Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

M Sateesh Babu

Customer Engagement Manager
Chennai

Summary

Have 9 plus years of experience in various Customer Success and Customer onboarding roles. Strong team collaboration skills. Work closely with Team members to achieve the organization’s goal and help them grow in their role. Experience in Salesforce (Day to day work and Run reports), Oracle (Order Admin), JIRA(Day to day work and Manage Projects) and Zoho CRM(Manage projects) and Zoho Desk(Day to day work).

Overview

10
10
years of professional experience
9
9
years of post-secondary education

Work History

Customer Engagement Manager

Zuper
Chennai
12.2023 - Current
  • Handled the post sale engagement and implementation process to understand the customers requirements and configure the product to suit the business needs and completing any required integrations.
  • Coordinate with internal teams like Professional services and Product team to deliver automations and custom integration requested by the customer
  • Handle the training of users and help the customer with Product adoption among their users
  • Conduct weekly sync ups with key stakeholders to update the progress of the onboarding and delivery of key requirements asked by the customer
  • Manage a team of 3 member POD to ensure the on time go live of the customer
  • Identifying opportunities for Cross sell/ Upselling and recommending the additional functions and features offered by the product to enhance the customer's workflow
  • Conduct detailed discovery sessions to understand the customer's workflow and advise on how the onboarding will be handled to implement the customer's workflow in the product.
  • Handling the integration of multiple tools with the product as per the customer's workflow and helping the customer understands how the integration is set up and how the integration can be updated or changed in future as per workflow changes.

Customer Success Manager

Zumen
Chennai
08.2022 - 11.2023
  • Take care of the pre-sale demos for the prospects brought in by the Sales team. Prepare a personalized demo based on the prospects requirements and industry.
  • Processing of the RFQ sent by the prospect and providing the detailed answers with customization requirements where ever required.
  • Co-ordination of meeting with the prospective customer to understand their workflow and process and perform the AS IS to be process mapping and create a information/workflow diagram to show the prospect how their process is going to be mapped to the existing process in Zumen.
  • Preparation of scope document for the prospect and have a detailed discussion with them on what are the standard functions and what are the customization that is required for them and what's the cost of customization. Hold discussion with the prospect's team to finalize the scope of implementation and the implementation timeline.
  • Take care of the onboarding journey of the customer post sale and be the Primary Point of contact to address all questions and queries that arise during the onboarding journey.
  • Handle the discussion with the Product and Development teams to address the requirements put forth by the customer and co-ordinate the meetings with the customers to create a plan of what are the requirements that can be taken up and when it can be released
  • Keep the customer engaged by connecting with the users during the project execution phase and offer support.
  • Conduct training activities and prepare the users of the product to execute the projects to Go live by training the users either virtually or in person.
  • Keep the project owners updated on what's the progress made in the implementation of the product and what's the next action plan to complete the implementation by conducting status update call.

Team Lead - Customer Success

Blindmatrix
Chennai
09.2020 - 08.2022
  • Take ownership of customers post sale and establish relationship with customers to start the onboarding journey and get their requirements and set expectation of product delivery via Kick off meeting.
  • Manage all customers in Australia and New Zealand and be the Primary point of contact for Enterprise customers and secondary POC for other customers.
  • Manage a team of 6 people of varying skills to successfully complete data set up and an SQL developer for setting up reports.
  • Being in constant contact with customers to get feedback to improve customer's product usage and experience to keep track of customer health and have a healthy NPS.
  • Handle escalations and help customers achieve their goals with the product and retain irate customers and to keep churn rate low.
  • Conduct training sessions with customers during the onboarding process.
  • Work with various teams internally to create development documents for requirements put forth by customers.
  • Work with development team to plan sprints to include high priority tickets based on criticality and complexity of feature or request.
  • Conduct quarterly, half yearly and annual review of the team to manage their performance and provide performance plan to get the most out of team and conduct annual appraisal review.

Senior Client relations associate

TRIMBLE INC
Chennai
02.2017 - 09.2020
  • First point of contact for all customer queries related to Trimble’s GPS in US and
  • UK via Calls, Chats and Emails
  • Processing the installation and deinstallations of the GPS devices and working with field technicians to have the process completed successfully
  • Processing transfer of customer’s entire account/device from one account to another account
  • Processing cancellation of customer or their devices if retention is failed
  • Processing credit request for a customer if a billing error happens
  • Processing suspension of an account if the customer has skipped the payment of invoices and activating it once customer paid the invoice in full
  • Processing Sales/Replacement Orders for the hardware and spare parts
  • Processing Vendor forms for customers.

Senior Associate

INTELENET GLOBAL SERVICES
05.2016 - 11.2016
  • Checking the application of the clients to determine if they are eligible to get a mortgage from the bank
  • Release the funds to buy their home
  • Get back the money if there is a delay in purchase of the house and release it later
  • Check if the customer is eligible to rent their property while mortgaging it with the bank and if eligible provide consent to rent it to a tenant.

Senior Voice Representative

DELL BPS
02.2015 - 03.2016
  • Pre-call Analysis Call to Payer (Medical Insurance Company) and Check whether patient is eligible for the particular medical service rendered by the hospital or doctor
  • Obtain Eligibility and benefits for the requested date of service and documenting the call.

Education

B.E - Mechanical Engineering

Park College of Technology
Coimbatore, TN
08.2010 - 07.2014

HSC -

Bharathi Vidhya Bhavan Matric Higher Secondary School
Erode, TN
06.2008 - 05.2010

SSLC -

Kurinji Matric Higher Secondary School
Namakkal, TN
06.2007 - 04.2010

Skills

Client service optimization

Accomplishments

    Zumen:

    Part of Automotive Think Turf - South Zone conference held at IIT Madras -

    Part of the 62nd Annual ACMA NATIONAL CONFERENCE held at Taj Palace, New Delhi

    Blindmatrix:
    Was provided with the responsibility of working in the Onboarding of new customers while I was still working as a support agent.
    Was the primary Onboarding agent for the whole of Australia and New Zealand.
    Trimble:
    Was promoted as Senior client relations associate within one year of Joining in Trimble.
    Was given the responsibility to work as the Primary point of contact for some Enterprise customers to handle day to day support and services issues.
    Took on the additional role of Order management and was acting as the primary backup to the main team once they were logged out.
    Was one of the founding members of the vendor management team to act as the single point of contact in providing all the necessary documentation for registering Trimble as a Vendor in their ERP.
    Dell:
    Was awarded the Star caller of the month Sep in 2015.

Timeline

Customer Engagement Manager

Zuper
12.2023 - Current

Customer Success Manager

Zumen
08.2022 - 11.2023

Team Lead - Customer Success

Blindmatrix
09.2020 - 08.2022

Senior Client relations associate

TRIMBLE INC
02.2017 - 09.2020

Senior Associate

INTELENET GLOBAL SERVICES
05.2016 - 11.2016

Senior Voice Representative

DELL BPS
02.2015 - 03.2016

B.E - Mechanical Engineering

Park College of Technology
08.2010 - 07.2014

HSC -

Bharathi Vidhya Bhavan Matric Higher Secondary School
06.2008 - 05.2010

SSLC -

Kurinji Matric Higher Secondary School
06.2007 - 04.2010
M Sateesh BabuCustomer Engagement Manager