Eeva Razdan
Customer Success Manager
Pune
Summary
A dedicated Customer Success Manager with a strong passion for delivering exceptional customer experiences. Proactive and detail oriented, seeking an opportunity to contribute to the success of customers. Possesses excellent communication and problem solving skills.
Overview
5
5
years of professional experience
Work History
Digital Transformation-Customer Success Manager
Workday, Inc
Pune, India
01.2023 - 10.2023
- Responsible for the research, planning, co-ordination and execution of the launching of digital transformation program to drive on-boarding, engagement, renewal and expansion
- Crafting approach to engaging and providing self guided solutions to customers
- Optimizing the Digital program and monitor measures to understand how to learn more to improve
- Program Manage and collaborate cross functionally and drive execution in particular with gainsight team and the broader CSM team.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Success Manager
Survey2Connect
Remote
07.2022 - 01.2023
- Serve as a trusted advisor to customers by providing guidance and the best practices to address their business goals, needs and pain points
- Own the engagement and adoption strategy at all stages of the Customer Life Cycle
- Managing day to day account health checks, cadence calls, and business reviews, Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Helpful team player passionate about training others in customer success
Assistant Manager Customer Success
Whitehat Jr
Remote
07.2020 - 06.2022
- Assigning specific tickets/customer queries to team members on the latest products
- Planning and Implementing effective customer service procedures and policies
- Analyzing metrics and team performance statistics using Zendesk CRM.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Launched quality assurance practices for each phase of development
- Created customer support strategies to increase customer retention.
- Provided customer support to clients, answering questions and addressing concerns.
Exhibition Sales Executive
Markets And Markets
Pune, India
10.2019 - 05.2020
- Managed sales promotions and marketing strategies
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff
- Work closely with show manager to develop creative sales messages and marketing promotions.
Sales Officer
The Times Of India
Pune, India
02.2019 - 06.2019
- Business development- analyzing new possibilities of business growth and expansion
- To liaise with editorial team in order to facilitate routine work
Education
MBA - Marketing Management And Research
University of Pune
Pune 04.2001 -
BBA - Business Administration And Management
Panjab University
Chandigarh 04.2001 -
Skills
Client Relations
Customer Account Management
Strategic Planning
Revenue Growth
Customer Retention
Customer Relationship Building
Account Updates
Training and Mentoring
Report Analysis
Customer Advocacy
Customer Service
Timeline
Digital Transformation-Customer Success Manager
Workday, Inc
01.2023 - 10.2023
Customer Success Manager
Survey2Connect
07.2022 - 01.2023
Assistant Manager Customer Success
Whitehat Jr
07.2020 - 06.2022
Exhibition Sales Executive
Markets And Markets
10.2019 - 05.2020
Sales Officer
The Times Of India
02.2019 - 06.2019
MBA - Marketing Management And Research
University of Pune
04.2001 -
BBA - Business Administration And Management
Panjab University
04.2001 -