Krishna Pal Singh
Gorakhpur
Summary
Seasoned Post-Sales Customer Success Manager with over 6 years of expertise in elevating customer experiences and driving long-term value. Adept at seamlessly transitioning clients from onboarding to post-implementation phases, ensuring continued satisfaction and success. Proven track record in implementing strategic account management initiatives to maximize retention, expansion, and overall customer health. Skilled in collaborating with internal teams to address customer needs, optimize processes, and enhance product offerings. Recognized for exceptional communication and problem-solving abilities, fostering strong client relationships. Dedicated to leveraging a deep understanding of both product functionality and customer objectives to drive mutual success. Committed to delivering innovative solutions that consistently exceed customer expectations and contribute to sustained business growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
DENTIRA
05.2024 - Current
- Current Role: Customer Success Manager (CSM) at Dentira, a procurement platform that enables searching, price comparison, and ordering across multiple suppliers in one place.
- Managed Accounts: Entrusted with managing around 20 DSOs in a short period.
- Key Responsibilities:Conduct client training, onboarding, and ongoing support to ensure a smooth customer journey with Dentira.
Negotiate prices with vendors on behalf of DSOs to achieve cost savings.
Collaborate with cross-functional teams to address bug fixes, enhancement requests, and platform improvements.
Utilize Jira to create and manage tickets for any technical issues or feature enhancements.
Assist chat support teams by providing guidance on responding to complex customer queries that require special attention.
Solutions Consultant / Customer Success Manager
Litera Technologies Private Limited
05.2021 - 12.2023
- Established and maintained strong relationships with global clients (US, UK, Egypt), serving as the primary point of contact for all post-sales activities.
- Led customer success initiatives for Litera Litigate (SaaS) and Kira (AI), ensuring seamless onboarding, training, and ongoing support to maximize client value and satisfaction.
- Developed and implemented customized onboarding plans, delivering training sessions to enhance legal case management and facilitate the adoption of Litera Litigate and Kira.
- Collaborated with legal professionals to provide tailored solutions, improving workflow efficiency and accuracy in document review processes.
- Conducted weekly regression testing to ensure software quality and stability, and utilized Salesforce to identify risks and proactively resolve issues, increasing client retention.
- Managed client-reported issues through Jira and worked closely with development and support teams to implement bug fixes and platform enhancements.
- Conducted regular client check-ins to gather feedback, address challenges, and identify opportunities for product improvements.
- Coordinated with cross-functional teams (sales, marketing, product development) to align customer success strategies with overall business objectives.
Senior Associate
Integreon Managed Solutions
03.2018 - 04.2021
- Contributed to the successful adoption and integration of Allegory (now Litera Litigate), a cloud-based Legal Case Management tool, through training sessions and knowledge-sharing initiatives for team members and end-users.
- Managed document review and cyber incident response using platforms like Relativity and Canopy, ensuring compliance with GDPR for handling Personally Identifiable Information (PII) and Protected Health Information (PHI).
- Conducted privileged redactions and investigations related to financial institutions, maintaining thorough and compliant processes.
- Leveraged expertise in technology platforms to enhance document review efficiency and support cyber incident response activities.
Legal Executive / Product Executive
Thomson Reuters
04.2017 - 03.2018
- Performed document and audio/video reviews of legal and financial records, utilizing E-Discovery platforms like Relativity & EDP.
- Executed surgical redactions on MS Word, PowerPoint, and Excel documents to maintain confidentiality and compliance.
- Contributed to the development and optimization of Allegory (now Litera Litigate), including regression testing to ensure software functionality and reliability.
Education
B.A. LL.B. (Hons) -
Lucknow University
06.2015
12th Standard: Commerce -
New Way Senior Secondary School
03.2010
10th Standard -
Udaya Public School
03.2007
Skills
- Customer Relationship Management (CRM)
- Communication
- Problem-Solving
- Product Knowledge
- Onboarding and Training
- Data Analysis
- Customer Advocacy
- Upselling and Cross-Selling
- Retention Strategies
- Time Management
- Empathy
- Strategic Thinking
- Technical Proficiency
- Collaboration
- Adaptability
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Languages
English, Hindi: First Language.
Certification
Successfully completed a comprehensive course covering the fundamentals of Customer Success Management.
Timeline
Customer Success Manager
DENTIRA
05.2024 - Current
Solutions Consultant / Customer Success Manager
Litera Technologies Private Limited
05.2021 - 12.2023
Senior Associate
Integreon Managed Solutions
03.2018 - 04.2021
Legal Executive / Product Executive
Thomson Reuters
04.2017 - 03.2018
B.A. LL.B. (Hons) -
Lucknow University
12th Standard: Commerce -
New Way Senior Secondary School
10th Standard -
Udaya Public School
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