Manoj Kumar
Bengaluru
Summary
Results-driven Customer Success Manager with expertise in onboarding, adoption, expansion and retention in both B2B and B2C customers. Handled SMBs, mid-market, and enterprise accounts.
With over four years of experience in Client relationship management and two years in digital marketing. Adept at implementing SaaS solutions and enhancing SEO strategies to drive online visibility. Skilled in proactive problem-solving and training initiatives that improve customer experiences and satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Success Manager/Digital Marketing
Experience.com/Buyer's Road India Private Limited
Bengaluru
11.2022 - 12.2024
- Handled US Clients account holding an ARR value of $8 million within the Mortgage business segment
- Upselling & Cross-selling products and features. Achieved $3 million in expansion opportunities in terms of adding additional users, selling the PRO features, and signing the accounts in two- to three-year contracts
- Enabled a seamless transition for customers to become engaged users
- Ensuring a zero churn rate for the quarter
- Facilitated client adoption of software
- Building strong relationships with clients and customizing products according to their needs
- Driving OKR achievement for the organization
- Ensuring the clients have signed the order form/contract within the stipulated time
- Leveraged AI to drive customer-focused and mortgage loan officer-centric goals
- Monitor account health and identify areas of improvement
- Work closely with the accounting, revenue, engineering, and support teams for seamless customer satisfaction
- Preparation and delivery of QBRs & EBRs
- Organized periodic sessions for customers to outline updates and functionality of products
- Working with the Salesforce team in identifying gaps and areas of improvement in managing customers' accounts
- Resolving the clients' support cases on priority
- Providing process improvement ideas so that they work toward the benefits of the clients
- Assisted in the development and implementation of email marketing campaigns, and also by doing A/B testing
- Optimized website content and improving the search ranking scores of the user
- Working towards enhancing the SEO on both on-page and off-page aspects for the users, and assisting in the backlinking of the website URLs
- Collaborated with the web developers to ensure effective site mapping, website analytics, CTAs (calls to action), landing pages, and widgets are implemented on the user’s individual webpage
- Assisting the client in using Google Analytics and Google Ads to boost their leads and sales
Customer Success Manager, Technical Process Specialist
Infosys BPM
India
08.2022 - 11.2022
- Managed client relationships and on technical support
- Managed Clients accounts
- Troubleshooting and root cause analysis
- Prepared presentation decks to educate clients about products
- Maintained Zero churn rate by regular client meetings
- Working towards customer's satisfaction and driving Product adoption
Customer Success Executive
Convergys/Concentrix
India
12.2020 - 02.2022
- Involved in lead generation for SaaS software – Intuit Accounting, QuickBooks, and Indeed Job Search platform
- Managed smooth transition from negotiation to client onboarding and contract finalization
- Enhanced relationship-building skills to drive product uptake
- Addressed and resolved support issues
- Conducted regular health checks of the accounts
- Contract/Subscription renewals
Quality Advisor
Convergys/Concentrix
India
08.2016 - 11.2020
- Focused on quality assurance for telecommunication services
- Audited onshore and offshore technical calls and chats related to telecommunications
- Provided feedback to agents and handled calibration sessions
- Managed team responsibilities and ensured process compliance
Senior Process Associate
Mphasis
India
12.2014 - 08.2016
- Provided customer service support in resolving credit card queries
- Resolved customer's credit card billing issues over the phone
- Provided technical support for banking website inquiries
Senior Process Associate
Infosys BPM
India
11.2013 - 11.2014
- Delivered exceptional customer service in billing queries
- Addressed customers billing and technical queries over the phone
- Guided customers through troubleshooting and upselling products
Accounts Payable Analyst, Procurement, Statement of Work Validation, Invoice Auditing
Accenture
India
11.2009 - 10.2013
- Managed Accounts payable and quality analysis
- Improved payment accuracy by optimizing invoice validation and processing for accounts payable
- Handled communications with vendors and project managers
- Validation of SOW – Statement Of work), taking approval and getting is signed for further processing
- Creating Purchase Requisition and raising Purchase Orders as per the requirement
- Auditing the invoices processed from the team members and providing consecutive feedbacks
- Ensuring members are up to date with the process requirement
Medical Insurance Specialist
Mahindra Satyam
India
01.2008 - 08.2009
- Delivered adjudication services for medical insurance
- Achieved prompt settlement of issues for insurance transactions
Education
B.Com - Commerce
Bangalore University
India10.2007
Skills
- Salesforce
- Six Sigma
- Customer Success Management
- Account management
- Product adoption
- Client onboarding
- Technical support
- Contract negotiation
- Effective communication
- Auditing
- Digital Marketing
- Social Media Marketing
- SEO
- SEM
- Google ADs
- Google Analytics
- Email Marketing
- Canva
Certification
- Digital Marketing
Accomplishments
Customer churn prevention: maintaining a zero churn rate across multiple account portfolios while improving customer engagement through proactive communication. Also boosted the sales target of $3 million in terms of upselling the Pro features and contract negotiations.
Languages
- English - Native
- Kannada - Native
- Hindi - Native
Affiliations
Travelling to new places. I love Driving and riding. I also love pets and have a vibrant aquarium.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Timeline
Customer Success Manager/Digital Marketing
Experience.com/Buyer's Road India Private Limited
11.2022 - 12.2024
Customer Success Manager, Technical Process Specialist
Infosys BPM
08.2022 - 11.2022
Customer Success Executive
Convergys/Concentrix
12.2020 - 02.2022
Quality Advisor
Convergys/Concentrix
08.2016 - 11.2020
Senior Process Associate
Mphasis
12.2014 - 08.2016
Senior Process Associate
Infosys BPM
11.2013 - 11.2014
Accounts Payable Analyst, Procurement, Statement of Work Validation, Invoice Auditing
Accenture
11.2009 - 10.2013
Medical Insurance Specialist
Mahindra Satyam
01.2008 - 08.2009
B.Com - Commerce
Bangalore University
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