Jesmon Jacob
Hyderbad
Summary
Dynamic Senior Customer Success Manager at Global University Systems with expertise in churn analysis and data-driven insights. Achieved a remarkable 92% customer retention rate through innovative frameworks and cross-functional collaboration. Proficient in Excel and Power BI, I excel at automating workflows and enhancing customer satisfaction with a focus on strategic expansion.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Operations Manager
Global University Systems
Hyderabad
01.2021 - Current
- Implemented data-driven account reviews using Excel and Power BI to help customers understand ROI which increased customer rentention rate by 92%
- Developed a churn risk assessment framework that identified at-risk accounts based on platform usage patterns, enabling proactive intervention that maintained a 92% renewal rate.
- Worked cross-functionally with Sales and Product teams to streamline the customer onboarding process, reducing handoff resolution time by 30% through improved workflow automation and clearer operational playbooks.
- Created and analyzed customer feedback surveys to help product teams understand user pain points.
- Built segmentation reports that categorized accounts by engagement level, allowing for targeted expansion strategies for Account Executives.
Customer Coordinator (Customer Value Manager)
Voila F9 Gourmet LLP
12.2018 - 02.2020
- Managed end-to-end event operations, including setup, staffing, and guest coordination, ensuring seamless execution and earning "Best Service" feedback.
- Introduced streamlined F&B service methods, improving speed and efficiency without compromising quality.
- Conducted market analysis to adjust service offerings and pricing, maintaining a competitive edge and driving menu innovation based on customer feedback.
- Resolved escalated customer complaints diplomatically, ensuring quick resolutions and preserving brand reputation.
Senior Customer Success Associate
Accenture
07.2017 - 11.2018
- Delivered exceptional customer satisfaction across multiple communication channels by providing fast, effective resolutions tailored to each case.
- Consistently exceeded performance metrics including turnaround time, service quality, and integrity, earning the Best Performance Award.
- Resolved product-related inquiries, complaints, and disputes with customer-first solutions, supporting a smooth and positive customer journey.
- Promoted retention and adoption by handling returns, feedback, and order processing with attention to detail and a focus on customer value.
Operations Manager
Hinduja Global Solutions
08.2015 - 05.2017
- Processed international medical claims by verifying patient insurance plans and accurately billing either the payer or insured individual, maintaining 100% accuracy and compliance with data regulations.
- Recognized as Star Performer of the Month multiple times for consistently exceeding performance benchmarks across quality, volume, and turnaround time.
- Collaborated with healthcare providers and insurance payers to gather documentation, clarify coverage, and optimize claim processing workflows, reducing errors and delays.
- Maintained confidential patient records and ensured seamless communication between stakeholders to enhance customer experience and retention.
Education
Bachelor of Arts - Commerce
St. Mary's College
Hyderabad2015
Skills
- Excel
- Power BI
- Churn analysis
- Business operations
- ChurnZero
- NPS
- CSAT
- Cross-functional
- Expansion strategies
- Reporting
- Customer retention
- Automating workflows
- Segmentation
- Data analysis
- Data-driven insights
References
References available upon request.
Timeline
Senior Customer Success Operations Manager
Global University Systems
01.2021 - Current
Customer Coordinator (Customer Value Manager)
Voila F9 Gourmet LLP
12.2018 - 02.2020
Senior Customer Success Associate
Accenture
07.2017 - 11.2018
Operations Manager
Hinduja Global Solutions
08.2015 - 05.2017
Bachelor of Arts - Commerce
St. Mary's College
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