Hi, I’m
Naveen Sharma
Customer Success Manager
Ghaziabad
Summary
Results-oriented Customer Success Manager with 9 years of experience in client relationship management and SaaS implementation. Specializes in driving customer adoption, managing enterprise accounts, and optimizing operations through automation. Develops effective success strategies and enhances chatbot performance while fostering collaboration to improve stakeholder engagement and retention.
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
10
years of professional experience
Work History
Bhatia Software Technologies Pvt Ltd
Customer Success Manager
09.2016 - Current
Job overview
- Directed ongoing training and configuration prompt tuning for customer-facing AI bot agents, improving first-level query resolution
- Designed and optimized conversational workflows based on customer interaction data, improving user experience and reducing unnecessary bot-to-human escalations.
- Audited, updated, and structured internal and customer-facing knowledge bases to support AI-powered Retrieval-Augmented Generation (RAG) systems, improving response relevance and accuracy.
- Collaborated closely with Product, Engineering, and Support teams to analyze unresolved customer interactions and provide actionable feedback for product enhancements, bug fixes, and AI model improvements.
- Delivered tailored client training sessions focused on AI-enabled workflows, automation capabilities, and best practices, driving increased product adoption and customer engagement.
- Monitored AI bot performance metrics, analyzed conversation trends, and implemented continuous improvements to maximize customer satisfaction and operational efficiency.
- Established governance processes for chatbot content management, ensuring alignment with evolving customer requirements and business objectives.
- Leveraged customer feedback and usage analytics to identify automation opportunities, improve self-service experiences, and support digital transformation initiatives.
- Partnered with stakeholders to develop AI-driven customer success strategies that improved scalability, service availability, and overall customer experience.
- Supported the implementation and optimization of intelligent support solutions, enabling faster response times and enhanced customer self-service capabilities.
- Executed account plans for key customers to drive engagement and alignment with business objectives.
- Establish in-depth relationships with customers.
- Understanding customer project requirements in detail as well as delivery requirements.
- Ensure a high degree of client satisfaction to grow the account and win repeat business, and maintain a higher renewal rate.
- Grow and manage existing accounts and prospect new growth initiatives for the business.
- Provided timely and accurate call reports, forecasts, customer plans, and client analytics to support informed decision-making.
- Prompt responsiveness to clients as well as internal teams.
- Communicate the client's goals and represent the client's interests to the team.
- Understanding of company capabilities and service, and effectively communicate all offerings to the client.
- Responsible for Managing Key Accounts by providing them timely Project delivery, client servicing, Business retention, Product Training (Online & Onsite both), solving technical issues with Tech support, Implementing the project, maintaining business relationship, keeping track of invoicing and timely renewals of the contracts.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Handled customer inquiries and complaints professionally to ensure resolution and maintain satisfaction.
- Researched new technologies and initiatives to improve customer experience.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Developed custom solutions for customers based on their individual business objectives.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
- Analyzed customer feedback to identify areas for product improvement and drive enhancements.
- Developed and executed customer onboarding processes to ensure seamless integration.
- Cultivated strong customer relationships to enhance satisfaction and retention.
- Coordinated cross-functional teams to address client needs and resolve issues effectively.
- Implemented strategies for upselling services, contributing to increased revenue opportunities.
- Trained and mentored team members on best practices in customer success management.
- Designed metrics to measure customer health and proactively mitigate potential churn risks.
- Led initiatives that improved overall team efficiency and streamlined communication with clients.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Created customer support strategies to increase customer retention.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Education
CMJ UniversityGhaziabad
Bachelor of Arts from History
05-2012
University Overview
- Graduate from “CMJ University” 2012
- BPP (Bachelor’s Preparatory Program) 2009
- Senior Secondary from U.P Board 2007
- Secondary from C.B.S.E 2004
Skills
Workflow Automation
Client relationship management
Customer Journey Mapping
AI Customer Engagement
Customer Needs Assessment
Account onboarding
Workflow Automation
Sales proficiency
Proficient in CRM
Workflow Automation
Knowledge Management
Vendor Relationship Management
Strategic Planning
Training programs
Training programs
Proficient in CRM
Accomplishments
- Managed 50+ active client accounts across multiple industries.
- Achieved customer retention rates above 95%.
- Led successful onboarding and training initiatives for enterprise customers.
- Improved customer adoption through AI-enabled support and automation programs.
Timeline
Customer Success Manager
Bhatia Software Technologies Pvt Ltd
09.2016 - Current
CMJ University
Bachelor of Arts from History