Business Analysis
Nikesh Arya
Customer Success Manager
Delhi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Customer Success Manager
Explorex Technologies Pvt Ltd
Delhi
09.2023 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborated with sales and product teams to address customer success objectives.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Senior Business Development Executive
Cedcoss Technologies Pvt Ltd
Lucknow
06.2020 - 09.2023
- Collaborated with sales and marketing departments to support client acquisition.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Kept meticulous client notes and updated account information in company databases.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Consistently exceeded quotas through penetration of new accounts.
- Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Created cross-functional teams to promote consistent brand messaging, demand-generation programs and sales tools.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Contributed to industry events and trade shows to showcase products and gather industry intelligence.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Implemented innovative business development strategies to increase customer base and expand market share.
- Identified business development challenges and customer concerns for proactive resolution.
Customer Support Associate
Tech Mahindra
Noida
05.2019 - 08.2019
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
Bachelor of Commerce - IT And Ecommerce
Dr. Ram Manohar Lohia Awadh University
Ayodhya 07.2015 - 09.2018
Intermediate - Commerce
Kendriya Vidyalaya
Basti 05.2014 - 05.2015
High School Diploma -
Metriculation
Kerala 05.2012 - 05.2013
Skills
Revenue growth
Inter-department collaboration
Customer Relations
Schedule Management
Account updates
Key accounts development
Training and mentoring
Research and due diligence
Client service optimization
Staff mentoring & leadership
Team Building
Strategic communications
Business Development
Staff Management
Business planning
Strategic planning
Negotiation
Business administration
Creative merchandising
Certification
Power BI workshop
Interests
Data Analysis
Staff Management
Team Leading
Hobbies
My hobbies include photography, vlogging, cooking, and touring. I love capturing the world through my camera lens, sharing experiences through vlogs, experimenting in the kitchen, and exploring new places. Each hobby adds a unique dimension to my life, bringing joy and personal growth.
Timeline
Power BI workshop
01-2024
AI Tool Workshop
01-2024
Customer Success Manager
Explorex Technologies Pvt Ltd
09.2023 - Current
Power BI for Beginners.
09-2023
Business Analysis Basics.
08-2023
Excel Dashboard for Beginners
01-2023
Tableau Training
01-2023
Senior Business Development Executive
Cedcoss Technologies Pvt Ltd
06.2020 - 09.2023
Customer Support Associate
Tech Mahindra
05.2019 - 08.2019
Bachelor of Commerce - IT And Ecommerce
Dr. Ram Manohar Lohia Awadh University
07.2015 - 09.2018
Intermediate - Commerce
Kendriya Vidyalaya
05.2014 - 05.2015
High School Diploma -
Metriculation
05.2012 - 05.2013