Harish Tiwari
Sr Customer Success Manager
Noida
Summary
Results-driven Customer Success Manager with a passion for driving client satisfaction, retention, and revenue growth. With 12+ years of experience in building and nurturing strong customer relationships, specialize in developing and implementing strategic solutions that align with clients' business objectives.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Customer Success Manager
Leapwork
05.2021 - Current
- Spearheaded a team responsible for managing a portfolio of 75 clients, ensuring high levels of customer satisfaction and retention.
- Developed and implemented customer success strategies, resulting in 35-45% increase in client satisfaction scores over 12 months.
- Collaborated cross-functionally with sales, product, and support teams to identify opportunities for upselling and expansion within existing accounts, contributing to a 120% increase in annual revenue.
- Conducted regular business reviews with clients to assess performance, gather feedback, and align solutions with their evolving needs, resulting in 5-10% reduction in churn rate.
- Acted as a primary point of contact for escalations, resolving issues promptly and effectively to maintain strong client relationships.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
Customer Success Manager
Square Yards
08.2019 - 04.2021
- Managed onboarding processes for new clients, ensuring smooth transitions and successful implementations of products/services.
- Provided proactive support and guidance to clients, addressing inquiries and troubleshooting issues to minimize downtime and optimize usage.
- Collaborated with product development teams to relay customer feedback and prioritize feature enhancements.
- Developed and delivered customer training programs, empowering clients to maximize the value of their investments and achieve their business objectives.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generartion.
Assistant Manager
Indiamart Intermesh Ltd
04.2015 - 11.2018
- Managed client's on-boarding processes ensuring that their expectations and goals were fully met
- Ensured all time positive customer experience by communication and maintaining professional relationships
- Exceeded annual goals with client renewal rate above 85% for over 200 clients
- Track accounts to identify churn risk and work proactively to eliminate that risk
- Increase customer retention by conducting regular check-in calls and perform monthly health.
- Cross sell and upsell of other products and services.
Business Associate
V Bond Telesoft Pvt Ltd
10.2011 - 04.2015
- Selling Financial Products -Term Insurance Payment Protection Insurance
- Provide clients with excellent support
- (UNITED KINGDOM) Delivering & sustaining sales target
- Responsible for Meeting and Exceeding Targets as Assigned Periodically
- Responding in a Timely and Effective Manner to All Internal Communication
- Selling of debt management plans, Pension plans and payment protection insurance.
Education
B.com. (Bachelor of Commerce) - Accounting And Business Management
Arunachal University of Studies
Senior Secondary - Commerce
JKG Senior Secondary School
Ghaziabad, IndiaSkills
- Strategic planning & execution
- Account Retention & expansion
- Cross Functional Collaboration
- CRM Proficiency-Salesforce, Hubspot, Jira, Confluence
- Methodology- Scrum
- Team Management
Currentlocation
Gurugram, Haryana
Currentaddress
B-601, Aishwaryam Apartment, Noida Extension, Uttar Pradesh
Currentcompany
Leapwork
Personal Information
- Date of Birth: 04th July 1989
- Marital Status: Married
Certification
The complete agile scrum fundamentals course + Certification
Timeline
The complete agile scrum fundamentals course + Certification
01-2024
Senior Customer Success Manager
Leapwork
05.2021 - Current
Customer Success Manager
Square Yards
08.2019 - 04.2021
Assistant Manager
Indiamart Intermesh Ltd
04.2015 - 11.2018
Business Associate
V Bond Telesoft Pvt Ltd
10.2011 - 04.2015
B.com. (Bachelor of Commerce) - Accounting And Business Management
Arunachal University of Studies
Senior Secondary - Commerce
JKG Senior Secondary School
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