Singing
NIKHIL KURIAN VARGHESE
Customer Success Manager
Thrissur
Summary
Experienced Manager of Customer Success with a demonstrated history of working in the venture capital and private equity industry. Skilled in Microsoft Excel, Client Engagement, Management, and Business Management. Strong support professional with a PGDBA focused in Marketing from Symbiosis Centre for Distance Learning.
Overview
8
8
years of professional experience
5
5
Certifications
5
5
Languages
Work History
Customer Success Manager - US
Tracxn Technologies Limited
Bangalore
03.2022 - 04.2023
- Single point contact for client across Venture Capital / Private Equity sectors.
- Managed entire lifecycle of customers starting from onboarding.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales and product teams to address customer success objectives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Created customer support strategies to increase customer retention.
- 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.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in process.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Research Analyst - Business Development Associate
Ziff Davis Performance Marketing Pvt. Ltd
Pune
02.2019 - 06.2020
- Did Market Research to identify needs of various software products of our clients.
- Reached out to high officials of top companies and pitched for our products and closed deals on a timely manner.
- Highly enthusiastic team player who collaborated with other members to derive result oriented outcomes.
Customer Relations Advisor - Vodafone(Australia)
Tech Mahindra Business Services
Pune
05.2018 - 11.2018
- Sales support for Vodafone(Australia)
- Identified opportunities to sell or upsell our products/services to various range of Vodafone customers in Australia.
- Proactively reached out to customers whose subscription will end soon.
Customer Service & Sales Consultant - Equifax
Sutherland Global Services
Kochi
08.2016 - 09.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of credit related queries and creating welcoming, positive experiences.
- Analyzed customer service trends to discover areas of opportunity to make upsells and/or make the customer understand the need for our services.
Technical Support Consultant - AT&T ConnecTech
Sutherland Global Services
Kochi
01.2015 - 06.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across United States.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
Education
PGDBA - Marketing
03.2018 - 01.2021
BE - Electronics & Communications
06.2012 - 05.2016
+2 (HSE) - PCMB
05.2006 - 03.2007
- Member of various clubs.
- Active in various extra curricular activities.
- Elected Captain of Basketball Team.
10th (SSLC) - PCMB
05.2004 - 04.2005
- Active in various extra curricular activities like singing, dancing, acting, performance arts and sports.
Skills
Customer Support
Credit Consulting
Sales
Lead Generation
Business Development
Market Research
B2B
Customer Success
Key Account Management
Customer Relationship Management (CRM)
Customer Engagement
Customer Retention
Excel
Microsoft Office
Interpersonal Skills
Communication and Soft Skills
Team Management
Business Administration
Client Relations
Client Service
Certification
Training in Embedded Systems from HCL, Chennai.
Interests
Dancing
Acting
Mimicry
Socializing
Personal Information
- Date of Birth: 10th July 1989
- Marital Status: Single
- Permanent Address: Aynikkal (H), Kundoor (P.O), Mala, Thrissur (Dt), Kerala (St), India- 680734
Timeline
Customer Success Manager - US - Tracxn Technologies Limited
03.2022 - 04.2023
Research Analyst - Business Development Associate - Ziff Davis Performance Marketing Pvt. Ltd
02.2019 - 06.2020
Customer Relations Advisor - Vodafone(Australia) - Tech Mahindra Business Services
05.2018 - 11.2018
Symbiosis Centre For Distance Learning - PGDBA, Marketing
03.2018 - 01.2021
Customer Service & Sales Consultant - Equifax - Sutherland Global Services
08.2016 - 09.2017
Project on Microcontroller based Irrigation Systems from HCL, Chennai.
04-2016
Training in Embedded Systems from HCL, Chennai.
02-2016
Technical Support Consultant - AT&T ConnecTech - Sutherland Global Services
01.2015 - 06.2015
Vinayaka Missions University - BE, Electronics & Communications
06.2012 - 05.2016
Microsoft Virtualization Certification
03-2012
RedHat Linux Certification from CMS, Pune.
10-2011
CCNA (Networking) from CMS, Pune.
10-2011
Kuriakose Elias Higher Secondary School - +2 (HSE), PCMB
05.2006 - 03.2007
Kuriakose Elias English Medium School - 10th (SSLC), PCMB
05.2004 - 04.2005