Pravir Sarathe
Jabalpur
Summary
Customer Success Manager | Client Relationship Expert | Problem Solver
As a passionate and results-driven Customer Success Manager, I am dedicated to helping clients maximize the value of the products and services they rely on. With a deep understanding of customer needs, I work collaboratively to ensure that every customer not only achieves their goals but also enjoys a seamless and positive experience with our solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
Disprz
Mumbai
09.2024 - Current
- Managed a diverse portfolio of 50+ enterprise and mid-market clients, ensuring high customer satisfaction, onboarding success, and ongoing product adoption, leading to a 95% customer retention rate.
- Developed and executed tailored success plans for clients, resulting in a 15% increase in upsell revenue and 20% improvement in customer engagement within the first six months.
- Conducted quarterly Customer Business Reviews (CBRs), discussing KPIs, product usage, and success metrics to align with client goals and ensure continued partnership success.
- Delivered one-on-one customer training sessions, webinars, and workshops, leading to a 35% increase in feature adoption and reduced support tickets by 25%.
- Proactively identified at-risk accounts through customer health monitoring and collaborated with Account Managers to deliver tailored solutions, reducing churn by 15%.
Senior Product Support Engineer
Disprz
Chennai
05.2023 - 08.2024
- Collaborate with other departments such as Engineering and Development and rest of global support team.
- Responding to customer support tickets by email, chat, telephone or other channels through deep understanding of our products.
- Identify and escalate priority issues and redirect problems to appropriate internal contacts for resolution.
- Resolved service user requests within target timeframes.
Senior Customer Support Techinican
JRNI
mumbai
08.2022 - 04.2023
- Facilitated resolution of customer problems with effective leadership.
- Log and keep records of customer queries using ZenDesk and JIRA.
- Delivered precise technical guidance for clients throughout the process.
- Submitted comprehensive documentation of technical details to supervisors.
- Examined system error reports to identify and replicate issues.
Application Support Engineer
Edcast
Mumbai
01.2022 - 07.2022
- Edcast offers a unified talent experience platform designed to enable end-to-end employee journeys spanning learning, skilling, and career mobility
- And make the eLearning procedure smooth for learners
- Handel tickets for all main 3 products such as LXP, Myguide, and Marketplace
- Working currently on LMS SAAS-based platform
- Identifying customer needs and helping them use specific features
- Analyzing and reporting product malfunctions via JIRA
- Debugging and resolving Single Sign-On issues through OKTA
- Working with B2B clients such as Honeywell, Deloitte, TCS, Novartis, Mars, and so on
- Also playing major roles as an SME and also providing training to new folks.
Software Specialist
Eclinicalworks
Mumbai
11.2019 - 11.2021
- Major roles and responsibilities include handling billing issues related to claims, payments.
- Also worked on the Healow Project where my role is to mentor and provide day-to-day training to new folks and fix issues within SLA parameters of less than 60 minutes
- Reviewed current processes and successfully identified improvement opportunities.
- Used support tickets to track and speed up incidents.
- Offered first-line support for telephony, SIP, PBX, and phone systems issues.
- Educated service users on new software updates and system capabilities.
Education
Bachelor of engineering IT - Information Technology
Global Nature Care Group
JabalpurSkills
- Customer Onboarding & Adoption
- Customer Retention Strategies
- Cross-Functional Collaboration
- Data Analysis & Health Scoring
- Account Management & Upselling
- Conflict Resolution & Escalation Management
- CRM & Customer Success Tools (Salesforce, Gainsight, ChurnZero)
- Customer Business Reviews (CBR)
- Customer Feedback & Advocacy
- Metrics & Reporting
Additional Information
- Global Bus Enquiry (05/2019 - Present)
- The Main Objective of My Project is to solve the daily bus issues faced by Students. With the help of our websites, students can easily search nearby buses at proper times and locations. And also get updated with various information related to college buses. For the Front end -HTML, CSS, and JAVASCRIPT are used. For Back end- CLOUD COMPUTATION (AWS). My Role- Cloud Architect.
Certification
- Training at Profound Tech.
- Training at TITANS Education & Learning
Timeline
Customer Success Specialist
Disprz
09.2024 - Current
Senior Product Support Engineer
Disprz
05.2023 - 08.2024
Senior Customer Support Techinican
JRNI
08.2022 - 04.2023
Application Support Engineer
Edcast
01.2022 - 07.2022
Software Specialist
Eclinicalworks
11.2019 - 11.2021
Bachelor of engineering IT - Information Technology
Global Nature Care Group
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