Collaborative leader skilled in fostering an engaged and empowering work culture through effective partnerships. Proven track record in building and maintaining strong relationships with diverse stakeholders in dynamic, fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Veris- Digicred Technologies
08.2023 - 06.2024
Building and maintaining relationships: Fostered strong connections with Veris customers worldwide, ensuring a high level of client satisfaction and loyalty
Streamlining operations strategy: Collaborated with management to optimize operational processes, contributing to increased efficiency and overall business performance
Quarterly/Annual Business Reviews and MIS Reporting: Successfully scheduled and completed regular business reviews, providing key insights to both internal teams and clients
Prepared comprehensive Client Management Information System (MIS) reports
Team Management and Coaching: Led and coached a dedicated team of customer support agents, emphasizing the importance of delivering exceptional customer service
Metrics Monitoring and Process Improvements: Monitored customer support metrics to identify areas for improvement
Implemented process enhancements to elevate the quality of customer support services
Cross-functional Collaboration: Worked closely with cross-functional teams to identify and resolve customer issues promptly, ensuring a seamless and positive customer experience
Industry Trends and Best Practices: Stayed abreast of industry trends and best practices in customer support, integrating relevant knowledge into daily operations for continuous improvement
Strategic Customer Engagement: Develop and maintain strong relationships with key clients, serving as the primary point of contact for strategic discussions, account reviews, and overall customer satisfaction
Customer Onboarding and Adoption: Oversee the successful onboarding process for new clients, ensuring seamless integration and adoption of our products and services
Collaborate with cross-functional teams to meet customer expectations
Retention and Upsell Strategy: Develop and execute strategies to maximize customer retention and identify upsell opportunities
Achieved a 20% increase in upsell revenue within the first year of tenure
Quarterly Business Reviews (QBR): Conduct comprehensive QBRs with clients to review performance metrics, discuss product enhancements, and align our solutions with their evolving business goals
Increased the number of customer testimonials by 30% through targeted advocacy initiatives
Successfully managed and executed projects for a diverse portfolio of clients, including Fortune 500 companies in the technology, finance, and healthcare sectors.
Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
Customer Success Manager
M & S Consulting
01.2022 - 07.2023
Served as liaison between customer-facing personnel, key customers, and product team
Actively assist leadership team and client service teams in identifying leads and managing pipeline
Assisted US team and organizing and overseeing assignments to drive operational excellence
Identified actionable insight to improve client results and team strategy which leads to up sell opportunities through knowledge of client's business requirements, product growth, and strategy
Researched and incorporating points of view and problem-solving methodologies that aid in, leveraged client service engagement, and incorporated into software development
Develop external and internal communications such as client engagement
Recommended software enhancements to software development team based on customer interaction and feedback
Being leader and working cross-functionally within sales and software development to continuous improvement of set business and platform
Customer Success Outcomes Developed engagement strategies with customers to establish professional relationship by providing operational and software expertise, customer service, and training
Needs and value are being delivered to client
Develop and execute service plans that target customers' key strategic business initiatives and pain points
Proactively monitors renewal risk factors.
Customer Success Manager
Cartula
12.2018 - 12.2021
Client Relationship & Management: Served as the main point of contact for the initial customer onboarding, platform end-user training, and post-go-live support
Monitored customer progress and addressed customer inquiries with timely and accurate updates
Collaborated with engineering and development team to set up or configure software platform as per customers' requirements and troubleshoot technical issues raised by the customer
Provide insights to customers to ensure that get most out of the platform with the aim of helping grow customer base
Establishing clear retention goals and process milestones for clients and employees to work toward.
Assisted customers with onboarding and product setup to foster successful adoption and usage.
Established strong relationships with key customers, resulting in increased customer loyalty.
Lobby Manager
Guest Relationships
06.2014 - 11.2018
Implemented staff training programs, leading to improved performance and increased employee retention.
Mentored new employees during their on boarding process, providing guidance on best practices and policies.
Developed strategies for increasing repeat business by cultivating loyal relationships with returning guests.
Organized events in lobby area such as live music performances or art displays to enhance guest experience.
Resolved conflicts between guests and staff members calmly and professionally, maintaining a positive work environment.
Managed a team of front desk agents, ensuring smooth operations and adherence to hotel standards.
Established effective communication channels between departments contributing towards seamless coordination of daily activities.
Management Trainee
NANDOS
06.2012 - 04.2014
Improved management skills by participating in rigorous training programs and workshops.
Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
Gained knowledge of company policies, protocols and processes.
Acted with integrity, honesty, and knowledge to promote culture of company.
Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within business journey.
Spearheaded adoption of new technologies to enhance operational efficiency and customer engagement.
Education
MBA - Operations Management
SRM University
Chennai
07.2018
Bachelor of Science - Hotel Management
IHM
New Delhi, India
05.2013
Skills
Data-driven decision-making
Customer Advocacy
Relationship Management
Upselling strategies
Software Implementation
Customer Journey Mapping
Account Updates
Idea Development and Brainstorming
Customer Segmentation
Proficient in Zoho,AsanaJira,AWS,Azure,Django,Sendgrid,Confluence
Schedule Management
Customer Account Management
Process Improvement
Affiliations
PDSA, Land Mark - 2020
Customer Success Management Pulse, Google - 2022
Languages
Tamil
English
Hindi
Telugu
Extracurricular Activities
Weekend Volunteer, People for Animal, New Delhi - 2022 Member, Association of Gurgaon Cricket Club