Seeking a Senior Level position to utilize my skills and abilities in the Field that offers professional growth while being resourceful, innovative and flexible.
Hi, I’m
Michael Sebastian Harris
Customer Success Manager
PONNIAMMANMEDU, CHENNAI
Summary
Overview
6
years of professional experience
6
years of post-secondary education
2
Languages
Work History
FreshworksChennai
Customer Success Manager
08.2022 - Current
Job overview
- Build strong relationships with customers and ensure they optimize the product or service to receive the highest return on investment.
- Identify and priorities product/service updates that reflect customer requests and industry, market, and competitor trends and report to key stakeholders.
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, ultimately driving retention throughout the customer life cycle.
- Work with Teams: Implementation, Products, Marketing, Accounts Payable, Billing, Support, Solutioning, and Sales.
- Creating QBRs and EBRs for customers to drive faster and smoother adoption and engagement.
- Primarily focus on the following cohorts: Customer Adoption | Customer Retention | Customer Expansion | and Customer Advocacy.
- I am handling the Mid-market and SMB accounts for the North American region.
FoodhubChennai , Tamil Nadu
Account Manager
07.2021 - 08.2022
Job overview
- Marketing and Promotion: - Effectively market and promote diverse restaurants and takeaways in Australia. - Highlight the wide range of cuisines available from around the world.
- Online Order Generation: - Develop and implement comprehensive strategies to drive online orders.
- Utilize various marketing channels and techniques to maximise visibility and customer
engagement. - Customer Retention: - Provide exceptional support and assistance to customers to ensure their satisfaction. - Implementing strategies to encourage repeat business and loyalty.
- Strategy Development: - Devise innovative strategies to attract and engage target customers.
- Analyze market trends and customer preferences to optimize promotional activities. - Relationship Building: - Cultivate strong relationships with restaurant owners and managers. - Collaborate closely with stakeholders to align marketing efforts with business goals.
- Performance Analysis: - Monitor and evaluate the effectiveness of marketing campaigns. - Use data and feedback to make informed decisions and improve future strategies.
- Cross-functional Collaboration: - Collaborate with internal teams, such as marketing, operations, and customer support. - Ensure seamless coordination to deliver a cohesive customer experience.
- Industry Knowledge: - Stay up-to-date with the latest trends and developments in the food and restaurant
industry. - Understand competitors and market dynamics to identify new opportunities.
IOPEX TechnologiesChennai
Technical Support Engineer
03.2021 - 09.2021
Job overview
- Handle customer issues via phone, email or chat for a technology product
- Troubleshoot technical issues about products in Wi-Fi surveillance cameras
- Provide active updates to customer until the issue has been resolved
- Triage issues to Level-2 and Customer Care team located in other global locations
- Accurately document cases in line with process requirements
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
AmazonChennai
Digital Associate
01.2019 - 12.2020
Job overview
- Work with a range of text, speech and other types of data
- Deliver high-quality labeled data, using guidelines provided to meet our KPIs, and using in-house tools and software
- Report issues with tools and software as and when they occur
- Show Ownership and initiative when providing feedback for improvements to existing tooling that can increase the amount and quality of the data we process - we believe every ground-breaking change starts with a small idea!
- Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information
- Collaborated with user experience (UX) personnel to develop product prototypes for concept testing with audience members.
- Monitored key performance indicators to ascertain product success metrics.
CybertronChennai
Supervising Manager
06.2017 - 06.2018
Job overview
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Implemented and developed operational standards, policies and procedures.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Carried out and developed social media, e-blast and public relations campaigns.
Education
NAME OF INSTITUTE PU-LCS Loyola CollegeChennai
MBA from HRM
06.2019 - 04.2021
University Overview
Loyola CollegeChennai
BBA from Business Administration
06.2015 - 05.2018
University Overview
St Bede's Anglo State BoardIndian HigherSecondary SchoolChennai
H.S.C
06.2014 - 04.2015
University Overview
St Bede's Anglo State Board, Indian HigherSecondary School
S.S.L.C
06.2012 - 04.2013
University Overview
Skills
Customer relationship management
Support system management
Strategic communications
Training and mentoring
Key accounts development
Sales management
Customer Relations
Pipeline development
Brand enhancements
Revenue growth
Accomplishments
Accomplishments
- Hockey : Nationals
- Basketball : Divisions and District levels.
- Athletics: State Silver (1500mts)
- Loyola Dream Team ( Loyola College Dance Crew) Tamil Nadu Championship, IIT 1st place , etc.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The ones who are crazy enough to think they can change the world, are the ones that do.
Timeline
Customer Success Manager
Freshworks
08.2022 - Current
Account Manager
Foodhub
07.2021 - 08.2022
Technical Support Engineer
IOPEX Technologies
03.2021 - 09.2021
NAME OF INSTITUTE PU-LCS Loyola College
MBA from HRM
06.2019 - 04.2021
Digital Associate
Amazon
01.2019 - 12.2020
Supervising Manager
Cybertron
06.2017 - 06.2018
Loyola College
BBA from Business Administration
06.2015 - 05.2018
St Bede's Anglo State BoardIndian HigherSecondary School
H.S.C
06.2014 - 04.2015
St Bede's Anglo State Board, Indian HigherSecondary School
S.S.L.C
06.2012 - 04.2013