Hari Naidu
Gurugram
Summary
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
Chennai07.2018
Bachelor of Science - Hotel Management
IHM
New Delhi, India05.2013
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
Hobbies and Interests
- Cooking
- Watching Documentaries
- Software Trends
- Playing Cricket
Certification
- PDSA, Land Mark
2020 - Customer Success Management Pulse, Google
2022
Timeline
Senior Customer Success Manager
Veris- Digicred Technologies
08.2023 - 06.2024
Customer Success Manager
M & S Consulting
01.2022 - 07.2023
Customer Success Manager
Cartula
12.2018 - 12.2021
Lobby Manager
Guest Relationships
06.2014 - 11.2018
Management Trainee
NANDOS
06.2012 - 04.2014
MBA - Operations Management
SRM University
Bachelor of Science - Hotel Management
IHM