Bike Riding/Travelling
Praveen KP
Customer Success Manager
Bengaluru
Summary
Results-driven Customer Success Manager with over 14 years of experience in fostering customer satisfaction and loyalty in the Cloud sector. Proven track record of improving customer retention rates, developing and implementing strategic customer success initiatives, and leading high-performing teams at Dell EMC, adept in client relations and process improvement, significantly enhanced customer satisfaction and loyalty. led teams to exceed KPIs, fostering long-term business partnerships and driving revenue growth through strategic account management and innovative training programs.
Overview
13
13
years of professional experience
8
8
Certifications
Work History
Customer Success Manager
Dell EMC
10.2017 - Current
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
- Act as primary customer advocate & management focal point with all assigned customers & handle customer escalations
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Deliver internal & customer reporting and Patch Management( Linux and Windows)
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Crafted compelling case studies showcasing successful implementations that resulted in improved brand reputation among potential clients.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Support Team Lead
Dell EMC
12.2012 - 10.2017
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
- Monitored employee productivity to ensure optimal staffing levels were maintained at all times.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Mentored new hires for seamless integration into the customer support team.
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
TAC Engineer
Sonicwall
06.2011 - 12.2012
- Enhanced team efficiency with thorough documentation of processes and procedures.
- Optimized network configurations for enhanced speed, reliability, and scalability based on client requirements.
- Delivered exceptional customer service by promptly addressing client concerns and providing accurate solutions.
- Developed comprehensive training materials to improve new hire onboarding and ongoing professional development.
Education
Bachelor of Engineering Technology - Computer And Information Sciences
Dr. T. Thimmaiah Institute of Technology
KGF 04.2001 -
12th Standard - PCMB
Govt Junior College
Kolar 04.2001 -
High School Diploma -
Mahila Samaja High School,
Kolar 04.2001 -
Skills
Client Relations
Customer Account Management
Report Analysis
Customer Satisfaction
Key accounts development
Schedule Management
Customer Service
Customer Relations
Account Management
Training programs
Revenue Growth
Customer Relationship Building
Process Improvement
Employee Coaching and Mentoring
Customer Relationship Management
Teamwork and Collaboration
Certification
Best performer – 2014, 2015 and 2016 consistently
Interests
Playing, and watching cricket
Listening and composing music
Timeline
Customer Success Manager
Dell EMC
10.2017 - Current
Customer Support Team Lead
Dell EMC
12.2012 - 10.2017
TAC Engineer
Sonicwall
06.2011 - 12.2012
Bachelor of Engineering Technology - Computer And Information Sciences
Dr. T. Thimmaiah Institute of Technology
04.2001 -
12th Standard - PCMB
Govt Junior College
04.2001 -
High School Diploma -
Mahila Samaja High School,
04.2001 -
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