Deepak Singh
Lead - Customer Success Mgr
Bangalore,Karnataka
Summary
Dedicated professional with a total of 15+ years of experience, combining expertise in cloud computing with a strong background in stakeholder, customer success, and customer operations. Proven record of driving successful projects and customer experience.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Lead – Customer Success Manager
Apptio
06.2023 - Current
- Responsibility
- Managing a Team of 10 CSMs and partially handling 10 customer accounts
- Train and manage/mentor a team of Customer Success Managers
- Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption
- Relationship Management with a set of multi-cloud customers and helping them with all their requirements from the product and conduct business reviews
- Proactively reach out to customers and help them understand new features on the platform and increase engagement.
Sr. Technical Customer Support Specialist
Amazon Webservices
09.2017 - 05.2023
- Leading Cost Optimization for AWS Enterprise APAC Customers with cost control and account management
- Onboarding Amazon Enterprise customers and enabling clients on Cloud Finances, AWS tools, Shared Responsibility, Security, well-managed Architecture, and Best Practices
- Successfully managed highly strategic AWS Enterprise customers in ISV, LS, DMB segment
- Providing onsite customer support and/or handling critical conference calls with customers and support teams
- Being the customer-facing voice for Enterprise addressing complex Billing and Cost optimization queries
- Providing prompt, efficient, detailed, customer-oriented service to Enterprise AWS customers
- Working with Enterprise customers to understand how they use AWS services and raise product feature requests on behalf of customers
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assisting with Enterprise customer communication during AWS critical launches and support events
- Escalation point of contact for APAC and AISPL Enterprise customers
- Work with the training team in developing training material and driving projects that improve support-related processes
- Participate in hiring events & conduct P2P interviews.
Microsoft Azure Consultant
Microsoft - Sonata Software
03.2016 - 09.2017
- Responsibility
- Leading Azure support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, and monthly reviews
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective solutions to our customers
- Assist Team members in onboarding Azure Pro-Direct customers
- Build trusted advisor relationships with key stakeholders within the customer organization, including CFO CTO, IT Directors, and LOB leaders as well as technology professionals
- Managing escalations by Azure Enterprise customers
- Responsible for mapping client's requirements and offering customized solutions for better product management services
- Accountable for driving relationships with various teams comprised of Microsoft, Partner, and customer resources engaged in the delivery of complex solutions that result in a One Microsoft approach
- Work with Tier 1 technical account managers to ensure SLAs for premier and pro-direct customers are met
- Liaison with various Data Center Managers during platform downtime
- Liaison with BizSpark & BizSpark plus teams in order to onboard startups
- Pro-actively monitor business critical support issues
- Help Enterprise customers plan for deployment and migrations
- Ensure outage communications are sent to all Enterprise customers
- Capture opportunities and work with PG to have them implemented
- Host Ask the Expert Sessions
- Train New Hires on tools/process workflow
Azure Engineer
Microsoft - Magna Infotech
02.2015 - 03.2016
- Liaison with presales in acquiring Enterprise customers
- Responsible for mapping client's requirements and offering customized solutions for better product management services
- Accountable for driving relationships with various partners
- Work with Tier 1 technical account managers to ensure SLAs for premier and pro-direct customers are met.
Associate Manager, Team Lead
Hewlett Packard Enterprise
03.2005 - 01.2015
- Responsibility
- Managing a team of 10 - 15 members
- Leading workflow distribution and floor management to ensure that service levels are met
- Incentive management across teams
- Stack rank management across teams
- Responsible for Monthly operation review
- Prepare and analyze various reports including process dashboards and team performance charts
Education
AWS Certified Cloud Practitioner Microsoft Certified Professional (MCP) Oracle Cloud Infrastructure Foundation Associate Academic Credentials -
Bachelor of Commerce - Accounts
SGS Autonomous College
Sidhi Madhya Pradesh 04.1999 - 06.2002
Higher Secondary School - Biology
CHZ High School Satna
04.1997 - 06.1999
ICSE - undefined
Kerala Samajam Model School
Singh - undefined
Skills
Leverage data and analytics to make informed decisions regarding cost-saving initiatives and resource allocationFamiliarity with cost management tools, cloud platforms, and software that support cost optimization effortsAssess potential risks associated with cost-saving measures and develop contingency plans to mitigate themKnowledge of industry regulations and compliance standards related to cost management and optimizationsEffective communication and collaboration with internal AWS teams across different departments to implement cost savings strategiesMonitoring cost savings initiatives over time and providing regular reports on progress and outcomesDevelop and execute long-term cost optimization strategies aligned with organizational goals and objectivesAbility to identify complex cost-related challenges and devise creative solutions to address them
Certification
Amazon Certified Cloud Practitioner
Timeline
Lead – Customer Success Manager
Apptio
06.2023 - Current
Sr. Technical Customer Support Specialist
Amazon Webservices
09.2017 - 05.2023
Microsoft Azure Consultant
Microsoft - Sonata Software
03.2016 - 09.2017
Azure Engineer
Microsoft - Magna Infotech
02.2015 - 03.2016
Associate Manager, Team Lead
Hewlett Packard Enterprise
03.2005 - 01.2015
Bachelor of Commerce - Accounts
SGS Autonomous College
04.1999 - 06.2002
Higher Secondary School - Biology
CHZ High School Satna
04.1997 - 06.1999
AWS Certified Cloud Practitioner Microsoft Certified Professional (MCP) Oracle Cloud Infrastructure Foundation Associate Academic Credentials -
ICSE - undefined
Kerala Samajam Model School