NAMAN KUMAR
Gurgaon
Summary
Experienced Customer Success Manager adept at client relationship management, onboarding, retention, and satisfaction. Skilled in driving user engagement, analyzing feedback, resolving escalations, and streamlining operations. Seeking a Program Manager role to leverage expertise in project management, data analysis, and cross-functional collaboration.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Pidge Technologies Pvt. Ltd.
Gurgaon, India
10.2022 - Current
- Streamlined customer success strategies through leading cross-functional initiatives, achieving a 20% rise in retention and a 25% decrease in delivery times.
- Managed end-to-end program execution for client onboarding and customer satisfaction initiatives, tracking milestones, ensuring timely delivery, and optimizing resource allocation.
- Conducted regular business reviews with clients to assess their needs, address concerns, and identify opportunities for upselling or cross-selling.
- Developed and monitored KPIs to track program success, regularly reporting outcomes to senior management, and making data-driven adjustments to improve client satisfaction.
- Managed portfolio of accounts, consistently meeting and exceeding quarterly and annual revenue targets.
- Built and maintained strong relationships with clients, serving as their trusted advisor and advocate within the organization.
Conducted regular check-ins and follow-ups to ensure client satisfaction and address any issues or concerns in a timely manner. - Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Managed multiple client success programs simultaneously, ensuring timely achievement of client goals and scope adherence.
Quality Analyst
Real-Time Data services
06.2021 - 10.2022
- Worked with international process(USA, UK, Canada)
- Developed monthly, end-of-quarter, and other statistical reports for the leadership team and quality improvement programs.
- Provided regular updates to the operations team on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.
- Defined and implemented quality initiatives to reduce risk.
- Developed training materials, SOPs, and work instructions to supplement new team member onboarding.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Developed and maintained quality assurance procedure documentation.
- Conducted root cause analysis to investigate the source of problems in production process.
Quality Analyst
Zomato Media Pvt. Ltd
06.2017 - 06.2021
- Worked as TL
- Worked on audit target completion
- Worked with domestic and international process(UAE & Philippines)
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions
- Attended weekly business review with Campaign TL/OM/client
- Report performance for aligned span on daily/weekly/monthly basis
- Maintained performance stack rank for QAs; complete quarterly performance reviews and career pathing conversations
- Maintain data related to audits, calibrations, audit-over-audits
- Implemented test scripts and recorded results
- Defined and implemented quality initiatives to reduce risk
- Monitored KPIs to proactively address bottlenecks and quality issues
- Analyzed quality and performance data to support operational decision-making.
Practitioner
Concentrix
07.2016 - 06.2017
- Worked with Apple
- Handled calls for the clients of USA
- Provide Technical support for IOS devices and Mac
- Assist in getting services in apple.
Education
MBA - HR & Marketing Management
Subharti University
Meerut, India06.2021
Bachelor of Science - Science Education
IEC University
Solan, India08.2019
Higher Secondary - Science Education
S.D.Ser.Sec School
Panipat03.2010
Secondary - Science Education
S.D.Ser.Sec.School
Panipat, India03.2008
Skills
- Client Relationship Management
- Cross-functional Team Coordination
- Project Management
- Process Improvement
- Data-Driven Decision Making
- Conflict Resolution
- Product Feedback Analysis
- Stakeholder Communication
- Customer Retention Strategies
Timeline
Customer Success Manager
Pidge Technologies Pvt. Ltd.
10.2022 - Current
Quality Analyst
Real-Time Data services
06.2021 - 10.2022
Quality Analyst
Zomato Media Pvt. Ltd
06.2017 - 06.2021
Practitioner
Concentrix
07.2016 - 06.2017
MBA - HR & Marketing Management
Subharti University
Bachelor of Science - Science Education
IEC University
Higher Secondary - Science Education
S.D.Ser.Sec School
Secondary - Science Education
S.D.Ser.Sec.School
Languages
- English
- Hindi
- Punjabi
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