Summary
Overview
Work History
Education
Skills
Certification
Linkedin Certifications
Timeline
OperationsManager

Isaiah Madem

Bangalore

Summary

Results-driven Senior Customer Success Manager, Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager (Strategic)

ZoomInfo Technologies Inc
10.2023 - Current
  • Managed portfolio of 32+ high-value accounts with ACV of $33M, driving customer satisfaction and retention rates of over 95%
  • Led successful implementation of customer success strategy, resulting in 6% reduction in customer churn within six months
  • Collaborated with cross-functional teams to develop and launch customer onboarding program, resulting in 25% increase in product adoption
  • Implemented proactive account management strategy using in-house application (Engage), resulting in 12% increase in account renewals
  • Maintained relationships with key clients by providing customize service, resulting in 12% increase in customer loyalty and satisfaction
  • Acted as primary contact for executive leadership, facilitating strategic initiatives
  • Developed adoption strategies and engaged end users effectively
  • Conducted Quarterly Business Reviews (QBRs) with C-suite executives, showcasing ROI
  • Achieved 10% increase in product adoption through hosting impactful webinars and training sessions focused on product education
  • Took advantage of GainSight for adoption tracking and stakeholder engagement, offering strategic recommendations
  • Conducted customer health checks and proactively addressed concerns
  • Identified renewal risks and ensured successful renewal processes
  • Communicated customer feedback for product improvements
  • Consistently achieved 120% of monthly KPI targets
  • Facilitated meetings for collaboration and alignment with goals
  • Arranged customer visits to facilitate engagement and collaboration.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.

Manager, Technical Support

Aqueralabs India Private Limited
01.2020 - 06.2023
  • Managed IAM team, overseeing 600 accounts with $27M ACV, reducing churn rate to 8.5%
  • Provided guidance, coaching, and training for technical and customer service skills to enhance Customer Satisfaction
  • Addressed escalated customer issues, ensuring timely resolutions, reducing TTR from 16 days to 2 days over 2 months
  • Implemented PagerDuty and established process for P1 escalation, reducing turnaround time from 1 day to 1 hour
  • Conducted email and call audits to reduce TTFR from 138 days to 7 days and P1 tickets to less than day
  • Conducted customer behavior and handling training to increase CSAT score from 34% to 71%
  • Coordinated cross-functional teams to resolve complex technical issues, leading meetings with engineering team to reduce Jira bug tickets time from 12 days to 7 days
  • Collaborated to identify root causes and recurring bugs, implementing long-term solutions
  • Worked closely with documentation team to create and maintain technical documentation
  • Optimized support processes and workflows, driving efficiency improvements and established cohesive 24/7 global support
  • Provided feedback on product enhancements and development roadmap
  • Engaged with customers to understand requirements and offer guidance
  • Established KPIs and metrics to measure support effectiveness, aligning performance appraisal processes with company goals
  • Conducted data analysis to improve productivity
  • Implemented 360-degree feedback processes for comprehensive evaluations
  • Supported sales teams with technical insights and client communication
  • Chaired weekly meetings with key stakeholders to address performance gaps.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Defined clear targets and objectives and communicated to other team members.

Customer Success Manager

Automation Anywhere
10.2019 - 06.2020
  • Managed relationships with 80 accounts, totaling USD 1.5 Million business
  • Oversaw onboarding, software implementation, adoption, retention, and satisfaction
  • Established strategic advisor relationships, driving Automation Anywhere product value
  • Collaborated with clients to define critical goals and achieve them
  • Analyzed account performance, optimized processes, and met KPIs
  • Led renewal process, negotiated pricing, and forecasted renewals
  • Proactively addressed customer pain points, driving escalations
  • Conducted Process Discovery calls to identify automation opportunities
  • Conducted detailed account reviews for performance improvement
  • Collaborated on SFDC reports for strategic decision-making
  • Implemented Customer Success Playbook for team empowerment
  • Orchestrated dynamic team meetings to enhance playbook effectiveness
  • Worked on SFDC Change request project for Global CSM Dashboard.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.

