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 allocationundefined
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
Singh - undefined
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