Gurmeet Chhiber
Toronto
Summary
Dynamic Technical Account Manager with a proven track record at Mimecast Canada, achieving a 97% customer satisfaction rating. Skilled in technical support and relationship management, I successfully implemented solutions that enhanced operational efficiency and drove a 20% increase in account spend. Passionate about problem-solving and fostering client engagement.
Overview
21
21
years of professional experience
Work History
Technical Account Manager |
Mimecast Services Limited
08.2021 - Current
- Achieved a 97% customer satisfaction rating among Mimecast customers in the U.S. by providing timely and effective technical support, resulting in an 80% increase in customer retention.
- Developed and implemented a streamlined case and project tracking process for new customers, increasing customer engagement, and reducing response time by 30%.
- Delivered comprehensive technical support to key clients, enhancing their operational efficiency.
- Led the implementation of over 20 Mimecast projects with customers, resulting in an average time-to-implementation reduction of 20%.
- Successfully grew customer account spend by 20% through proactive selling and identifying upselling opportunities.
- Identified and addressed technical requirements, providing innovative solutions to meet customer needs.
- Monitored and managed open cases, collaborating with internal teams to ensure timely resolutions.
- Maintained regular communication with clients, providing updates, and resolving technical issues effectively.
Software Consultant |
Scotiabank
Toronto
09.2019 - 07.2021
- Managed new client onboarding requests as part of the Customer Authentication Management Service (CAMS) team.
- Delivered Identity as a Service (IDaaS) solutions to a diverse range of national and international clients.
- Led client communication for onboarding processes, and provided ongoing technical support.
- Guided improvements to the client onboarding process, enhancing cost-effectiveness, and operational efficiency.
Engineering Manager |
Mimecast
London
11.2017 - 04.2019
- Oversaw multiple work streams within the Core Email Messaging Services team, handling new initiatives, customer requests, and engineering projects for a SaaS platform.
- Delivered effective solutions to complex customer challenges related to email and archiving configurations, driving high customer satisfaction, and fostering repeat business.
- Managed communication and alignment across all levels, ensuring stakeholders were consistently informed and engaged.
- Led Agile ceremonies, including daily stand-ups, retrospectives, sprint planning, demos, and story estimation sessions, ensuring efficient workflows.
- Demonstrated expertise across various topics, confidently addressing inquiries, and providing insights to both technical and non-technical audiences.
Senior Software Engineer
Mimecast
London
02.2013 - 10.2017
Software Developer
Proquest
Cambridge
05.2012 - 02.2013
Senior Software Developer
Rocketalk
Delhi
12.2006 - 12.2009
Software Developer
QLC
Mumbai
10.2004 - 12.2006
Education
MBA - Marketing
Birmingham City University
Birmingham, EnglandB.Tech - Computer Science & Engineering
Punjab Technical University
IndiaSkills
- Technical Support and Escalation Management
- Professional Networking and Relationship Management
- Risk Identification and Mitigation
- Technical Proficiency and Engineering Expertise
- Coordinating Product Integration Processes
- Problem-solving Skills in Technical Contexts
Accomplishments
- Increased customer retention rates by 25% through proactive relationship management
- Successfully led a cross-functional team in a project that reduced incident resolution time by 30%
- Multiple customer appreciations
Certifications and Courses
- Scrum Master Certification from Scrum Alliance
- Emotional Intelligence
- Success Management
- Stepping up to Conflicts
- Presentation Training - Content Design and Delivery
- Interviews and Selection of Great Talent
- Mimecast’s Manager Certification
- Mimecast’s Warrior and Gladiator Certifications
- DiSC - D
References
References available upon request.
Timeline
Technical Account Manager |
Mimecast Services Limited
08.2021 - Current
Software Consultant |
Scotiabank
09.2019 - 07.2021
Engineering Manager |
Mimecast
11.2017 - 04.2019
Senior Software Engineer
Mimecast
02.2013 - 10.2017
Software Developer
Proquest
05.2012 - 02.2013
Senior Software Developer
Rocketalk
12.2006 - 12.2009
Software Developer
QLC
10.2004 - 12.2006
MBA - Marketing
Birmingham City University
B.Tech - Computer Science & Engineering
Punjab Technical University
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