Kewal Singh Chauhan
Senior Client Experience Manager
Ghaziabad
Summary
Customer Success professional with 11+ years of experience in managing client relationships, driving product adoption, and ensuring long-term customer value in SaaS environments. Skilled at onboarding enterprise clients, resolving complex issues, and collaborating with cross-functional teams to improve product experience. Known for building strong customer relationships, reducing churn through proactive engagement, and delivering seamless support during critical project implementations. Passionate about helping organizations maximize the value of technology solutions while ensuring high customer satisfaction.
Overview
13
13
years of professional experience
Work History
Senior Client Experience Manager
Fielddrive BV
2023.01 - Current
- Managing high-value accounts, consistently exceeding expectations and cultivating trust among stakeholders.
- Reduced churn rate by identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
- Creating thorough help articles and documentation to improve user experience, showcasing strong communication skills and dedication to delivering valuable support in easily understandable format.
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
- Creating webpages on wordpress for the Lead Retrieval application of fielddrive.
- Acting as primary source of contact for support
during live product utilization. - Conducting testing on new product updates and delivering pertinent training to stakeholders and internal teams.
- Visiting onsite for smooth event execution.
- Utilizing AI tools for streamlining process.
Customer Success Manager
Hubilo Softech Pvt Ltd
2022.02 - 2023.01
- Collaborating closely with enterprise clients to assess their needs and objectives, assisting in developing strategic roadmap to achieve their goals.
- Optimized scheduling processes to ensure consistent on-time delivery of projects across multiple platforms.
- Managed budgets and resources effectively, ensuring timely completion of projects without compromising quality.
- Responsible for onboarding process and entire customer journey with product.
- Assisting clients in gauging success of their product utilization through analytics meetings.
Technical Consultant
ADOBE SYSTEMS (Contractual)
2019.03 - 2022.01
- Enterprise Onboarding for New/Renewal Adobe Commercial, Government and Educational
Enterprise Customers. - Conducting meetings with C-level executives from various organizations, delivering presentations to help customers understand how Adobe's Cloud solutions function and training them to utilize Adobe's SaaS-based products
- Assisting IT team with onboarding consultations and providing detailed implementation sessions for Single Sign-On using ADFS, Azure, OKTA, or Shibboleth, along with all available deployment options
- Offering solutions for effectively integrating Creative and Document Cloud with their existing infrastructure and ensuring complete adoption of subscribed products.
Technical Support Representative
IBM India
2016.10 - 2018.08
- Worked on tickets submitted by clients, running patches and updates on server, and remotely installing printers, scanners, and fax machines for users
- Experience in L1 support for Windows 7, 8, 10, and Linux Red Hat
- Troubleshooting IBM Lotus Notes and MS Office tools, including Outlook, Word, and Excel
- Knowledgeable about Peer Domain Join, End User Lease Rollover, Profile Storage, and Backup Processes
- Providing support for local and network printer drivers as well as other network devices
- Diagnosing network problems and troubleshooting proxy issues.
Associate in Resource Assignation Cell
HCL
2014.12 - 2016.01
- Assigning resources according to instructions from client
- Adhering to targets/goals of processes
- Organizing meetings between client and trainees.
Associate (Morgan Stanley Wealth Management, US)
IBM Daksh
2012.10 - 2014.03
- Meeting customers' needs according to directions provided by client and solving problems (technical/non-technical) to resolve issues faced by customer
- Providing technical support to customers and functioning as escalation point to resolve critical issues
- Troubleshooting network-related problems (IP address, TCP/IP, dial-up, LAN/WAN)
- Proficient in networking protocols such as DNS, DHCP, TCP/IP, SMTP, POP servers, and mail servers.
Education
Bachelor of Science (BS) - Life Sciences
05.2014
Intermediate -
04.2008
High School - undefined
04.2006
Skills
Customer Success Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
French
Beginner (A1)
Timeline
Senior Client Experience Manager - Fielddrive BV
2023.01 - Current
Customer Success Manager - Hubilo Softech Pvt Ltd
2022.02 - 2023.01
Technical Consultant - ADOBE SYSTEMS (Contractual)
2019.03 - 2022.01
Technical Support Representative - IBM India
2016.10 - 2018.08
Associate in Resource Assignation Cell - HCL
2014.12 - 2016.01
Associate (Morgan Stanley Wealth Management, US) - IBM Daksh
2012.10 - 2014.03
Dehradun Public School - Intermediate,
Tibetan Nehru Memorial Foundation - High School,
University of Delhi - Bachelor of Science (BS), Life Sciences