcsight Premier Customer
- Script level debugging, tracking defects and working in unison with labs to fix them
- The support scope includes software installation, integration, and configuration, up gradation, backup and recovery, licensing and patch management
- Troubleshoots and assists customers on product issues via telephone, WebEx and email
- Collaborate closely with team members from support, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and supportability matters
- Develop, document and publish best practice methods, technical white papers, knowledgebase articles and solutions
- Received various appreciations from the end customers for solving their critical production down issues
- Delivered training and knowledge sharing session to front line engineers across the region.
Senior Technical support consultant
HP
11.2007 - 09.2013
- Provide remote consulting services via WebEx sessions to assist with critical production system down issues
- Conduct weekly knowledge sharing session with front line support engineers
- Preparing and customizing templates for functional reports and event specific notifications
- Administering execution of database tuning, troubleshooting processes and updating the configuration files
- Perform successful customer's system upgrade and resolve upgrade failure issues
- Delivered training and knowledge sharing session to front line engineers across the region.
Software Consultant
Staff Supplementing Group, Accenture
12.2005 - 09.2007
- Co-ordinate US and IDC teams through regular conferences & mails
- Knowledge sharing with onsite team on engagement process improvement
- Work with other groups to roll out engagement level initiatives
- Perform SOX audits for Program Change Management Controls
- Perform Backward trace audit for Mainframe application
- Managing the Database that has been created for SASR.
Education
MCA -
National Institute of Technology (NIT)
01.2004
Bachelor Degree of Science -
Utkal University
01.2000
Skills
- McAfee Products: ENS, CASB, DLPe, SIEM
- SIEM Products: ESM, Smart connector, Logger, UBA, NetIQ, CDF
- Languages: PL/SQL, C, C
- RDBMS: Oracle, MySQL, PostgreSQL
- Script Language: Shell Script, Perl Script
- Security field knowledge: SSL, certs/CA, openssl, Firewall
- CRM Tool: Salesforce, Churn Zero
- Client Relations and Customer Account Management
- Training and Mentoring
Certification
- Arcsight ESM Administrator v7 Certified Expert
- ArcSight ESM Advanced v7 Certified Analyst
- Microsoft Certified Azure Fundamentals
Timeline
Customer Success Manager
Skyhigh Security (formerly McAfee)
04.2021 - 04.2023
Technical Account Manager
Microfocus
06.2017 - 03.2021
Senior Technical Solution Consultant
HPE
10.2013 - 05.2017
Senior Technical support consultant
HP
11.2007 - 09.2013
Software Consultant
Staff Supplementing Group, Accenture
12.2005 - 09.2007
MCA -
National Institute of Technology (NIT)
Bachelor Degree of Science -
Utkal University
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