Salesforce
Kevin James
Customer Success Specialist
Trivandrum
Summary
Customer Success Specialist with Increased client value & revenue through strategic account management of Salesforce clients. Expertise in upselling/cross-selling SaaS B2B products. Proven ability to multitask and deliver exceptional service, building strong relationships for long-term profitability.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Customer Success Specialist
Allbound
08.2023 - 05.2024
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Managed $20 million Annual Recurring Revenue (ARR) portfolio across all regions (APJ, EMEA, AMS) for both Enterprise and Commercial customer segments.
- Spearheaded the development of a strategic roadmap for enterprise accounts, which drove the team to achieve significant improvements in key performance indicators (KPIs) including customer satisfaction, product adoption, retention, expansion, and overall business success.
- Concurrently managed multiple sales pipelines, prioritizing upcoming renewals to secure near-term revenue growth. Proactively identified and nurtured key opportunities for future renewals, ensuring a sustainable revenue stream.
- Established a data-driven approach to customer success by implementing the Gainsight dashboard and custom Salesforce reporting tools. This approach empowered both the engineering and support teams to gain deep insights into customer metrics, enabling them to deliver a more optimized customer experience.
- Provided data-driven insights to the Director of Customer Experience on customer renewal opportunities. I leveraged Salesforce dashboards and reports to identify renewal prospects and forecast future trends, ensuring proactive planning for continued customer success.
- Significantly increased qualified upsell and cross-sell opportunities for Customer Success, identifying potential revenue streams exceeding $100,000 per quarter.
- Facilitated efficient global service delivery by authoring detailed documentation and customizable templates.
Digital Customer Success Specialist
Infoblox
01.2022 - 08.2023
- Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
- Proven hands-on experience in SaaS Blox-One products with focus on network management. Led integrated planning, design, and operation of our flagship products.
- Collaborated with the Engineering team to gain a deep understanding of the product lifecycle for our flagship products. Subsequently, leveraged this knowledge to effectively communicate with customers in EMEA and AMS regions.
- Implemented a proactive renewal strategy, including consistent follow-up procedures and meticulous maintenance of the renewals tracker. This ensured alignment with monthly, quarterly, and yearly forecast objectives.
- Demonstrated expertise in Atlassian JIRA by efficiently creating comprehensive tickets for customer requests and issues. These tickets consistently included thorough root cause analyses and clear summaries, ensuring a streamlined resolution process.
- Utilized scrum methodology to develop a comprehensive customer journey map. This map identified key touchpoints, pain points, and opportunities for improvement across the entire customer lifecycle.
- Spearheaded sales and revenue strategies by collaboratively developing adaptable processes tailored to each client's unique business environment.
- Employed a hybrid touch approach to customer inquiries, ensuring all interactions fostered positive customer experiences and resulted in successful issue resolution.
- Proficient in MS Excel for customer success tasks, including data analysis, reporting, and creating dashboards to track key metrics like customer satisfaction and product adoption.
Customer Success Specialist - Onboarding
Press Ganey
06.2019 - 01.2022
- Strong in Mozart Dashboard Client Onboarding an Implementations.
- Demonstrated expertise in managing accounts across diverse industries (Automobile, Retail, Healthcare, Services) through hands-on experience with ticketing tools like Salesforce and project management platforms like Jira.
- Demonstrated proficiency in capturing and communicating issues through Jira by creating well-structured tickets with clear summaries for the development team.
- Conducted quality assurance reviews of L1 teammate interactions within the Salesforce ticketing system.
- Managed high-priority onboarding and incident management tickets within Salesforce. Additionally, facilitated monthly client onboarding reviews by scheduling meetings with the onboarding team.
- Facilitated communication with USA Account Managers by scheduling presentations on upcoming new implementations and on-boarding processes via Slack. This included a request for their input on priority levels.
- Advanced user of Microsoft Excel with good experience in Account modeling and data visualization.
Sales Support Specialist
MSI
11.2016 - 09.2018
- Utilized Salesforce dashboards to track sales performance and provided exceptional customer service to online retail clients in the USA and Canada via phone and email.
- Managed the sales order creation process for major online retailers including Home Depot, Amazon, Tiles Bay, and Wayfair.
- Managed customer interactions for our online retail store in the US and Canada, handling inquiries via phone and email.
- Managed the procurement process by soliciting and negotiating quotes for products and services, and generating accurate payment receipts for all vendor inventory invoices.
- Strong client focus with proven negotiation skills for success with US customers.
- Reviewed order terms and conditions with customers to comply with company policy.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
Education
MBA - Human Resources Management
GEMS B SCHOOL
Bengaluru, India 04.2001 -
Bachelor of Science - Hospitality Administration And Management
NAIPUNNYA SCHOOL OF MANAGEMENT
Cherthala, India 04.2001 -
Skills
CRM Software
Atlassian jira
Salesforce
Gainsight
Tableau
MS Office
Jira
Software
Tableau
Gainsight
MS Office
Certification
CSP - Certified Sales Professional
Timeline
Customer Success Specialist
Allbound
08.2023 - 05.2024
Digital Customer Success Specialist
Infoblox
01.2022 - 08.2023
Customer Success Specialist - Onboarding
Press Ganey
06.2019 - 01.2022
Sales Support Specialist
MSI
11.2016 - 09.2018
MBA - Human Resources Management
GEMS B SCHOOL
04.2001 -
Bachelor of Science - Hospitality Administration And Management
NAIPUNNYA SCHOOL OF MANAGEMENT
04.2001 -
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