Naveen B N
Bangalore
Summary
Dynamic Associate Consultant with 18 years of experience delivering exceptional support in client and internal practice development projects. Expertise in conducting insightful client interviews, analyzing data, and formulating high-impact recommendations that drive results. Recognized for a strong self-motivator mindset and an unwavering work ethic, consistently exceeding expectations and fostering collaborative environments. Committed to leveraging extensive experience to enhance client satisfaction and contribute to organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Consultant/Service Delivery Manager
Tata Consultancy Services
11.2022 - Current
- Handle Top tier Fintech Customers in APAC/Global region
- Led service delivery initiatives to enhance customer satisfaction and operational efficiency.
- Developed and implemented process improvements to streamline service operations across multiple teams.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- 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
- 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 turnaround time with effective resource allocation and task prioritization.
- Reduced client response time and achieved 100% NPS
Strategic Account Manager
Envestnet Yodlee
09.2021 - 11.2022
- Developed strategic account plans to drive customer engagement and revenue growth.
- Cultivated long-term relationships with key stakeholders to enhance client satisfaction.
- Analyzed market trends to identify opportunities for business expansion and increased profitability.
- Led cross-functional teams in delivering tailored solutions that met client needs effectively.
Customer Success Manager
McAfee PVT Ltd
11.2020 - 09.2021
- Company Overview: Bengaluru
- 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
06.2016 - 11.2020
- Company Overview: Bengaluru
- Client Management -
- Responsible for handling enterprise accounts for complete APAC region in banking industries, oversee 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 Client Engagement via workshops or trainings, advise on best practices around product usage with users
- Acted as client advocate internally with stakeholders by sharing feedback from customers that can help further improve clients overall experience, product and identify growth opportunities
- Worked along with various internal groups to ensure timely resolution of open issues, monitor client health interact with marketing and sales teams to meet business objectives and programs that drive customer engagement and help in renewals
Lead, Client Services
Yodlee InfoTech Private Ltd
01.2013 - 11.2016
- Company Overview: Bengaluru
- Engaging with Client Partners in 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 customer solutions are well met
- Performed regular implementation health checks
- Identified risks to customer achieving their stated business goals and develop risk mitigation plan and maintaining Customer Success Stories
- Identified at-risk customers and helped in establish successful Account Management routine and managed churn
Client Service Engineer
Yodlee InfoTech Private Ltd
02.2010 - 12.2012
- Company Overview: Bangalore
- Providing updates to clients through 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 right internal resources
- Managing SLA for all major clients
- Notable Attainments:
- Key contributor migrating from outsourced CRM application to building and enhancing in-house CRM tool
- Key driver of project improving bug replication at point of entry and verification at point of delivery.
Technical Support Engineer
HP
10.2006 - 02.2010
- Company Overview: Bengaluru
- Provide Technical Support to US customers as part of 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 - Nitte Meenakshi Institute Of Technology
03.2005
PUC - undefined
JSS Composite College
03.2001
10th Standard - undefined
Acharya High School
03.1999
Skills
- Effective communication
- Team leadership
- Problem-solving expertise
- Adaptable professional
- Team leadership
- Organizational strategy development
Certification
- 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.
Additional Information
- PERSONAL INFORMATION:
- Permanent Address- 104, 1st Floor, NCS ELITE APT, Sahakarnagar, Bangalore-97
- Date of Birth:31/07/1982
Timeline
Associate Consultant/Service Delivery Manager
Tata Consultancy Services
11.2022 - Current
Strategic Account Manager
Envestnet Yodlee
09.2021 - 11.2022
Customer Success Manager
McAfee PVT Ltd
11.2020 - 09.2021
Technical Account Manager
Envestnet Yodlee
06.2016 - 11.2020
Lead, Client Services
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
PUC - undefined
JSS Composite College
10th Standard - undefined
Acharya High School
Bachelor of Engineering -
VTU University - Nitte Meenakshi Institute Of Technology
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