Maan Thapa
Hyderabad
Summary
With over 14 years of professional experience, I am a seasoned specialist in Customer Support and Success Management, with a strong focus on Customer Success. I have over 7 years experience in SaaS B2B products. Proficient in fostering loyalty, enhancing retention, and nurturing client relationships, I demonstrate adept leadership in team management, process optimization, and utilizing data-driven insights to elevate customer experiences. I excel in managing high-pressure scenarios, resolving complex issues, and implementing strategic initiatives to drive business growth. Committed to continuous improvement, my expertise ensures the delivery of exceptional service and customer satisfaction, driving value for both clients & the organization.
Overview
16
16
years of professional experience
Work History
Senior Customer Support Specialist
GoHighLevel
12.2022 - Current
- Handled L2 escalations through tickets and Zoom calls, coordinating with the product team and backend developers to identify bugs and provide resolutions to clients
- Conducted training sessions for teams of 15-25 members to deliver product updates, refresher training, and address knowledge gaps, especially as the product continually evolves.
- Specialized in workflow automation, campaigns, triggers, integrations, account setup, and CRM products.
- Provided customer service and technical support for customers via phone, email, and chat.
- Resolved customer inquiries promptly while maintaining high-quality standards.
- Developed creative solutions to customer issues that resulted in increased customer satisfaction.
- Assisted customers with product ordering, account setup, billing inquiries, and troubleshooting.
- Maintained detailed records of customer interactions and transactions in CRM system.
- Tracked customer feedback to identify trends and areas of improvement within the organization.
- Collaborated closely with other teams to develop strategies for resolving escalated issues quickly.
Customer Success Manager
Mantra Technologies
08.2017 - 12.2022
- Customer success, Assist customer setup the CRM, with campaigns, Automation, email, telephony provide work around solutions over Emails, Calls and chat and raise escalation Tickets for product related glitches
- Onboarding new sign up customers.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure their needs were met.
- Developed custom solutions for customers based on their individual business objectives.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Coached team members on best practices for delivering exceptional customer experiences.
- Assisted sales team by providing technical expertise during the sales process.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Drove customer escalations to resolution by engaging directly with clients.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Senior Technical Support Executive
Securifi
04.2016 - 08.2017
- Technical Support, Assisting customer with Installation, configure, troubleshoot with Router and Home Automation system, work on IoT products and IFTTT rules setup for Home, automation products.
- Provided technical support to customers, resolving complex issues and escalating when necessary.
- Provided remote technical assistance using remote access tools such as GoToAssist .
- Diagnosed system malfunctions and provided solutions in a timely fashion.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Senior Technical Associate
Tech Mahindra
08.2012 - 04.2016
- Working for an ISP profile, providing technical support on PCs, laptops, modem and routers
- Helping customer fix the internet, computer, browser, email and application based issues through troubleshooting guidance and remote screen sharing.
- Resolved complex hardware and software problems with remote customers.
- Performed troubleshooting of network connections and other system components.
- Provided guidance to junior team members on technical matters and assisted in their professional development activities.
- Worked closely with vendors to ensure timely delivery of hardware and software components as needed.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Process Developer
Genpact(GECIS)
06.2008 - 08.2012
- Worked for international Health care process called GE healthcare into various domain, worked for CSA International voice process for 2 years, promoted as Process developer and later moved to order management process, handling critical order group
- Coordinating with different warehouses across Globe and with the logistics team, like UPS, FedEx through calls, email, and chat to ensure timely delivery of critical health care equipment and parts.
- Monitored KPIs related to process performance in order to detect any issues or potential problems early on.
- Provided training to staff on newly implemented processes and procedures.
- Created reports detailing the results of process improvement initiatives.
- Resolved customer problems with speed and professionalism to maintain high satisfaction ratings.
Education
Bachelor of Arts - English
Dr. B.R. Ambedkar Open University
Hyderabad01-2022
Skills
- Team Leading
- Technical Support
- Customer Service
- Mentoring
- Feedback
- Software Support
- Promotional Campaigns
- Troubleshooting
- Hardware Support
- Application Support
- SaaS
- Agile CRM
- Customer Success Management
- Application Support Specialist
- Managerial Skills
- High Level
Additional Information
14 Years 0 Month
Languages
- English
- Hindi
Languages
Nepali
First Language
English
Advanced (C1)
C1
Hindi
Beginner
A1
Timeline
Senior Customer Support Specialist
GoHighLevel
12.2022 - Current
Customer Success Manager
Mantra Technologies
08.2017 - 12.2022
Senior Technical Support Executive
Securifi
04.2016 - 08.2017
Senior Technical Associate
Tech Mahindra
08.2012 - 04.2016
Process Developer
Genpact(GECIS)
06.2008 - 08.2012
Bachelor of Arts - English
Dr. B.R. Ambedkar Open University
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