Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikhilesh G N

Chennai

Summary

Customer Success and Account Management professional with over 6 years of experience in customer support, account management, and team leadership. Proven track record in building strong client relationships, enhancing customer satisfaction, and driving business growth through effective problem-solving and communication. Adept at managing accounts, identifying opportunities for upselling, and implementing strategies to boost customer experience. Seeking to leverage my expertise in a dynamic team-oriented environment.

Overview

7
7
years of professional experience

Work History

Customer Success Engineer

TeleCmi Technologies
Chennai
04.2023 - Current
  • Multitasked as Team Lead, guiding and mentoring a team of 2 resources
  • Delivered high-quality technical support, ensuring customer satisfaction
  • Managed key client accounts, acting as the primary point of contact for technical issues and inquiries
  • Developed and maintained strong relationships with clients to ensure ongoing satisfaction and retention
  • Identified opportunities for upselling and cross-selling additional services to clients
  • Collaborated with sales and product teams to ensure customer needs were met and exceeded
  • Conducted regular check-ins and reviews with clients to assess their satisfaction and proactively address any concerns
  • Implemented customer success strategies to enhance client engagement and product utilization.

Senior Technical Support Engineer

CSS Corp
Chennai
05.2020 - 03.2023
  • Demonstrated strong analytical skills to develop processes and methodologies
  • Provided exceptional customer support, inside sales, and account management
  • Communicated goals and objectives effectively with customers and teammates
  • Worked as a team player with strong communication and interpersonal skills
  • Rapidly learned new concepts, business models, and technologies
  • Created training modules to simplify complex concepts
  • Solved complex problems under pressure and supported internal project teams
  • Demonstrated commercial awareness and ability to re-sell and up-sell PGi value propositions
  • Managed projects, multitasked, and prioritized tasks effectively.

Associate Technical Support

Tech Mahindra
Chennai
10.2017 - 02.2020
  • Addressed customer queries by understanding challenges faced by customers
  • Met process standards for addressing customer queries and documented reasons for dissatisfaction
  • Upgraded product and process knowledge to meet customer resolution standards
  • Set and achieved high performance standards for given processes/accounts
  • Identified areas of improvement and provided insights to supervisors
  • Supported team members to meet desired performance standards.

Education

Btech in Naval Architecture -

International Maritime Academy
01.2014

Skills

  • Process improvement
  • Internet technologies
  • Account management
  • Team leadership
  • MS Office
  • Time management
  • Issue Resolution
  • Customer-focused
  • Cross-Functional Collaboration
  • Customer Retention
  • New Hire Training

Timeline

Customer Success Engineer

TeleCmi Technologies
04.2023 - Current

Senior Technical Support Engineer

CSS Corp
05.2020 - 03.2023

Associate Technical Support

Tech Mahindra
10.2017 - 02.2020

Btech in Naval Architecture -

International Maritime Academy

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Nikhilesh G N