Karthick Jayapal
Summary
Results-driven Management professional with 18+ years of experience in client, operations, organizational development and team building within diverse industries. Highly adaptable in planning, coordinating and executing successful strategies in IT/ITES, E-Commerce and SaaS platforms.
Overview
20
20
years of professional experience
Work History
Senior Customer Success Manager
TargetBay
10.2019 - Current
- Collaborated with cross-functional teams to establish customer success programs.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals & objectives, customer onboarding and training to ensure successful product adoption.
- Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.
- Created comprehensive reports on account performance and presented them to clients and management.
- Sourced new opportunities to introduce products and services to potential customers.
- Renewed existing accounts by cementing trusting relationships with customers.
- Collaborated with sales team to collectively drive growth.
- Pitched to new clients by leveraging client base and targeting strategic partnerships.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Identified customer needs by analyzing and tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, and retention rates.
- Developed strategies to increase revenue from existing accounts.
- Resolved customer complaints in a timely manner and conducted regular check-ins with customers to proactively address any potential issues or concerns.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Delegated work to staff, setting priorities and goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Drove customer escalations to resolution by engaging directly with clients.
Operations
Touchbase
11.2017 - 09.2019
Manager Operations
Aegis Ltd.
10.2016 - 10.2017
Contact Center Manager
Teleperformance India
01.2016 - 09.2016
Operations Manager
eServ Solutions
05.2013 - 12.2015
Operations Lead
iOPEX Technologies
09.2012 - 04.2013
Team Leader
Smartek Consultancy Services
02.2012 - 07.2012
Team Lead - Operations
Oceanic Consultancy Services
05.2008 - 01.2012
Subject Matter Expert
Sutherland Global Service
07.2004 - 04.2008
Education
ITIL V3
Service transition & Continual Service Improvemet
BSC Computer Science
Skills
- Client Relationship Management
- Project Management
- Customer/Client Account Management
- Operations Management
- Strategic Planning
- Client Relations
- Customer Retention
- Strategic Communications
- Revenue Generation
- Performance Improvement
- Decision-Making
- Organizational Structuring
- Training Management
- Operations Management
- Cross-Functional Team Management
- Team Leadership
References
References available upon request.
Timeline
Senior Customer Success Manager
TargetBay
10.2019 - Current
Operations
Touchbase
11.2017 - 09.2019
Manager Operations
Aegis Ltd.
10.2016 - 10.2017
Contact Center Manager
Teleperformance India
01.2016 - 09.2016
Operations Manager
eServ Solutions
05.2013 - 12.2015
Operations Lead
iOPEX Technologies
09.2012 - 04.2013
Team Leader
Smartek Consultancy Services
02.2012 - 07.2012
Team Lead - Operations
Oceanic Consultancy Services
05.2008 - 01.2012
Subject Matter Expert
Sutherland Global Service
07.2004 - 04.2008
ITIL V3
Service transition & Continual Service Improvemet
BSC Computer Science
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