Justin John
Customer Success Manager | SAAS | B2B Sales | IT Services | Customer Relationship Management | Product Adoption | Renewal | Upsell
Pune,Maharashtra
Summary
5+ years of quality experience in Customer Success, B2B sales of IT services, solutions and SaaS products through account management & business development. Experience of International sales and Customer Success across multiple geographies for different industries. Adept in Customer Success, Pre and Post Sales. Proven ability to create & execute strategies & manage sales lifecycle.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Customer Success Manager
Zinrelo Inc.
Palo Alto, California
02.2021 - Current
- Customer Success Manager for SaaS based Loyalty Rewards Program software.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Managed technical integration, systems engineering program management, customer support and program management.
- Conducting QBR's for all client's to showcase both current and previous revenue numbers
- Contributed to annual revenue goals by selling new services.
- Organized promotional events and interacted with community to increase sales volume.
- Presented key decision-makers with new and updated account strategies.
- Created customer support strategy to increase customer retention.
- Expanded sales by converting free accounts to enterprise accounts
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Educated clients on new product features and updated account information to maintain high standards of client service.
Customer Success Manager
CrelioHealth Inc.
Pune, Maharashtra
02.2020 - 01.2021
- Customer Success Manager for SaaS based Healthcare Diagnostics software.
- Identified sales opportunities, assessing environment and devising and implementing winning strategy.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Drove new business development through qualifying leads, building relationships and executing strategic sales.
- Recommended changes, improvements in products according to customer feedback.
- Provided technical troubleshooting and problem solving for clients with installed equipment/system issues.
- Managed technical integration, systems engineering program management, customer support and program management.
Customer Success Manager
SmartServ Inc.
Washington, Seattle
05.2019 - 01.2020
- Customer Success Manager for SaaS based Field Service Management software.
- Serve as central point of contact for customer, managing their
expectations and ensuring high levels of satisfaction, with ability to think strategically about business, product and technical challenges. - Investigate technical issues and coordinate with product teams to diagnose and take corrective actions.
- Host periodic checkpoint and status calls with customers and internal stakeholders.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy
Service Desk Specialist
Druva Software
Pune, Maharashtra
03.2016 - 05.2019
- Initial point of contact for all new customers.
- Setting up of instances for new business clients and also POC clients.
- Primary point of contact for other technical teams.
- Working on Salesforce to create tickets and assigning to respective teams.
- Team member for coordinating with Cloud Operations, Pre & Post sales teams.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Served customers and followed outlined steps of service.
- Worked flexible hours; night, weekend, and holiday shifts.
- Worked with various scale of customers to understand needs and provide excellent service.
Education
Bachelor of Commerce - Computer And Information Sciences
Mahatma Gandhi University
Kerala, India 03.2005 - 03.2009
Skills
Strategic communications
Revenue growth
Inter-department collaboration
Training and mentoring
Client service optimization
Customer Relations
Key accounts development
Account updates
Lifecycle management
Pre-sales support
Certification
SalesForce Certified Developer
Timeline
Customer Success Manager
Zinrelo Inc.
02.2021 - Current
Customer Success Manager
CrelioHealth Inc.
02.2020 - 01.2021
Customer Success Manager
SmartServ Inc.
05.2019 - 01.2020
Service Desk Specialist
Druva Software
03.2016 - 05.2019
Bachelor of Commerce - Computer And Information Sciences
Mahatma Gandhi University
03.2005 - 03.2009