Devanshu Yadav
Greater Noida
Summary
Dynamic Client Success Manager with a proven track record at Lynx Automation, adept at driving revenue growth through strategic account management and data analysis. Expert in client onboarding and relationship building, I enhance user engagement and satisfaction while leveraging strong analytical skills to identify retention risks and implement effective solutions.
Overview
10
10
years of professional experience
Work History
Client Success Manager
Lynx Automation
Florida
01.2025 - Current
- Managed client onboarding processes for seamless integration of automation solutions.
- Manage and scale a high-volume portfolio of 200+ accounts, serving as the primary strategic point of contact and driving long-term customer success.
- Directly oversee high-value enterprise accounts and major hospitality brands (including Vtrips, At Mine Hospitality, and Blue Suede), ensuring executive-level alignment and maximum product adoption.
- Analyze health data across 200+ diverse accounts to proactively identify retention risks, implement targeted intervention strategies, and protect annual recurring revenue.
- Developed client training materials on new software features to enhance user adoption and engagement.
- Cultivated key stakeholder relationships to improve client satisfaction and loyalty.
- Analyzed client data to identify trends and recommend process improvements.
- Led initiatives to streamline support operations and improve response times.
- Partner directly with the CEO to align client success strategies with overarching company growth objectives and quarterly business goals.
- Prepare and present high-level performance metrics and client health insights directly to the CEO, influencing executive decision-making.
- Own and execute Strategic Business Reviews (SBRs/QBRs) with key stakeholders, demonstrating product value and aligning software capabilities with client ROI.
- Identify and capitalize on expansion opportunities, consistently driving revenue growth through strategic upselling and cross-selling of products and services.
- Monitor client renewal cycles and health data to proactively mitigate churn risks and secure long-term account retention.
- Finance: Partner with the finance team to streamline billing processes, resolve invoicing discrepancies, and manage contract renewal documentation.
- Product & Support: Collaborate with product development and support teams to advocate for client feature requests and expedite the resolution of critical technical issues.
- Sales & Marketing: Align with sales and marketing teams on targeted customer retention campaigns and smooth post-sale onboarding transitions.
Technical Support Engineer
R Systems
Noida
01.2022 - Current
- Help customers to onboard newly purchased devices on Lynx dashboard, like Smart Locks, door sensors, Thermostats, ACS Locks, Smart hubs, and Smart TV.
- Run and update pre-written SQL queries to update/delete the table with new generated codes.
- Resolved complex technical problems through root cause analysis techniques in order to resolve queries related to user code not working, guest codes not working, and other access codes not working.
- Helped clients to set up users, administrators, and groups in order to set up user-level permissions of an organization over Lynx dashboard.
- Providing guidance to a team of 12 members and addressing performance issues, if any, arise.
- Working on Zendesk Ticketing tool to provide support on email queries and escalations by the customers' issues related to the Lynx Automation dashboard.
- Providing support to L2 queries related to the issues of automation not working, setting up Smart rules and workflow in order to automate the smart devices with each other.
- Helping customers to set up the Samsung V3 Aeotech hubs and set up Z-wave connection with Smart Locks by Yale, Remotelock, Schlage Encode, Yale Direct Wi-Fi, etc.
- Helped New customers to onboard and set up Lynx dashboard by providing scheduled training sessions
- Created more than 100 client-facing Knowledgebase articles.
- Conducting regular meetings with clients to ensure satisfaction with service standards.
- Worked as a Hardware Support Specialist (HOS) in order to take HOS meetings and handle Escalating Accounts.
- Create new feature request tickets for the development team so that features can be added in upcoming Lynx dashboard updates.
- Coordinating with Partner's support in order to resolve issues related to the APIs not responding and battery draining issue.
- Created the RMA process in Zendesk so that we can keep track of replacements and most recurring issues.
Sr. Enterprise Support Engineer
Adobe Systems
Noida
09.2020 - 12.2021
- Provided application support to enterprise clients, conducting expert sessions and addressing queries via calls, chats, and emails.
- Focus approach to resolve Tech challenges faced by the Customer by Understanding & responding to Customer queries / issues over, chat or email/ticketing system
- Configured Adobe licenses for users based on their job roles
- Providing a solution for the enterprise issues related to Applications like Adobe Acrobat, Photoshop Lightroom, After effects etc.
