Zoho CRM
Open To Work
Hemanth Kumar
Customer Success Manager
Chennai,TN
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Customer Success ManagerSenior product support engineerSenior Product Support Engineer (Zoho CRM Data Migration)Senior Product Support Engineer (Zoho CRM)Product support engineerWork Type
Full TimeLocation Preference
On-SiteHybridRemoteLocation: Chennai, TNBengaluru, KAHyderabad, TGMumbai, MH
Open to relocation: Yes
Salary Range
₹1500000/yr - ₹2250000/yrImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leaveTeam Building / Company RetreatsStock Options / Equity / Profit Sharing4-day work weekSummary
Proactive and knowledge-driven Technical Support Specialist with an experience of 13 years proficiency in the Technical Support Industry and in the SAAS industry's best practices and related cloud applications, with the ability to be empathetic and achieve customer success goals. Take-charge Team Lead assists with training and mentoring new hires and existing employees. Demonstrates rapport and relationship-building skills both internally and externally. Also, have experience in handling a team of six members and training the team on the product and technical skills. The respected Team Lead functions as a true partner with peers throughout the organization. Directs subordinates in the completion of assignments using established guidelines. Takes initiative to make decisions and act quickly. Skilled team player with a strong background in Technical and Product environments. Works well independently to handle creating a custom function using the Deluge script. Works closely with developers for product enhancements and to learn scripting language.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
SME Advantage
Tring
12.2024 - 03.2025
- Onboarding new customers
- Explaining product features
- Helping customers achieve their business goals
- Anticipating customer needs and addressing potential problems
- Ensuring customers are satisfied and have a positive experience
- Driving long-term business value
- Building a website for clients using Zoho ONE.
- Helping the client with seamless website and email hosting.
- Helping the client with seamless integrations between Zoho products and external systems (eg, RingCentral, Twilio, SMS, etc.)
- Providing complete technical assistance to the client with product enhancements, customizations, and development.
- Led the implementation of a new customer onboarding process, streamlining onboarding time by 30%.
- Proactively identified and resolved customer pain points, fostering strong relationships and minimizing customer churn.
- Developed and conducted customer training sessions, empowering customers to maximize product value.
- Analyzed customer usage data to identify opportunities for value creation and upselling.
- Developed and delivered tailored customer success plans, aligning with specific business objectives and ensuring customer retention.
- Established and implemented a proactive customer outreach program, resulting in a 20% increase in customer satisfaction scores.
- Creating a technical process flow document with data flow and diagrams using Zoho Projects and Zoho CRM.
- Maintaining a regular case study with proper ticket creation using Zoho Desk.
- Also, customizing Zoho Desk for the clients based on the business requirements.
- Customization of Zoho CRM and configuring and hosting Zoho Mail, website hosting, and domain hosting for SME, B2B, and B2C clients using Zoho Sites.
Senior product support engineer
Sprinklr India Pvt
Bangalore
01.2023 - 07.2024
- Served as the primary technical support contact for Sprinklr's largest and most complex customers.
- Resolved critical issues with sales, customer success, and services teams to ensure timely solutions for complex customer needs
- Work with Support Engineers to resolve issues within SLA targets
- Collaborated with executives and program managers to improve customer support experience by implementing feedback mechanisms
- Conducted regular case reviews to analyze support ticket trends and identify actionable insights for service improvement
- Advocate client needs by highlighting product issues
- Report on customer health index and improvement strategies
- Share updates on product features and release readiness with clients
Senior Product Support Engineer (Zoho CRM Data Migration)
Zoho Corporation Pvt
Chennai
01.2019 - 10.2022
- Helped the customers to Migrate their data from different CRM providers to Zoho CRM (Salesforce, MS Dynamics, Sugar CRM, Office365, ACT, etc.)
- Facilitated customer API migrations, ensuring seamless integration with Zoho CRM.
- Converted the database for the customers from different formats like BAK, SQL, XLS, etc, and migrated it into Zoho CRM
- Converted the database for the customers using queries in SQL Management Studio, SQL Command line client, and internal tools and migrated
- Conducted log analysis to identify and resolve data migration issues, enabling rapid resolutions for clients.
- Worked closely with the developers for converting the SQL format data using SQL command line client script for migration. Gained knowledge on SQL script. Also for product enhancements and developments.
- Developed custom functions and buttons between applications using deluge script to enhance user experience.
