Summary
Overview
Work History
Education
Skills
Interests
Languages
Timeline
Generic
Kamlesh Upadhyay

Kamlesh Upadhyay

Pithoragarh

Summary

Customer Success Manager with about 5 years of experience in business development, Customer Success and team building.

Overview

5
5
years of professional experience

Work History

Customer Success Manager

LCX Technologies Pvt. Ltd
10.2021 - 06.2023
  • Onboarding new corporate investors, showcasing product demos and ensuring a seamless integration into our platform.
  • Managed diverse communication channels with clients, including calls, chats, emails, and tickets, ensuring a responsive and efficient customer interaction experience.
  • Ensuring timely resolution of customer queries and issues.
  • Staying informed about the dynamic realm of web3 and blockchain technologies, and consistently update my knowledge to provide clients with better solutions and suggestions.
  • Providing proactive support to investors during new product launches and listings while ensuring their satisfaction with the product and the process.
  • Identifying opportunities for product improvement by gathering feedback from clients, contributing insights to the product team and aiding in the enhancement and rollout of new features or products.
  • Led and mentored a dynamic Customer Support team of 6-7 members, facilitating their training and onboarding for optimal team performance.
  • Conducted daily team meetings and knowledge enhancement sessions, ensuring effective communication, product updates, and cohesive teamwork.
  • Managed escalation cases ensuring timely resolution and customer satisfaction.
  • Implemented and maintained Standard Operating Procedures (SOPs) to streamline processes and enhance the overall efficiency of the Customer Support team.
  • Implemented key Customer Success metrics such as CSAT, NPS, FRT, and churn rate, contributing to data-driven decision-making and continuous improvement initiatives.

Customer Success Manager

Voicetree Technologies Pvt. Ltd
05.2019 - 06.2021
  • On-boarding new clients and providing them with
    complete product training.
  • Developing understanding of clients' needs, crafting customized solutions to precisely address their requirements.
  • Expanding relations with channel partners by proposing tailored solutions that align with their requirement.
  • Driving revenue growth through upselling and cross-selling.
  • Working on renewals and finding different
    methods of reducing churn And ensuring sustained client retention.
  • Constructing client profiles for insights into markets, supporting the marketing team with targeted campaigns.
  • Elevated C-SAT and NPS scores through focus on enhancing customer satisfaction.
  • Improving customer satisfaction ratings on various platforms through proactive and effective resolutions to issues or challenges faced by the clients.
  • Providing training to new support team members, contributing to a knowledgeable and effective team.

Customer Support Executive

Voicetree Technologies Pvt. Ltd
09.2018 - 05.2019
  • On-boarding new clients and providing them with complete knowledge of the product
  • Providing technical support to 500+ clients single-handedly
  • Managing different mediums of communication with the clients such as calls, chat, emails, tickets and in person meetings
  • Helping and assisting users with renewals if required.
  • Working on referrals and increasing the revenue for the organisation.

Business Development Executive

EWebGuru Solutions Pvt. Ltd
01.2018 - 06.2018
  • Understanding business model of web hosting and various aspects of it.
  • Exploring new avenues for business and comprehending market
  • Generating new business through various platforms
  • Understanding needs of existing clients in order to sustain them and lower churn rate.
  • Renewal of existing customer


Education

Bachelor of Arts - Economics And Geography

Kumaon University
Haldwani (Nainital)
05.2014

Skills

  • Blockchain and web3 support
  • Value driven
  • Written Communication
  • Data analysis
  • Relationship building
  • Technical consulting
  • CRM (Hubspot, Zoho, Kissflow)
  • Organization skills
  • Problem solving
  • Customer loyalty
  • Team building
  • Leadership

Interests

Photography

Nature

Music

Meditation

Languages

English
Hindi

Timeline

Customer Success Manager

LCX Technologies Pvt. Ltd
10.2021 - 06.2023

Customer Success Manager

Voicetree Technologies Pvt. Ltd
05.2019 - 06.2021

Customer Support Executive

Voicetree Technologies Pvt. Ltd
09.2018 - 05.2019

Business Development Executive

EWebGuru Solutions Pvt. Ltd
01.2018 - 06.2018

Bachelor of Arts - Economics And Geography

Kumaon University

Similar Profiles

CREATE PROFILE
Kamlesh Upadhyay