- Verifying technical reference information, including user guides, training manuals, and system requirements.
- Consulted across business operations, mentoring teams and leveraging specialized knowledge to enhance service delivery.
- Oversaw development, testing, and implementation of technical solutions, ensuring alignment with client needs and operational goals.
- Worked on C14E ticketing tool for ticket documentation and provided solutions on Email tickets
Assistant Manager of Operations
Teleperformance
Gurugram
12.2018 - 08.2020
- Assisted in developing operational plans and strategies to meet organizational objectives.
- Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures.
- Provided guidance to staff on operational matters, resolving issues as they arise.
- Developed and maintained effective relationships with clients and enterprise customers.
- Ensured that quality control standards were met by monitoring performance against established goals.
- Ensure delivery of Client KPIs/targets, including day-to-day service levels, customer experience, quality measures, and compliance measures.
- Generate dashboard and scorecards for the team for review. Performance management and appraisals for the entire team.
- Selecting, effectively managing, and coaching Operations Managers.
- Apply performance management strategies - Action plans, BQ planning. Training new associates on voice and accent and basics of the product. Responsible for ensuring that the team meets its KPI (key performance indicators) matrix.
- Perform monitoring and coaching in response to the feedback shared by the Quality team.
Sr. Enterprise Support Engineer
Teleperformance
Gurugram
07.2018 - 12.2018
- Provided technical guidance and troubleshooting assistance to enterprise products of Western Digital and SanDisk.
- Providing L2 support for installation of all types of Solid State drives (SSDs) and Wireless Drives.
- Interacting directly with clients on scheduled meetings through Google Meets to resolve their issues, such as mirroring their OS/data to a new SSD and helping them through the data recovery process.
- Identified customer requirements and provided the best recommended drivers for their devices.
- Developed automated scripts for system maintenance tasks.
- Performed root cause analysis of complex technical issues.
- Creating Zira tickets for the critical issue and bugs in the applications.
Technical Support Analyst
Teleperformance
Gurugram
08.2016 - 07.2018
- Focused on resolving tech challenges faced by customers by understanding and responding to queries/issues via chat or email/ticketing system; responded to and resolved all customer inquiries (via phone, email, chat)
- Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
- Championed knowledge management to enhance quality of knowledge base
- Identified business improvement areas and resolved them independently.
- Improved relationships with high-value accounts by addressing critical issues.
- Created detailed reports on system performance and user feedback for management review.
Education
Bachelor of Computer Applications - Computer Engineering
IEC College Of Engineering & Technology
Noida07-2018
12th - Mathematics
St. Anthony Sr. Sec. School
Farrukhabad07-2012
Skills
- Customer success
- Client onboarding
- Account management
- Client engagement
- Customer acquisition
- Upselling strategies
- Sales strategy
- Relationship management
- Strategic reviews
- Performance metrics
- Revenue growth
- Project management
- Project coordination
- Account oversight
- Client education
- Customer training
- Report generation
- Data analysis
- Growth management
- Business operations
- Stakeholder relationships
- Excel
- Power BI
- Zendesk/C14/ Oracle CASD
- Staff training
Affiliations
- Experience of more than Six years in Application, Hardware, and Automation support
- Six years of experience in providing Technical Support over Emails, Voice, Chat and scheduled calls
- More than Five years of ticketing experience with various ticketing tools like Oracle CRM, C14E, Salesforce, and Zendesk
- More than 4 years of experience in handling billing related issue of customers
- Experience in team handling and management
- JUMP certified by Teleperformance
Timeline
Client Success Manager
Lynx Automation
01.2025 - Current
Technical Support Engineer
R Systems
01.2022 - Current
Sr. Enterprise Support Engineer
Adobe Systems
09.2020 - 12.2021
Assistant Manager of Operations
Teleperformance
12.2018 - 08.2020
Sr. Enterprise Support Engineer
Teleperformance
07.2018 - 12.2018
Technical Support Analyst
Teleperformance
08.2016 - 07.2018
Bachelor of Computer Applications - Computer Engineering
IEC College Of Engineering & Technology
12th - Mathematics
St. Anthony Sr. Sec. School