- Observed employees to identify deficiencies and implemented strategies to close knowledge gaps
Senior Product Support Engineer (Zoho CRM)
Zoho Corporation Pvt
Chennai
06.2017 - 05.2019
- Led the customers to sign up through Zoho CRM seamlessly
- Delivered technical assistance to resolve customer issues in Zoho CRM applications via email and phone
- Provided technical assistance with integrating the Zoho CRM applications with other Zoho applications and external applications
- Assisted the customer in customizing their CRM application via email and phone
- Collaborated with sales team to develop technical solutions, enhancing overall team efficiency
- Helped sales team leverage technical expertise to create and modify products
- Coordinated with development and product management teams for product procurement, inspection, and approval processes
- Interacted with the developers for product development and feature enhancements based on the customer's business needs
Product support engineer
Zoho Corporation Pvt
Chennai
05.2015 - 06.2017
- Delivered primary customer support to SME end-users via email and phone, ensuring timely resolution in fast-paced environment
- Resolved end-user queries by actively listening and offering personalized assistance for product issues, enhancing user satisfaction
- Provided Technical Assistance to the customer for domain-based email signup
- Led the customers to signup for Zoho Mail service seamlessly (Personal Email & Business Email)
- Effectively ensured the overall call answered percentage of the team was above benchmark and avoided on-hold call wait rates
- Onboarded and trained incoming junior tech support specialists, equipping them with essential skills for effective customer support
Enterprise Technical support engineer
Concentrix Technologies India Pvt Ltd, Symantec Endpoint Protection
Chennai
03.2014 - 05.2015
- Completed over 80-120 technical support tickets each week, maintaining a high first-call resolution rate
- Communicated with end-users to assess technical issues, determine root causes and create actionable resolutions
- Communicated clearly, asking informed questions and actively listening to provide targeted technical support
- Resolved user inquiries regarding software and hardware operations, ensuring effective problem resolution
- Escalated unresolved firewall issues to internal teams, facilitating prompt resolution
- Guided users through detailed hardware installations and technical fixes via phone calls, email, and live chat
- Researched new updates, products, and changes to best practices
Internet technical support representative
Bell Canada
Chennai
01.2011 - 10.2013
- Managed incoming support requests and recorded actions taken to resolve each
- Set up the network's users, including configuring security settings and access permissions at the individual and group level
- Configured WAN, LAN and related equipment to achieve the desired size and performance for each network
- Installed, repaired, and upgraded network cables to optimize speed and performance
- Executed QC tasks to enhance web presence functionality
Technical support engineer
Dell Portables
Chennai
01.2011 - 10.2013
- Analyzed and resolved technical issues associated with Dell Laptops via phone and email
- Assessed technical issues with end-users, identified root causes, and developed actionable resolutions
- Utilized internal knowledge bases to provide accurate technical solutions for user inquiries
- Facilitated hardware installations and technical fixes for users via phone, email, and live chat
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
- Escalated unresolved issues to appropriate internal teams for resolution
Education
Diploma - computer engineering
04.2010
Skills
- API integrations
- CRM customization
- Technical support
- Data migration
- Client onboarding
- Product knowledge
- Account management
- Data analysis
- Problem solving
- Zendesk expertise
- Log analysis
- Zoho Analytics proficiency
- Zoho Projects management
- Zoho One Suite knowledge
- Documentation management
- Microsoft Dynamics expertise
- SQL database management
- Office 365 CRM skills
- Excel proficiency
- Salesforce CRM expertise
- SugarCRM knowledge
- HubSpot CRM experience
- Pipedrive CRM familiarity
- ACT CRM skills
- Workflow optimization
- Website hosting services
- Team building strategies
- LAN/WAN networking
- Zoho applications expertise
- Email hosting configuration
- Domain hosting solutions
- Deluge scripting proficiency
- SQL command line usage
- Zoho CRM expertise
- Team collaboration strategies
- Process improvement techniques
- Stakeholder management skills
Accomplishments
- Outstanding Support Resolution: Resolved over 1,200 support tickets monthly with 95% first-call resolution rate.
- Data Migration Expert: Successfully migrated data for 200+ clients across various CRM platforms.
- Exemplary Customer Satisfaction: Maintained customer satisfaction score of 98% over 3 consecutive years.
- Customer Retention Boost: Led team to achieve a 20% increase in customer retention by optimizing support processes.
- Achieved Performance Goals: Resolved 95% of critical issues within SLA targets.
- First-call Resolution Master: Achieved a first-call resolution rate of 90%+ consistently.
- Customer Satisfaction Leadership: Managed support team to maintain customer satisfaction score of over 90%.
- Efficiency Improvement: Reduced average ticket resolution time by 20% in 2020.
- Team Training Success: Trained 6 junior engineers, increasing team productivity by 25%.
- CEO Appreciation: Achieved direct appreciation for continuous customer satisfaction score of over 90%.
- Build and Hosting Website: Successfully built and hosted a personal website using Zoho ONE Suite.
Software
Salesforce
HubSpot
ZenDesk
PipeDrive
ACT CRM
Zoho Projects
Zoho Creator
Zoho Desk
Zoho ONE
Zoho Mail
Sugar CRM
Wordpress
SQL
Microsoft 365
Deluge Scripting
Timeline
Customer Success Manager - SME Advantage
12.2024 - 03.2025
Senior product support engineer - Sprinklr India Pvt
01.2023 - 07.2024
Senior Product Support Engineer (Zoho CRM Data Migration) - Zoho Corporation Pvt
01.2019 - 10.2022
Senior Product Support Engineer (Zoho CRM) - Zoho Corporation Pvt
06.2017 - 05.2019
Product support engineer - Zoho Corporation Pvt
05.2015 - 06.2017
Enterprise Technical support engineer - Concentrix Technologies India Pvt Ltd, Symantec Endpoint Protection
03.2014 - 05.2015
Internet technical support representative - Bell Canada
01.2011 - 10.2013
Technical support engineer - Dell Portables
01.2011 - 10.2013
Vel Tech Polytechnic College - Diploma, computer engineering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
- Tamil
- Hindi
- English, Native
- Tamil, Native
- Hindi, Beginner