Nelson Pam
Customer Success Manager
Guwahati
Summary
A Customer Success enthusiast, with 6+ years of experience. Adept in customer advocacy and achieving client business outcomes.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Manager
SailPoint Technologies
09.2023 - Current
- Supervised deployment with system implementers (partners) aligning required expertise and proactively mitigating project risks
- Developed Success Plans for strategic and enterprise accounts focused on client's business outcomes
- Conducted executive connects on a quarterly basis and operational connects monthly
- Liaised with renewal teams to ensure on time renewal
- Identified opportunities to cross sell and upsell through collaboration with sales
- Coordinated with support during escalations
- Drove community events
Customer Success Manager
Zscaler
08.2022 - 03.2023
- Fostered 50 enterprise clients as single point of contact. Established strong relationship with key stakeholders.
- Supervised deployment projects to ensure timely go live and enable clients with training materials.
- Monitored and accelerated adoption thorough proactive engagement and recommendation of best practices.
- Developed mutual success plans with clear objectives, success criteria and matrices.
- Analyzed customer data to keep track of churn indicators and mitigate in timely fashion.
- Led quarterly business reviews. Established value of platform, identified gaps, pain points aligned with achieving business objectives and took necessary actions.
- Coordinated efforts across teams to bring in timely contract renewal and nudge up-sell and cross sell.
Customer Success Manager
Replicon
02.2022 - 08.2022
- Managed 180 SMB clients. Accumulated good understanding of client's industry and business use case.
- Coordinated on boarding process with implementation consultant and validated system configuration. Coordinated change requests.
- Ensured delivery of success criteria post implementation and recommended best practice from integration standpoint.
- Establish rapport through proactive and value driven engagements. Ensured optimal usage and help realize value and ROI.
- Drove campaigns to influence customer feedback in G2.
- Conducted quarterly business reviews and identified challenges, gaps, and bottlenecks. Set up action items along with timelines accordingly.
- Kept track of early churn indicators and took timely measures to ensure renewals.
- Owned complete sales cycle from discovery, requirement gathering to closure.
Education
MBA - Marketing And BI
Amrita School of Business
Kollam 06.2015 - 06.2017
Bachelor of Science - Electronics And Communications Engineering
Bharath University
Chennai 06.2011 - 06.2015
Skills
Customer Advocacy
Account prioritization
Proactive
Cross team collaboration
Data driven
Timeline
Customer Success Manager
SailPoint Technologies
09.2023 - Current
Customer Success Manager
Zscaler
08.2022 - 03.2023
Customer Success Manager
Replicon
02.2022 - 08.2022
MBA - Marketing And BI
Amrita School of Business
06.2015 - 06.2017
Bachelor of Science - Electronics And Communications Engineering
Bharath University
06.2011 - 06.2015
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