Neha Kumari
Bengaluru
Summary
Qualified Customer Success Manager with solid background in client relations, consistently enhancing client satisfaction and loyalty. Proven ability to manage complex client portfolios, ensuring seamless service delivery and issue resolution. Demonstrates strategic problem-solving and effective communication skills.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Client Specialist
SoftClouds
12.2022 - Current
- Built and nurtured strong client relationships, ensuring consistent engagement, increased loyalty, and successful contract renewals.
- Managed a portfolio of high-value clients, delivering tailored support solutions and addressing their evolving needs through regular follow-ups.
- Acted as the primary liaison for both new and existing clients, driving seamless onboarding, issue resolution, and product adoption.
- Identified upselling and cross-selling opportunities using client usage insights and product knowledge, contributing to revenue growth.
- Diagnosed and resolved product and service issues; coordinated with development and customer success teams to address critical cases.
- Conducted root cause analysis and shared actionable improvement recommendations, enhancing service delivery and client satisfaction.
- Managed the product roadmap and prioritized support backlogs, including Jira ticket advancement and handling out-of-scope work.
- Facilitated client understanding of product features and troubleshooting through training sessions, documentation, and hands-on guidance.
- Led the development and delivery of customized reports, providing clients with strategic insights into performance and optimization areas.
- Represented the company as a thought leader in client meetings, industry events, and webinars to promote best practices and drive product value.
- Created targeted client engagement content and organized strategic events to enhance product awareness and adoption.
- Collected and analyzed client feedback, translating insights into product enhancements in collaboration with the product team.
- Implemented efficient workflows and internal communication strategies, improving coordination and overall team productivity.
- Successfully navigated cross-functional collaboration across globally dispersed teams, ensuring high-quality and consistent client experiences.
- Integrated new technologies to enhance service capabilities and streamline system performance, improving client satisfaction.
Helpdesk Advisor
Kyndryl Solutions
09.2021 - 11.2022
- Was responsible for the User support experience with Kyndryl for their Application Support.
- Owned, troubleshooted, and solved customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams.
- Identified cases that required escalations to relevant teams and escalated accordingly.
- Created and maintained incident management requests to specific relevant groups.
- Responded to a reported service incident, identified the cause, and initiated the incident management process.
- Prioritized incidents according to their urgency and influence on the business.
- Drove technical collaboration with Product Engineering teams, services, and regions.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Sr. Associate Technical Support (U2)
Tech Mahindra Ltd
01.2020 - 09.2022
- Updated business customers regarding their trouble ticket status via emails and phone calls.
- Coordinated with US-based access suppliers to troubleshoot and restore the circuit.
- Communicated the customers and followed up with all concerned teams and vendors for resolution, maintaining the proper escalation as per the matrix provided.
- Oversaw the incident management process and team members involved in resolving the incident.
- Responded to a reported service incident, identified the cause, and initiated the incident management process.
- Prioritized incidents according to their urgency and influence on the business.
- Collaborated with the incident management team to ensure that all protocols were diligently followed engaging the concerned team as per the issue and service line (BVOIP or MIS).
Sr. Customer Support Associate
Firstsource Solutions Limited
05.2019 - 12.2020
- Identify and assess customer's needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Resolve customer complaints/ queries via phone, email, and chats.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
Process Consultant
Hinduja Global Solutions
01.2018 - 05.2019
- Provide good customer experience, provide accurate information to the client.
- Ensure customer's privacy is maintained with medical claims.
- Safeguard customers billing and personal information.
- Increased overall company efficiency, providing expert advice on best practices in process management.
- Enhanced customer satisfaction, conducting regular audits on process compliance.
- Collaborated with cross-functional teams to identify areas for process improvement.
Education
Master of Business Administration -
IGNOU
09.2024 - 09.2026
Bachelor of Business Administration -
CTU
07.2016 - 07.2016
Skills
- SaaS Support
- Change Management
- Jira
- Zendesk
- ServiceNow
- Program Management
- Incident Management
- Customer-centric Approach
- Problem Management
- Cross Functional Collaboration
- Customer Success
- Customer Onboarding
- Relationship Management
- Product Knowledge and Training
- Training and mentoring
- Teamwork and collaboration
- Problem-solving skills
- Customer service
- Customer service excellence
- Sales strategy development
- Data-driven decision making
Certification
ITIL 4 Foundation
Timeline
Master of Business Administration -
IGNOU
09.2024 - 09.2026
Senior Client Specialist
SoftClouds
12.2022 - Current
Helpdesk Advisor
Kyndryl Solutions
09.2021 - 11.2022
Sr. Associate Technical Support (U2)
Tech Mahindra Ltd
01.2020 - 09.2022
Sr. Customer Support Associate
Firstsource Solutions Limited
05.2019 - 12.2020
Process Consultant
Hinduja Global Solutions
01.2018 - 05.2019
Bachelor of Business Administration -
CTU
07.2016 - 07.2016
Similar Profiles
BHAVIKA ARORABHAVIKA ARORA
Software Engineer at SoftCloudsSoftware Engineer at SoftClouds
AfsanaBano AnsariAfsanaBano Ansari
Associate Software Engineer at Softclouds India Private LimitedAssociate Software Engineer at Softclouds India Private Limited
Shashank GobhilShashank Gobhil
Data Scientist at SoftClouds IncData Scientist at SoftClouds Inc
Aanchal AroraAanchal Arora
Insights Analytics Manager, Advanced Analytics at Commonwealth Bank of AustraliaInsights Analytics Manager, Advanced Analytics at Commonwealth Bank of Australia
Aravind ChagantipatiAravind Chagantipati
Lead SERVICE ANALYST - RESILIENCY MANAGER at Societe Generale Global Solutions Center Pvt Ltd, Bangalore | Bangalore, INDIALead SERVICE ANALYST - RESILIENCY MANAGER at Societe Generale Global Solutions Center Pvt Ltd, Bangalore | Bangalore, INDIA