ServiceNow
Mansij Sharma
Customer Relationship Manager
Gurugram
Summary
Results-driven Customer Success Manager with a decade of experience cultivating lasting client partnerships. Solid technical background and extensive customer-facing expertise. Skilled at understanding client needs and translating technical features into tangible business benefits. Adept at crafting and implementing customer success strategies, anticipating obstacles, advocating for client needs, and fostering seamless cross-functional collaboration. Instrumental in driving product adoption and fostering mutual success, leading to enhanced satisfaction and retention rates for clients and the organization.
Overview
11
11
years of professional experience
4031
4031
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Customer Success Manager
Vanguard Tours India Pvt Ltd
01.2025 - Current
- Created customer support strategies to increase customer retention.
- Made customers aware of current and new programs and services.
- Managed customer relations on ongoing basis to maximize customer retention.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Managed a team of customer service representatives, providing coaching and guidance for improved performance.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Customer Success Manager
Leena AI
04.2021 - 11.2024
- Successfully onboarded and nurtured a portfolio of 20+ enterprise clients utilizing Leena AI's AI-powered HR platform, ensuring their strategic objectives were met and driving significant improvements in employee experience.
- Proactively partnered with stakeholders to understand their evolving needs and challenges, leveraging data-driven insights to identify opportunities for product optimization and strategic recommendations that maximized client value and satisfaction.
- Orchestrated the resolution of complex technical and operational issues by effectively collaborating with cross-functional teams (Product, Engineering, Implementation), ensuring timely resolution and minimizing client disruption to maintain high satisfaction levels and meet critical SLAs.
- Developed and implemented scalable best practices for customer onboarding and ongoing engagement, resulting in a streamlined customer journey, faster time-to-value, and increased adoption of Leena AI's capabilities.
- Effectively managed and mitigated client escalations through proactive communication, strategic problem-solving, and a commitment to exceeding expectations, safeguarding client relationships and ensuring long-term partnership.
Senior Lead- Customer Success and Support
GARTNER
12.2017 - 04.2021
- Led a team of 15 customer support professionals at Gartner, fostering a high-performing environment focused on delivering exceptional technical support to internal clients.
- Spearheaded the strategic resolution of complex technical issues across diverse areas, including software deployment, Active Directory, networking, and applications, ensuring minimal disruption to Gartner's internal operations.
- Developed and implemented internal customer service protocols and training materials that significantly improved response times, resolution rates, and overall support effectiveness.
- Championed the analysis of customer feedback and performance data (KRAs) to identify key areas for service improvement, and proactively implement strategic changes to enhance the internal client experience.
- Successfully managed service escalations, ensuring clear communication with stakeholders, and driving efficient resolution to maintain high levels of internal client satisfaction.
- Contributed to the development and implementation of internal support architecture and standards, ensuring a robust and scalable technical support framework within Gartner.
- Self-motivated, with a strong sense of personal responsibility.
Product Support Engineer
HCL Technologies Pvt Ltd
07.2014 - 12.2017
- Acted as a dedicated point of contact for Exxon Mobil and BT Group customers, advocating for their needs internally to ensure timely resolution of issues and a consistently positive experience, directly impacting customer satisfaction and loyalty.
- Analyzed customer interactions and feedback from Exxon Mobile and BT Group to identify trends, potential challenges, and opportunities for proactive engagement, contributing to the development of strategies that enhance customer success outcomes.
- Guided customers through the lifecycle of HCL-supported services, ensuring smooth onboarding, ongoing support, and demonstrating the value proposition to foster long-term partnerships and minimize churn.
Education
Bachelor of Science - Information Technology
Hindustan College of Science & Technology, UPTU
Mathura, Uttar Pradesh 04.2001 - 07.2014
Intermediate - Science
St. Georges College
Matriculation - Science Education
St. Georges College
Skills
Client account oversight
Certification
Foundational CSM Certification
Accomplishments
- Best Performance Award, 2018
- Received “On the Spot” award for quick and stable fixes, 2019
- Learning Mindset Award (Core Value Award), 2022
Software
Jira
Freshdesk
Oracle Database
Unified Dashboard
Salesforce CRM
Zendesk
Microsoft Project
Confluence
Postman
BMC Remedy
Timeline
Customer Success Manager
Vanguard Tours India Pvt Ltd
01.2025 - Current
Customer Success Manager
Leena AI
04.2021 - 11.2024
Senior Lead- Customer Success and Support
GARTNER
12.2017 - 04.2021
Product Support Engineer
HCL Technologies Pvt Ltd
07.2014 - 12.2017
Bachelor of Science - Information Technology
Hindustan College of Science & Technology, UPTU
04.2001 - 07.2014
Intermediate - Science
St. Georges College
Matriculation - Science Education
St. Georges College
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