Pooja Singh
Chandigarh
Summary
Customer Success Manager
As a cybersecurity professional with a passion for customer success, I thrive at the intersection of technology, client relationships, and problem-solving. With a solid background in cybersecurity and a strong understanding of customer needs, I am committed to ensuring that organizations are well-equipped to safeguard their digital assets and achieve their business objectives. I take pride in building strong client relationships and delivering tailored solutions that meet their specific needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Forcepoint Software
Bangalore
01.2022 - 05.2025
- Drove partnership development with key stakeholders and executive sponsors for strategic alignment.
- Enhanced customer operations by embedding Forcepoint products into security frameworks.
- Assessed client requirements, recommending innovative solutions for unmet needs.
- Managed incident response and crises with a focus on resolution speed.
- Led initiatives aimed at process improvements, boosting overall efficiency.
- Regularly measured customer success through structured meetings and reporting.
- Identified potential for upselling and cross-selling, increasing overall sales volume.
- Accurately documented customer interactions in CRM systems for streamlined communication.
- Leads technical escalation and management conference calls.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
Technical Account Manager
Catchpoint
11.2020 - 12.2021
- Oversaw a diverse portfolio of Enterprise customer accounts, focusing on relationship building.
- Facilitated post-sale onboarding processes for seamless client integration.
- Conducted proactive meetings to ensure alignment with customer objectives.
- Monitored utilization and health scores to proactively manage account performance.
- Developed strong relationships with clients, fostering trust and collaboration.
- Coordinated resources to help customers achieve desired outcomes.
- Leveraged data analysis to identify improvement opportunities and drive results.
- Delivered timely resolutions to client issues, maintaining professional standards.
Enterprise Tech Support Senior Associate
SonicWall Technology Systems
Bangalore
02.2019 - 11.2020
- Assisted and provided technical solutions to Enterprise users
- Configured and troubleshot Site to Site, Hub and Spoke VPN
- Implemented Network Security for clients and managed firewalls
- Handled internal and sales escalations
- Configured VPN Clients for secure access
- Analysed LAN/WAN traffic using Packet Sniffer tools like Wireshark
- Configured Application Firewall policies
- Real-time log monitoring and investigation
- Guided customers on best practices
Trainee Engineer
Rooman Technologies
Bangalore
02.2018 - 02.2019
- Researched and identified solutions to software and hardware issues
- Installed & configured computer hardware, software, and networks
- Diagnosed computer hardware and software issues
- Repaired equipment and replaced parts
- Gathered customer information to evaluate and analyse symptoms
- Diagnosed issues related to internet connectivity
- Monitored and analysed incoming support requests
Education
B. Tech - CCE
Chandigarh University
Chandigarh05-2018
12th Grade -
J&K Board
05-2014
10th Grade -
J&K Board
05-2012
Skills
- Analyzing data CRM Cybersecurity DHCP DNS Fortinet IPSec OSI model Wan SonicWall VPN Wireshark CRM systems Switching TCP SSL/TLS Cloud security Posture management Endpoint security DLP Customer retention strategies Exceptional communication CRM software proficiency, familiarity with SaaS platforms Onboarding processes Proactive anticipation Empathy and understanding, resilient attitude Client relationship building Logical approach
Certification
- SNSA (SonicWALL Network Security Administrator), SonicWall Inc
- Forcepoint DSPM - Associate: deploy and administer (accreditation)
- Forcepoint DSPM - sales associate
- Certified Forcepoint ONE Administrator
- Advanced Customer Success Manager Certified Professional
- Customer Success Manager Certified Professional
- ICSI | CNSS Certified Network Security Specialist
- Certified SonicWall Security Administrator
- NSE 1 Network Security Associate – Fortinet
- NSE 2 Network Security Associate -Fortinet
Timeline
Customer Success Manager
Forcepoint Software
01.2022 - 05.2025
Technical Account Manager
Catchpoint
11.2020 - 12.2021
Enterprise Tech Support Senior Associate
SonicWall Technology Systems
02.2019 - 11.2020
Trainee Engineer
Rooman Technologies
02.2018 - 02.2019
B. Tech - CCE
Chandigarh University
12th Grade -
J&K Board
10th Grade -
J&K Board
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