Mayank Vyas
Summary
Results-driven Sr Customer Success Manager with 10+ years of experience in technology, customer success, and Generative AI adoption. Proven track record of driving product adoption, enhancing customer proficiency, and building strong relationships with cross-functional teams. Expert in designing training programs, facilitating collaboration, and empowering engineers to maximize AI technology utilization. Strong background in Agile methodologies, DevOps practices, and consultative selling with demonstrated success in managing high-value accounts and delivering exceptional customer experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr Customer Success Manager
Kapture .Cx
02.2023 - Current
- Securing high-value accounts ($900K) through consultative selling, effective GENAI solutions, and promoting compelling business opportunities.
- Leading cross-functional teams across the whole product development lifecycle, including customer lifecycle journey, customer onboarding, implementation, and client retention.
- Responsible for managing and coordinating various SAP projects (Versuni, Hindware, NBFCS, MHFL etc), including international rollouts, and ensuring their successful execution.
- Ensuring the successful integration of SAP C4 and SAP S4 HANA systems, while also emphasizing the importance of effective communication, risk management, and quality assurance.
- Training new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring with the latest technologies, such as Gen AI, to reduce the escalation by 25%
- Managing portfolio of 20+ enterprise clients, resulting in a 15% increase in customer retention
- Defining UAT scripts together with businesses and regions for Rest API integrations, deployments, and other integrations.
Manager, Customer Experience
CropIn Technology Solutions
12.2020 - 02.2023
- Maximized performance by onboarding 15 Customers ( ACV $350K ), earned and retained business worth ( ACV $402K ).
- Achieved highest CSAT/NPS Score: 9.2 ( Avg ) with maximum responses.
- Developed & Designed a highly interactive analytics dashboard for industry-specific use case along with BA & BI experts.
- Held regular check-in calls, executive business reviews, webinars, and mentoring sessions with customers.
- Generated $60000+ in revenue by promoting platform or remote sensing (AI/ML) solutions.
- Delivered 4+ enterprise clients (AB Inbev, Bayer, Pepsico, Mondelez, FMAN, etc) their problem statements by implementing Data science and Machine learning solutions.
- Worked closely with Product Owners and Software Architects to scope releases and develop product training to increase client retention
- Developed and owned product roadmaps within the product area, prioritizing based on inputs of external and internal C-level stakeholders.
- Worked cross functionally with team throughout the product development lifecycle, feedback, and guidance to ensure increase product adoption
Customer Success and Service Delivery Manager
Kenyt.AI
01.2020 - 11.2020
- Led cross-functional teams to enhance customer onboarding processes and service delivery efficiency.
- Established KPIs for success metrics, monitoring performance to achieve operational excellence in service delivery.
- Generated $30,000 quarterly through renewals, cross-sells, and upsell opportunities
- Oversaw the successful execution of multiple large-scale projects simultaneously, meeting all deadlines and exceeding client expectations.
- Collaborated with C-level and senior stakeholders to improve customer service processes and support structures company-wide.
Client Service Representative
Indeed
06.2016 - 07.2019
- Developed and maintained existing client relationships while establishing new partnerships
- Optimized 250+ email campaigns increasing open and click-through rates
- Onboarded 100+ accounts facilitating 2,500+ unique organic job postings
- Led team of 5-6 people providing mentoring and coaching to build skills
- Coordinated effectively with sales and finance teams for optimal service delivery
Key Account Manager
Practo Technologies
04.2015 - 06.2016
- Strengthened key client relationships growing account revenue by 22%
- Analyzed client requirements and tailored solutions to enhance customer satisfaction and retention.
- Achieved 25% increase in client retention rate through exceptional service delivery
- Cultivated relationships with 5 major clients generating $10,000+ annual revenue
Education
MBA - Marketing And Operations
SDMIMD
Mysore03-2015
Bachelor of Science - Electrical, Electronics And Communications Engineering
Rajasthan Technical University
Kota06-2012
Skills
- Account management
- Consultative selling
- Upsell and Cross sell
- Project Management
- Customer Experience
- Agile Methodologies
- Generative AI implementation
- Relationship Management
- Cross-Functional Collaboration
- C Level Stakeholder Management
- Customer Journey and process mapping
- Advanced Excel skills
- PowerPoint expertise
Certification
- Digital Transformation | IIM Ahmedabad | 2024
- Generative AI Fundamentals | Google | 2023
- Project Management | Google | 2023
- Data Science (Beginner) | IBM | 2022
- Onboarding Best Practices | LinkedIn | 2021
Technical Skills
- Project Management: Azure DevOps, Scrum
- Atlassian: Jira, Confluence
- CRM: Salesforce, Zendesk, Freshdesk
- Product: Rest APIs (Postman), Figma, AHA
- Mobile App (SDK/ IOS ) integrations
- Rocketlane
- AI/ML: Gen AI (Auto QA), Chatbot, Voice Bot
- Service Now (SNOW)
- SAP: ALM Module, SAP (C4 & S4) Integration
Timeline
Sr Customer Success Manager
Kapture .Cx
02.2023 - Current
Manager, Customer Experience
CropIn Technology Solutions
12.2020 - 02.2023
Customer Success and Service Delivery Manager
Kenyt.AI
01.2020 - 11.2020
Client Service Representative
Indeed
06.2016 - 07.2019
Key Account Manager
Practo Technologies
04.2015 - 06.2016
MBA - Marketing And Operations
SDMIMD
Bachelor of Science - Electrical, Electronics And Communications Engineering
Rajasthan Technical University