Hari Bhaskar N V
Summary
Customer Success professional with 8+ years of SaaS experience managing enterprise and mid-market accounts globally. Skilled in post-sales onboarding, customer adoption, and retention, with proficiency in CRM platforms and a strong SQL background. Known for data storytelling and using insights to drive customer value, lifecycle management, and cross-functional alignment.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
LateShipment.com
Chennai, India
04.2020 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Drive customer retention by proactively identifying adoption gaps and success risks.
- Build trusted relationships with decision-makers and power users , owning escalations and complex account issues.
- Conduct Quarterly Business Reviews (QBRs) to review performance, adoption, and value realization.
- Support the development of customer testimonials and case studies in collaboration with internal teams.
- Worked closely with sales and product to ensure a cohesive approach to customer success and product enhancements.
- Act as the voice of the customer for Product and Leadership teams, sharing insights and improvement opportunities.
Customer Success Specialist
LateShipment.com
Chennai, India
04.2018 - 03.2020
- Organized and led meetings across departments to synchronize product updates and enhance support strategies.
- Conducted regular account reviews, identifying opportunities for product adoption and growth.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Enhanced knowledge base utilization through the creation of comprehensive articles addressing common product issues and solutions.
- Oversaw analysis and reporting of key customer satisfaction metrics. Provided strategic insights to management to enhance overall success.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
Customer Support Executive
LateShipment.com
Chennai
05.2016 - 03.2018
- Resolved customer inquiries through multi-channel support, enhancing overall satisfaction.
- Coordinated logistics and shipping issues, streamlining communication with shipping carriers.
- Developed comprehensive product knowledge to provide accurate information to customers.
- Implemented best practices for issue resolution, reducing average handling time significantly.
Intern – Business Operations
LateShipment.com
Chennai, India
02.2016 - 04.2016
- Executed comprehensive ecommerce business profiling and domain research to enhance customer targeting strategies.
- Developed product decks and customer-facing materials to enhance sales and onboarding discussions.
- Streamlined documentation of early customer support and success processes.
- Evaluated and documented invoicing procedures of diverse shipping carriers to identify best practices and streamline processes.
Business Operations Associate
Vertex Customer Management India Private Limited
Chennai, India
08.2015 - 02.2016
- Facilitated customer engagement through multiple communication channels to accurately assess and address service requirements.
- Transformed qualified requests into active customers through structured consultations and comprehensive onboarding questionnaires.
- Implemented strategies to drive post-onboarding value through upselling and cross-selling, ensuring seamless plan and service migrations.
Customer Service Executive
Christmas Tech Solutions
Chennai, India
12.2014 - 06.2015
- Collaborated with customers to identify needs for new activations and location transfers, enhancing service delivery.
- Ensured successful customer activation through thorough validation of service usage requirements and completion of confirmation workflows.
- Oversaw comprehensive customer onboarding process utilizing structured questionnaires and facilitated final confirmations through email communication.
Education
B.E - Electronics & Communication Engineering
Bhajarang Engineering College
ChennaiSkills
- CRM software
- Account management
- Training programs
- Customer advocacy
- SQL
- MS office
Languages
English
Tamil
Timeline
Customer Success Manager
LateShipment.com
04.2020 - Current
Customer Success Specialist
LateShipment.com
04.2018 - 03.2020
Customer Support Executive
LateShipment.com
05.2016 - 03.2018
Intern – Business Operations
LateShipment.com
02.2016 - 04.2016
Business Operations Associate
Vertex Customer Management India Private Limited
08.2015 - 02.2016
Customer Service Executive
Christmas Tech Solutions
12.2014 - 06.2015
B.E - Electronics & Communication Engineering
Bhajarang Engineering College