Nazir Mallick
Customer Success Engineer
Bengaluru,India
Summary
Result-oriented customer success engineer with a proven track record of designing and implementing high performance customer-centric strategies across multiple industry verticals, bringing in hands on experience of 6+ years.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Engineer
Mojio
Bangalore, Select an option...
08.2021 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Proactively manage an assigned portfolio of accounts while providing the highest level of customer support to ensure onboarding and Time To Value achieve.
- Advocate for the client with internal teams Product, Engineering, Sales teams and Communicate product enhancement, Feature requests and/or changes to both the client and internal teams.
- Provide on-boarding, manage deployment time lines, provide best practices and guide customers through adoption phase.
- Understood Industry and business challenges from C-level executives and users to build a customised use cases
- Outlined the prospect's business model as well as IT landscape
- Designed industry-tailored customer lifecycle journeys to showcase business upliftment through automation
- Led Product presentations, proof-of-concept's , industry use cases discussions & RFP/RFI roll outs
- Acted as a single Point of contact to bridge the gap between Sales, Onboarding and Customer Success teams
- Worked with the Onboarding & Customer Success teams to ensure successful implementation and Go-live
Business Analyst
Adobe
Bangaluru, Karnataka
04.2020 - 03.2021
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Executive reporting and analysis of historical data, ensure accuracy and distribution.
- Drive exploratory data analysis that marries qualitative assessment/research with quantitative supporting findings to drive business and product decisions for up-selling and cross-selling ADOBE products
- Partner with product management/engineering/marketing to set KPIs, build & support dashboards/reports that measure these KPIs to drive & support strategic decisions.
- Communicate/present concise and concrete reports to all collaborators of product management and partners.
- Design and automate reporting that drives an improved understanding of product usage & User journey in Document Cloud.
- Develop and run ad-hoc reports to answer business questions and support data-driven decision-making when needed.
- Use multiple data sources to provide a view of the customer journey across products.
- Find innovative ways to search for relevant patterns, trends, and relationships amongst large data volumes that lead to business improvement.
Senior Solution Specialist
Intrado
Bangalore, karnataka
07.2017 - 04.2020
- • Acted as a Project Manager and primary point of contact between Sales Teams and clients for supporting Studio Webcast Software Platform
- • Designed an analytical platform for Management to monitor Key KPI’s around webcasts, event execution and recording customer data through a single dashboard.
- • Led the platform testing for bug fixes and new updates before project go-live for Quality Assurance.
- • Worked closely with clients to understand their objectives and branding guidelines and
- • worked with internal team to create Best in class customer experience.
- • Provided pre & post-implementation support for any • open issues/ anomalies
- • Led internal teams to push projects through milestones and managed the configuration of marketing activities for Digital events and webcasts.
- • Designed & delivered RFI/ RFP responses for client questionnaire and enhancement requests.
Senior Technical Support Engineer
Hewlett Packard Enterprise
Bangalore, Karnataka
05.2016 - 07.2017
- • Worked as Senior System Analyst (project) for Molson Coors Brewing Company supporting customers across UK, North America, and Canada region.
- • Provided B2B support to enterprise users.
- • Trained end-users and business stakeholders as required.
- • Worked with support teams to fix issues/bugs and to assign responsibilities.
- • Provided support for troubleshooting –Software, network, and SAP Applications.
- • Led UAT for successful adoption of the HP Products.
Techincal Support Engineer
[24]7.ai
Bangalore, Karnataka
01.2015 - 05.2016
- • Provided Support to Enterprise Users and internal teams.
- • Updated technical notes and advising the relevant department on any fitment changes. Testing the programming setup of the POS systems.
- • Provided support and testing for trouble-shooting the POS systems over connectivity issues related to TCP/IP, dial-up, configuration.
- • Led new product development and fitment testing post customer feedback documentation & analysis.
- • Worked closely with the R&D team to overcome issues relating to new software updates for the POS system.
- • Tested the programming setup of the POS systems.
Education
Post Graduate Degree - Business Analytics And Business Intelligence
Great Lakes Institute of Management
Banaglore 10.2018 - 11.2019
Bachelor of Engineering - Mechanical Engineering
Annamalai University
Tamil Nadu 08.2009 - 09.2013
Skills
Customer Relationship Management Software (CRM)
undefinedTimeline
Customer Success Engineer
Mojio
08.2021 - Current
Business Analyst
Adobe
04.2020 - 03.2021
Post Graduate Degree - Business Analytics And Business Intelligence
Great Lakes Institute of Management
10.2018 - 11.2019
Senior Solution Specialist
Intrado
07.2017 - 04.2020
Senior Technical Support Engineer
Hewlett Packard Enterprise
05.2016 - 07.2017
Techincal Support Engineer
[24]7.ai
01.2015 - 05.2016
Bachelor of Engineering - Mechanical Engineering
Annamalai University
08.2009 - 09.2013
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