Percy Tangnoo
Bengaluru
Summary
Accomplished Lead Customer Success/Program Manager with a proven track record enhancing customer experience through strategic planning and risk management. Skilled in leadership and analytical problem-solving, successfully driving project completion and customer retention. Expert in stakeholder management and communication, consistently delivering high-impact programs within scope and budget.
Overview
6
6
years of professional experience
Work History
Lead Customer Success/Program Manager
Plum Benefits
03.2022 - Current
- Drive end-to-end high-impact programs that impact customer support strategy thereby driving customer experience.
- Lead process-design improvements by identifying opportunities for Customer Journey reengineering.
- Work closely with Tech, Product, Business Development and Customer Support teams to drive key projects.
- Develop and execute a comprehensive strategy for customer support channels, considering the diverse needs of our customer base.
- Lead and manage projects from inception to completion, ensuring they are delivered on time, within scope, and budget.
- Deep dive into the business process and technical details and synthesize them into clear visuals for the executive summary and detailed process and data flow documents to communicate at all levels.
- Monitor and report on project progress, identify risks, and implement mitigation strategies to ensure successful project delivery.
Customer Success Associate
Rackspace Technology
03.2020 - 02.2022
- Responsible for managing and driving end-to-end operational activities.
- Renewing contracts with global clients and preventing churn.
- Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt.
- Utilizing business knowledge, networks, and commercial acumen to see tickets through to completion.
- Develop detailed project plans, including timelines, milestones, and resource allocation.
- Identify customer problems through data analysis, user feedback and experiments and be the Subject Matter Expert by providing analytical support to guide teams on what/how to improve process flows, in tune with customers’ expectations.
Network Engineer/Change Management Analyst
Orange Business Services
08.2018 - 02.2020
- BHP- (Broken Hill Proprietary) Understanding of change management activities, Implementing and scheduling change requests, ensuring successful implementation of change, reviewing all the changes post-implementation, and maintaining the database.
- Coordinating with various internal teams like Backbone NOC, SOC, and field teams for the resolution of a reported fault.
- Coordinate with upstream vendors and service providers for required changes & RCA for fault tickets.
- Handling Escalations as per the process guidelines by following the relevant Matrix.
- Prepare documents such as manuals, SOPs, policies, and various documents as per the standards.
- SITA- (Society International de Telecommunication Aeronautics) Provides the network, infrastructure, and application support, to deliver high-quality IT services successfully and to provide operational support to more than 2800 clients globally.
- Managing the overall high-priority and major incidents using the ITIL framework to provide high-standard operational support to business-critical services within agreed SLAs.
- Delivered training to new joiners for process parameters.
Education
MBA - Human Resources And Project Management
Symbiosis Institute of Business Management
Pune02.2019
Bachelor of Science - Electronics And Telecommunication
Chitkara University
Baddi, India07.2016
High School Diploma -
St Xavier Convent Senior Secondary
Jammu05.2012
Skills
- Leadership and Management
- Risk Management
- Communication and Collaboration
- Stakeholder Management
- Time Management
- Team Management
- Analytical Skills
- Problem-Solving
- Product Adoption
- Customer Retention and Expansion
- Upselling and cross-selling
- Business Strategics and Road Map Building
- Project Management
Timeline
Lead Customer Success/Program Manager
Plum Benefits
03.2022 - Current
Customer Success Associate
Rackspace Technology
03.2020 - 02.2022
Network Engineer/Change Management Analyst
Orange Business Services
08.2018 - 02.2020
MBA - Human Resources And Project Management
Symbiosis Institute of Business Management
Bachelor of Science - Electronics And Telecommunication
Chitkara University
High School Diploma -
St Xavier Convent Senior Secondary
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