Nishit Haresh Joshi

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Collaborated with sales and product teams to address customer success objectives.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.

• I personally headed about $6 Million in ARR globally
• Managing my portfolio and assisting and also helping in guiding the team towards meeting key CSM OKRs such as Adoption, Renewal, Upsell,
• New Business identification, and NPS
• Grew Disney from a 10K Customer to a 100K customer within a span of 6 Months
• Worked and Grew Partnerships with LCNC Partners and Increased overall draw down and MSA commits by 50%
• Maintained constant NPS score of the team at 65%
• Multi-year contracts with Enterprise customers.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Monitored metrics and developed actionable insights to improve efficiency and performance of a small team under me.

• (Global BPO and Partner Accounts) with, (US, UK, IMEA, APJ) (SaaS and On-prem), I have been working as a Customer Success Manager driving Key metrics such as NPS, renewals, upsell, Case studies, product adoption, utilization, on-boarding, and product training
• I had some prestigious BPO/Partner & Enterprise accounts such as TCS, Wipro, WNS,TechM, Ernest & Young, PwC, WNS, Envision Health Care, Health Care Services Corp (BCBS, Illinois), and the New
• York Times to name a few in my current portfolio
• I work for multiple geographies; I currently handle clients in the IMEA and North American regions
• Have worked extensively on partner pack and enterprise customers
• Have led a team of 6-7 people which include engineers, Enterprise architects, solution engineers, and product designers
• My USP as a CSM is I am available to my customers 24x7 and can work in any Geo where my services are needed
• The current average ARR is $4-5 million with a renewal rate of 120%-130% YoY on the overall portfolio with NPS between 75%-82%
• QoQ and YoY utilization of 70-80%

I was deployed for 4 years for a client-facing project with a role of Client success rep., where I was responsible for Client delivery of desired formats of data, client interaction and customer satisfaction, Prior to release testing of software to be installed on servers,
client profile activations for new releases and handling complete incident management of the process, working with SSO login integrated with O365 Services and LDAP (Light Weight Directory Protocol). Raising Jira tickets and prioritizing them for Internal Engg teams. Basic knowledge of networking and protocols.
• Collecting the details from the field technicians & geographical interface software about
the nature of the shortfall in the network
• Evaluation of orders end to end with a turn-around time of 4 hours.
• Evaluating high priority & escalated orders with a turn-around time of 2 hours
• Co-ordinating with Capacity Planning Team & Task Schedulers for the most cost-effective
solution
• Assessment of design and work completion to assess if most cost-effective solution
was provided.
• Working on service restoration and maintenance of damaged plants and initiating and
confirming recovery of funds

• Worked for various Telstra projects in different capabilities
• Worked for Wireline activation services– Inbound in the capacity of an Acting Trainer,
• SME, Quality coach, part of the Pilot batch
• Worked for Various processes and helped in the setup of various process of Project S (BOE,
• OR, DTOW Etc.)
• Was a pilot batch for Field Delivery 2.1, 2.2
• Have been a part of a lot of process improvement and process enhancements in every processI have been to, which has made my skill for process optimization and process change and understanding of its prerequisites profound
• Worked

• CSA) with 3 Global services, Handling Customers for the retention department and executing upgradesand post-sales support
• Entertaining challenges of customers not content with services etc
• And retainingthe customer with soft skills and tools at disposal.