Summary
Overview
Work History
Education
Skills
Certification
Specialities
Languages
Hobbies and Interests
Languages
References
Timeline
Generic

Nikhil Sharma

Ghaziabad

Summary

Engaging and patient Customer Success Manager with over 7 years of experience managing the customer lifecycle from onboarding to advocacy. Solely responsible for the entire post-sales customer relationship and pre-sales support for a defined portfolio of accounts.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Velocis System Pvt Ltd
07.2021 - Current
  • Managed a $2M Annual Total Revenue (ATR) in software, achieving a 60% renewal rate by mitigating risks.
  • Led a team of three Customer Success Managers (CSMs) to drive customer success and satisfaction.
  • Generated $400K-$600K annually through Lifecycle Incentive Programs, enhancing revenue growth.
  • Conducted Quarterly Business Reviews (QBRs) with C-level executives to ensure alignment with business objectives.
  • Developed Customer Success Plans (CSPs) for successful adoption of Cisco solutions, creating business value.
  • Maintained strong relationships with key stakeholders, ensuring a consistently positive customer experience.

Customer Success Manager

Highlands Infotech Pvt Ltd
10.2018 - 05.2021
  • Enhanced company revenue through strategic cross-selling and up-selling of services and products.
  • Successfully maintained a monthly churn rate of 2-3%, contributing to an elevated Net Promoter Score (NPS).
  • Conducted training sessions for individual customers and teams, achieving a 98% positive feedback rate.
  • Managed client onboarding processes, ensuring alignment with client expectations and achievement of their goals.
  • Collaborated with Sales and Product Departments to analyze customer behavior trends and user experience, producing quarterly reports.

Customer Service Executive

Tech Mahindra Ltd
05.2017 - 10.2018
  • Provided client support via phone and email, ensuring all requests were accurately logged and tracked in the service management system.
  • Delivered exceptional customer service for all support queries, adhering strictly to service management principles.
  • Identified and executed opportunities for upselling service plans based on client requirements.
  • Conducted regular follow-ups to ensure resolution satisfaction and to identify potential areas for service improvement.

Education

Bachelors of Technology - Civil -

Uttar Pradesh Technical University
05.2017

Intermediate -

St. Joseph’s Academy
04.2013

High School -

St. Joseph’s Academy
04.2011

Skills

  • Customer Retention
  • Upsell & Cross sell
  • Customer Success
  • MS Office
  • Account Management
  • Strategic Planning
  • Training programs

Certification

  • Cisco Customer Success Manager Specialist from Cisco
  • Lean Six Sigma Yellow Belt from Sparen and Gewinn Consulting
  • Black Belt - Cisco Service Expert Program
  • The Fundamentals of Digital Marketing from Google Digital Garage
  • Inbound Sales Certification from HubSpot Academy

Specialities

  • Customer Retention
  • Upsell & Cross sell
  • Customer Success
  • MS Office
  • Training & Onboarding
  • Account Management

Languages

  • English, Full Professional Proficiency
  • Hindi, Full Professional Proficiency

Hobbies and Interests

  • Creative Writing
  • Playing instruments

Languages

Hindi
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Customer Success Manager

Velocis System Pvt Ltd
07.2021 - Current

Customer Success Manager

Highlands Infotech Pvt Ltd
10.2018 - 05.2021

Customer Service Executive

Tech Mahindra Ltd
05.2017 - 10.2018

Bachelors of Technology - Civil -

Uttar Pradesh Technical University

Intermediate -

St. Joseph’s Academy

High School -

St. Joseph’s Academy

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Nikhil Sharma