PRINCE JOEL
Customer Success And Implementation Manager
Coimbatore
Summary
Customer Success Engineer with over 6 years of experience who is passionate and competent with operational expertise and Enterprise Infrastructure Management and has a track record of developing solid relationships and ensuring customer satisfaction. Attempting to take on the role of Customer Success Manager in order to put my skills and expertise to use.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Customer Success Engineer
Sense Talent Labs
Bangalore
11.2021 - Current
- With a demonstrated track record of building great customer connections and increasing revenue through excellent communication and strategic upselling and solving product-related technical queries
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Nominated for the Top Achiever of the Year with 98% Customer Satisfaction in 2022
Senior Product Support Engineer
Sprinklr Private Limited
Bangalore
04.2019 - 11.2021
- Handled top clients to provide technical product expertise and excellent rapport with the top companies in the corporate world.
- Identified new ideas, products and/or features that improved customer satisfaction, reduced costs and kept product line in forefront of industry.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Technical Support Engineer
IBM India Corporate Limited
Bangalore
08.2017 - 04.2019
- Achieved the "Hall of Fame" award at IBM.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Delivered Tier-3 support and SME input to internal and external customers.
Education
Bachelor of Engineering and Technology - Information Technology
05.2015 - 05.2017
MBA - IT Management
05.2022 - Current
Skills
Customer Relationship Managementundefined
Affiliations
1. More than 6 years of expertise in account management, client-facing roles, and operations.
2. Understanding of SaaS and software industry dynamics
3. Superior communication and de-escalation abilities
4. Expertise in client account management.
5. Capability to interact with, monitor, and interface with clients and resolver groups.
6. Ability to prioritize and complete job responsibilities under time constraints.
7. The ability to operate under duress.
8. Effective multitasker who is determined and focused on critical responsibilities.
9. Have a solid reputation for working with high-profile customers and delivering outstanding results.
Certification
Project management by Google from Coursera
Timeline
Project management by Google from Coursera
06-2023
Narsee Monjee Institute of ManagementStudies - MBA, IT
Management
05.2022 - Current
Customer Success Engineer - Sense Talent Labs
11.2021 - Current
Senior Product Support Engineer - Sprinklr Private Limited
04.2019 - 11.2021
Technical Support Engineer - IBM India Corporate Limited
08.2017 - 04.2019
Cybersecurity and ITIL from IBM
07-2017
Karunya University - Bachelor of Engineering and Technology, Information Technology
05.2015 - 05.2017
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