Summary
Overview
Work History
Education
Skills
Software
Timeline
Nikhil Samuel

Nikhil Samuel

Customer Success Manager
Bangalore

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. Strong strategic planner with multi-tasking ability, Client advocacy and revenue growth. Specializing in enhancing customer delight and fostering long-term client relationships through organizational efficiency and success.

Overview

13
13
years of professional experience

Work History

Customer Success Manager

Kapture CX
Bengaluru
12.2022 - Current
  • Oversee customer journey with seamless onboarding to subscription periods, particularly for high-value enterprise accounts with ARR of INR 75 lakhs and above for clients across various verticals E-commerce, Banking & quick commerce platforms.
  • Ensuring unparalleled product adoption, optimal utilization of Kapture CX suite by aligning solutions with their unique business requirements,
  • Maximizing ARR by process improvements and problem-solving initiatives enhancing customer satisfaction helping to capitalize on upselling and cross-selling opportunity.
  • Cultivating partnership with clients to go beyond just transactions but focus on mutual growth and success, Conduct business reviews (QBR & EBR).
  • Ensured comprehensive understanding of client objectives to develop approach to provide tailored solutions to develop trust and better collaboration.
  • Effortlessly co-ordinate with cross functioning teams like product and customer support to ensure customer experience is not dwindled in any stage.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales and product teams to address customer success objectives.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

Assistant Manager, CEP (Customer Engagement Program)

nFaktor Solutions Pvt Ltd
Bengaluru
06.2019 - 12.2022
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Prepared and gave business reviews to senior management team regarding progress and roadblocks to growing business.
  • Executed programs and workshops for strategic customers. Identified opportunities through continuous conversations with client, resulting in upselling to ensure increase in ARR.
  • Collaborated with stakeholders to define project requirements, objectives, and deliverables.
  • Led cross-functional teams in planning, execution, and delivery of multiple projects within scope, timeline, and budget.
  • Prepared reports and presented to senior management and key stakeholders on highlighting key performance indicators and project outcomes.
  • Prepared trend analysis to comprehend business growth, offering valuable insights for campaign investments(QBR & EBR).
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

TAC Operations Co-Ordinator

Fortinet Innovation India Pvt Ltd
Bengaluru
12.2013 - 01.2019
    • Generated matrices and reports based on data and present to higher management to analyze efficiency and performance of teams.
    • Designed score cards as per requirement of management to capture and summarize performance. (For Technical Assistance, RMA, Web Chat and RMA teams)
    • Formulated graphical presentations to analyze and enhance employee productivity.
    • Prepared QBR reports and presentations to summarize highlights.
    • Manage Knowledge base (KB) articles.
    • Upload and publish new software releases on Support Portal for customers.

Transaction Process Associate

Unisys Global Solutions India
Bengaluru
05.2011 - 12.2013
    • Ensuring that contract is in compliance with specifications and regulations.
    • Contract cataloging and retrieval, for various regions across globe.
    • Prepare contract briefs; maintain detailed and organized files.
    • Collected, arranged, and input information into database system.
    • Generated reports detailing findings and recommendations.

Education

Bachelor Of Business Management - Finance

University of Mysore, Mandya
06.2007 - 2010.12

Skills

Customer Relations Management undefined

Software

Jira

MS Office Suite

Smart Task

Kapture Suite

Google Suite

Parature

Crystal Reports

Timeline

Customer Success Manager - Kapture CX
12.2022 - Current
Assistant Manager, CEP (Customer Engagement Program) - nFaktor Solutions Pvt Ltd
06.2019 - 12.2022
TAC Operations Co-Ordinator - Fortinet Innovation India Pvt Ltd
12.2013 - 01.2019
Transaction Process Associate - Unisys Global Solutions India
05.2011 - 12.2013
University of Mysore - Bachelor Of Business Management, Finance
06.2007 - 2010.12

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Nikhil SamuelCustomer Success Manager