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
undefinedCertification
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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