Jonah Raj
Customer Success Manager
Bangalore,Karnataka
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency having more than 10 years of experience. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
18
18
years of post-secondary education
3
3
Certifications
5
5
Languages
Work History
Customer Success Manager
Manhattan Associates
Bangalore
03.2022 - Current
- Acted as liaison between business, sales and IT teams to refine the product and incorporate features based on market demands
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Manage clients through emails and calls. And work on ticketing software(Salesforce) to create case and assign to relevant engineering teams.
- Collaborated with engineers, stakeholders to understand business problem and deliver the results to clients.
- To issue software licenses to clients and internals teams when required using oracle software.
- To gateway access to clients to use Manhattan applications and also help them reset passwords.
- To create daily and monthly reports and submit to the management on timely manner.
- To lead the daily, weekly and product update meetings with team.
Customer Success Manager
Jupiter Money
Bangalore
06.2021 - 03.2022
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Senior Customer Service Representative
Ooredoo Qatar
Qatar
01.2017 - 04.2021
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Mentored junior team members, contributing to their professional development and overall team success.
- Reduced call wait times by implementing effective time management techniques within the team.
Transaction Analyst
Accenture
09.2012 - 12.2016
Education
High School Diploma - General Studies
St. Joseph's Boys' High School
01.1996 - 04.2008
Associate's Degree - Computer Science
St. Joseph's Pre-University College
Bangalore 01.2008 - 04.2010
Bachelor of Commerce - BCom - Business/Commerce, General
Dr. C. V. Raman University, Kota Bilaspur
01.2012 - 04.2015
Skills
FRD
WMOS
MAWM
Artificial Intelligence (AI)
Project Management
User Documentation
Product Requirements
Quality Assurance
Product Management
Customer Relationship Management (CRM)
Customer service
Team management
Supply chain
E-commerce
Fintech
Process improvement
Certification
Certified Scrum Product Owner (CSPO) - Scrum Alliance, 06/01/2023, 06/01/2025, 1792826
Awards
Employee of Quater 1 - Manhattan Associates, 04/01/2024
Timeline
Customer Success Manager
Manhattan Associates
03.2022 - Current
Customer Success Manager
Jupiter Money
06.2021 - 03.2022
Senior Customer Service Representative
Ooredoo Qatar
01.2017 - 04.2021
Transaction Analyst
Accenture
09.2012 - 12.2016
Bachelor of Commerce - BCom - Business/Commerce, General
Dr. C. V. Raman University, Kota Bilaspur
01.2012 - 04.2015
Associate's Degree - Computer Science
St. Joseph's Pre-University College
01.2008 - 04.2010
High School Diploma - General Studies
St. Joseph's Boys' High School
01.1996 - 04.2008