Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic
Kalyan R Jambavathi

Kalyan R Jambavathi

Hyderabad

Summary

Customer Success and Specialist professional with over 11 years of experience in managing customer relationships, leading support teams, and driving client satisfaction. Proven ability to handle cross-functional teams, resolve escalated issues, and implement processes to enhance service delivery. Skilled in project management, ensuring that goals are met within timeframes and budgets, while maintaining a focus on client needs and business objectives. Expertise in improving customer experience, building strong client relationships, and working with internal teams to meet service expectations.

Overview

14
14
years of professional experience

Work History

Client Specialist

Deel
02.2024 - Current
  • Interacted with team members across departments to research and resolve customer issues.
  • Conducted case management activities and services with multidisciplinary team.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Trained new team members on best practices for managing client accounts, fostering a culture of continuous learning within the department.
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Conducted regular follow-ups with clients to maintain communication and ensure their needs were met.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Acted as liaison between company''s technical staff and clients by translating complex product/service specifications into easily digestible formats for non-expert audiences to comprehend during sales pitches or consultation sessions held thereof via proa

Customer Success Manager

Fireflies
01.2019 - 03.2023
  • Achieved a 97% customer retention rate by developing and executing a proactive outreach strategy to identify and address customer issues before they became major concerns
  • Increased customer satisfaction ratings by 20% through personalized onboarding and ongoing training programs that catered to the unique needs of each client
  • Successfully managed a portfolio of 50+ enterprise-level accounts
  • Improved the efficiency of the customer support team by implementing a new ticketing system and streamlined processes, resulting in a 25% reduction in response time and a 40% increase in ticket resolution
  • Led a cross-functional team in the successful rollout of a new product feature, resulting in a 30% increase in product adoption and a 15% increase in monthly recurring revenue
  • Proactively identified and resolved customer issues, resulting in a 25% reduction in customer complaints and a 20% increase in customer referrals
  • Developed and executed a customer advocacy program by being their trusted advisor, resulting in a 50% increase in customer reviews and a 30% increase in customer referrals
  • Conducted regular business reviews with key stakeholders, resulting in a 25% increase in upsell opportunities and a 15% increase in cross-sell revenue
  • Trained and coached a team of 5 customer success associates, resulting in a 30% improvement in customer satisfaction ratings and a 20% increase in revenue from renewals
  • Provided guidance on how to handle customers
  • Developed and implemented a Net Promoter Score (NPS) survey program, resulting in an average score of 9.2 out of 10 and a 20% increase in customer advocacy.

Account Manager

Webware
06.2016 - 12.2018
  • Managed a portfolio of 20+ accounts
  • Achieved a 95% customer retention rate by developing and executing customized account plans that addressed each client's unique needs and challenges
  • Exceeded quarterly revenue targets by an average of 20% through effective pipeline management and cross-selling/up-selling opportunities
  • Led a successful product launch for a new service offering, resulting in a 30% increase in sales within the first quarter
  • Built strong relationships with key decision-makers at client companies, resulting in a 40% increase in referrals and a 25% increase in new business opportunities
  • Analyzed sales data and market trends to identify new revenue opportunities, resulting in a 15% increase in annual revenue
  • Coordinated and executed successful product demonstrations and presentations for prospective clients, resulting in a 35% increase in closed deals
  • Conducted regular business reviews with clients, resulting in a 20% improvement in customer satisfaction ratings and a 15% increase in customer loyalty
  • Collaborated with cross-functional teams to deliver effective solutions to client issues, resulting in a 25% reduction in customer complaints.

Customer Service Lead

Perk.com
11.2013 - 05.2016
  • Led a team of 10 customer service representatives, achieving a 95% customer satisfaction rating and a 90% first-contact resolution rate
  • Reduced customer wait times by 50% through the implementation of new call routing and queueing technologies
  • Improved customer service team performance through regular coaching and feedback, resulting in a 30% reduction in customer complaints and a 20% increase in customer retention
  • Successfully implemented a new customer service software system, resulting in a 25% reduction in average response time and a 40% increase in ticket resolution
  • Conducted regular training sessions for customer service representatives, resulting in a 15% improvement in product knowledge and a 20% increase in upsell opportunities
  • Managed a team of customer service representatives who handled 500+ daily emails, maintaining a 90% service level and a 95% quality assurance score
  • Established and maintained positive relationships with key clients, resulting in a 25% increase in customer referrals and a 20% increase in revenue from existing clients
  • Monitored and analyzed customer service metrics to identify areas for improvement, resulting in a 30% reduction in customer churn and a 15% increase in customer satisfaction
  • Coordinated cross-functional efforts to resolve complex customer issues, resulting in a 40% improvement in issue resolution time and a 20% increase in customer satisfaction.

Project Delivery Manager

Fugo Services
02.2011 - 09.2013
  • Led requirements gathering and management in the areas of web design and content management, interacting with clients to understand their needs and ensure high-quality deliverables
  • Took ownership of client deliverables, proofreading and editing written content and websites to ensure they were promotion-friendly and met client expectations
  • Reduced time to market and increased team productivity thanks to processes that have been improved and optimized through the creation of templates
  • Ensured content quality control by reviewing written content for grammatical errors and making necessary revisions to meet promotion requirements
  • Successfully managed a group of 15 executives and 3 assistant managers, providing direction and leadership to boost team productivity
  • Collaborated with clients and team members to ensure that projects were completed on time and within budget
  • Leveraged strong project management skills to plan and execute projects, allocating resources and managing timelines to ensure project success.

Education

Master of Business Administration -

EDC Paris Business School
11.2021

Skills

  • Customer Orientation
  • Communication Skills
  • Leadership Skills
  • Teamwork
  • Time Management
  • Microsoft Office
  • Zendesk
  • Asana
  • Project Management
  • Stripe
  • Hubspot
  • Analytical Skills
  • Cross-function Coordination
  • Conflict Management
  • Strategic Planning
  • Relationship Building
  • Strong empathy
  • Client Needs Assessment
  • Exceptional communication
  • Performance Tracking
  • Problem-solving skills
  • Organizational Skills
  • Adaptability and Flexibility
  • Decision-Making
  • Team Collaboration

Websites

Languages

English
Bilingual or Proficient (C2)
French
Beginner (A1)

Timeline

Client Specialist

Deel
02.2024 - Current

Customer Success Manager

Fireflies
01.2019 - 03.2023

Account Manager

Webware
06.2016 - 12.2018

Customer Service Lead

Perk.com
11.2013 - 05.2016

Project Delivery Manager

Fugo Services
02.2011 - 09.2013

Master of Business Administration -

EDC Paris Business School

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Kalyan R Jambavathi