Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KAUSHIK ANANDA

Sr. Customer Success Manager
Bangalore

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

21
21
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Sr. Customer Success Manager

Nice Interactive
Bangalore
08.2013 - 06.2023
  • Experience in delivering SaaS solutions, managing recurring revenue, and initiating process improvements with robust Cx strategies to increase customer satisfaction, loyalty, and retention for different domains like software, manufacturing, contact centers and healthcare.
  • Drive weekly / bi-weekly demo / training calls with customers and engage in quarterly executive business reviews (EBRs) to drive value with executive sponsors / C-level executives
  • High rate of multi-year renewals (95% in Q1-2023) and highest number of Gartner reviews for NICE in 2022
  • Internal collaboration with support, product, marketing and engineering team(s) to enhance the customer experience

LEAD - Client Services

Yodlee Infotech
Bangalore
10.2007 - 08.2013
  • Demonstrated operational excellence by running targeted efforts to resolve and close the support tickets bringing the ticket backlog down by 25% in less than a month
  • Trained client services team on new product support process and developed detailed process documents resulting in reduction of ticket re-opens.

Technologist

Accenture
Bangalore
06.2006 - 08.2007
  • Interface with B2B customers via inbound calls for the purpose of successfully resolving technical problems including trouble shooting of issues with Lotus Notes, VPN, etc

Product Specialist

CLI3L e-Services
Bangalore
01.2006 - 06.2006
  • Engaged in transition of process and subject matter from Khodays Contact Center
  • Handled escalations and actively involved in proactive checks on CSEs process knowledge

Floor Support Officer

Khodays Contact Center, Support Guru
Bangalore
03.2002 - 01.2006
  • Floor Support Officer (FSO) for the EMEA region, focusing on improving the quality of service being offered to B2C customers.
  • Involved in quality calibrations of the frontline agents' calls with client's end users.

Education

Bachelor of Science - Computer Science

National College
Bangalore
04.1998 - 06.2001

Skills

Customer Relations

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Certification

ITIL Foundation

Timeline

Net Promoter Master Class

08-2018

NPS2 Certified Associate

08-2015

Sr. Customer Success Manager

Nice Interactive
08.2013 - 06.2023

ITIL Foundation

06-2013

LEAD - Client Services

Yodlee Infotech
10.2007 - 08.2013

Technologist

Accenture
06.2006 - 08.2007

Product Specialist

CLI3L e-Services
01.2006 - 06.2006

Floor Support Officer

Khodays Contact Center, Support Guru
03.2002 - 01.2006

Bachelor of Science - Computer Science

National College
04.1998 - 06.2001

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KAUSHIK ANANDASr. Customer Success Manager