Customer Success Account Manager

Kaseya Software India Pvt. Ltd.
08.2018 - 04.2019
  • Managed portfolio of 180 accounts with ARR $80k-$150k, contributing to $800k BOB valuation
  • Handled 16 products, delivering impactful demonstrations and training sessions
  • Exceeded upsell and expansion targets, achieving average 30% quarterly growth
  • Central point of contact for customer satisfaction, collaborating with sales for efficient onboarding and increased usage
  • Monitored customer usage to identify and mitigate churn risks
  • Ensured successful Kaseya implementation and ROI, educating customers on relevant features
  • Provided internal feedback for product improvement, coordinated escalations between teams
  • Provided weekly reports including call dials, utilization, renewal, growth forecasting
  • Analyzed churn reasons for management discussion and action planning.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.

Manager - Channel Data Services

Zyme Solutions
08.2017 - 06.2018
  • Hosted status calls and ad hoc meetings for client satisfaction
  • Managed accounts with ARR $500k-$600k, overseeing 250 accounts with values $10k-$120k
  • Led high-performing Customer Success team, including hiring, performance assessment, and training for 26 direct reports
  • Monitored SLAs, allocated staff optimally, handled processes
  • Recommended/implemented service improvements, resolved issues independently
  • Collaborated with teams, conducted internal/external meetings
  • Provided management reporting, established workflows for efficient ticket tracking.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Customer Success Manager

Replicon Software (India) Pvt Ltd
04.2014 - 07.2017
  • Managed 320 accounts with ARR ranging from $2,000 to $8,000, contributing to total book of business nearing $300,000
  • Led renewal and expansion strategies, fostering lasting client relationships
  • Provided tailored product adoption guidance based on comprehensive customer assessments
  • Conducted product demonstrations to facilitate cross-selling and expansion
  • Established strategic advisor relationships with clients, ensuring ongoing product value
  • Conducted online training, webinars, and demo sessions for new clients, leading onboarding
  • Assisted clients in establishing critical goals and key performance indicators, aiding in achievement
  • Generated analytical utilisation reports to influence renewal business and drive user adoption
  • Responsible for customer retention, growth, upselling, and contract renewal efforts.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

Global Escalation Management

Dell International Services
05.2008 - 02.2014

Education

Bachelor of Commerce -

Skills

  • Excellent Communication
  • Onboarding
  • Customer Relationship Management
  • Leadership
  • Escalation Management
  • Troubleshooting (Problem Solving)
  • Customer Satisfaction
  • Account Management
  • Customer Retention
  • Project Implementation
  • Upselling
  • Relationship Building
  • Salesforce proficiency
  • Customer Advocacy

Certification

  • ITIL Foundation
  • CCNA (Cisco Certified Network Associate)
  • MSCE- Microsoft Certified Solutions Expert (Server Infrastructure)
  • Sales Leadership System - White Belt
  • ZoomInfo SalesOS Certified

Linkedin Certifications

  • Building Professional Relationships
  • Customer Success Management Fundamentals
  • Leading When you are not in Charge
  • Learning Minitab version Minitab 17
  • Preparing for Successful Communication
  • Presenting to Senior Executives
  • Six Sigma Foundations
  • Controlling ChatGPT with Custom Instructions or API System Messages

Timeline

Senior Customer Success Manager (Strategic)

ZoomInfo Technologies Inc
10.2023 - Current

Manager, Technical Support

Aqueralabs India Private Limited
01.2020 - 06.2023

Customer Success Manager

Automation Anywhere
10.2019 - 06.2020

Customer Success Account Manager

Kaseya Software India Pvt. Ltd.
08.2018 - 04.2019

Manager - Channel Data Services

Zyme Solutions
08.2017 - 06.2018

Customer Success Manager

Replicon Software (India) Pvt Ltd
04.2014 - 07.2017

Global Escalation Management

Dell International Services
05.2008 - 02.2014

Bachelor of Commerce -

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