Naveen
Strategic Account Manager
Bengaluru
Summary
To develop and maintain long-term relationships with key clients, understand their business needs and goals, identify opportunities to add value, and consistently exceed expectations through effective communication, strategic planning, and exceptional customer service. The ultimate objective is to increase revenue and profitability for both the client and the company by aligning our solutions and services with their business objectives and goals.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Strategic Account Manager
Tata Consultancy Services ( Works for Envestnet Yodlee Client )
Bengaluru
09.2021 - Current
- Handle top tier Fintech Customers in APAC/Global region with help of my team
- Manage customer lifecycle, drive adoption, and ensure customer satisfaction
- Managing client expectations and leverage knowledge on Product & Service offered, ensure adherence to SLA and maintaining KPIs Leading Client Engagement via workshops/ trainings, advise on best practices
- Conduct QBR
- Work to ensure renewal, increased adoption and identify opportunities Responsible for handling Project timelines, forecasting and ensuring delivery within timelines
- Supervise Release Management and Change Management Processes Manage quarterly maintenance release cycle for clients
- Recognized as best performer by Company
- Reduced the client response time and achieved 100% NPS for 2021/2022
Customer Success Manager
McAfee PVT Ltd
Bengaluru
11.2020 - 09.2021
- First point of contact for customer training & problem-solving ensuring customer loyalty and satisfaction
- Develop long term client partnership & realizing the value of their ROI to ensure contract renewals
- Managing end-to-end process including on-boarding, post-sales support & continual service improvement
- Being an advocate to the customer & hear all their feedback & work upon all their complaints which in turn would keep the NPS under control
- Regular follow up with the customer & maintaining a relationship to keep the Churn rate under control
- To summarize, keep the following KPI's & Metrics up to the mark to generate maximum revenue: Churn, Expansion revenue, Customer satisfaction Score, NPS, Upsell & cross sell, Adoption, Onboarding.
Technical Account Manager
Envestnet Yodlee
Bengaluru
06.2016 - 11.2020
- Client Management -
- I was responsible for handling the enterprise accounts for complete APAC region in banking industries, oversee the customer lifecycle, drive adoption and ensure ongoing customer satisfaction
- Managed client expectations and leverage the knowledge on Product & Service offered, ensure adherence to SLA and maintaining appropriate KPIs and also worked with across functional teams to deliver
- Leading the Client Engagement via workshops or trainings, advise on best practices around product usage with users
- I also acted as a client advocate internally with stakeholders by sharing the feedback from the customers that can help further improve clients overall experience, product and identify growth opportunities
- I worked along with various internal groups to ensure a timely resolution of open issues, monitor client health interact with marketing and sales teams to meet the business objectives and programs that drive customer engagement and help in renewals
Lead
Yodlee InfoTech Private Ltd
Bengaluru
01.2013 - 11.2016
- Engaging with Client Partners in the APAC/EMEA region in providing key statistics to help increase revenue
- Responsible for achieving deliverables that comply with mutually agreed upon Service Level Agreements
- Engaged in the review, management of the life cycle of bugs & effective prioritization of technical issues
- Supervision of Release Management and Change Management processes
- Supervision of Level-1 Client Service Engineers
- Identify and enhance areas of service delivery improvement while recommending changes to operating procedure
- Liaising and driving key decisions amongst cross functions to ensure the customer solutions are well met
- Performed regular implementation health checks
- Identified risks to the customer achieving their stated business goals and develop a risk mitigation plan and maintaining Customer Success Stories
- Identified at-risk customers and helped in establish a successful Account Management routine and managed churn
Client Service Engineer
Yodlee InfoTech Private Ltd
Bangalore
02.2010 - 12.2012
- Providing updates to all our clients through our internally designed CRM tools and emails
- Managing client and internal calls and helping in identifying stakeholders and action plans
- Managing shift activities and reporting
- Identifying client escalations and channeling them through the right internal resources
- Managing SLA for all major clients
- Notable Attainments:
- Key contributor migrating from an outsourced CRM application to building and enhancing the in-house CRM tool
- Key driver of a project improving bug replication at the point of entry and verification at the point of delivery.
Technical Support Engineer
HP
10.2006 - 02.2010
- Provide Technical Support to US customers as part of the voice technical support process
- Troubleshooting Hardware/Software related issues for Windows based desktop and laptop computers
- Providing advanced technical support to select line of consumers related to Network and Software issues
- Achievements & Rewards:
- Received Certificates for Customer Appreciation
Education
Bachelor of Engineering -
VTU University
PUC - undefined
JSS Composite College
10th Standard - undefined
Acharya High School
Skills
Communication
undefinedAdditional Information
- PERSONAL INFORMATION: , Marital Status-, Permanent Address- 104, 1st Floor, NCS ELITE APT, Sahakarnagar, Bangalore-97 Date of Birth:
Certification
PMP Certified
PMP Certified
PMP certification is highly respected and valued in the project management industry. It signifies that the holder has the knowledge, skills, and experience to lead and manage projects of varying size and complexity. PMP certified professionals are sought after by organizations across industries, and the certification can lead to career advancement and increased earning potential.
Timeline
PMP Certified
10-2021
Strategic Account Manager
Tata Consultancy Services ( Works for Envestnet Yodlee Client )
09.2021 - Current
Customer Success Manager
McAfee PVT Ltd
11.2020 - 09.2021
Technical Account Manager
Envestnet Yodlee
06.2016 - 11.2020
Lead
Yodlee InfoTech Private Ltd
01.2013 - 11.2016
Client Service Engineer
Yodlee InfoTech Private Ltd
02.2010 - 12.2012
Technical Support Engineer
HP
10.2006 - 02.2010
Bachelor of Engineering -
VTU University
PUC - undefined
JSS Composite College
10th Standard - undefined
Acharya High School
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