Rajesh Joshi
1To1 Help
Gurgaon
13
years of professional experience
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Work History
Senior Customer Success Manager
1 Year 3 Months- Owned and nurtured a portfolio of key clients across India and Australia, consistently delivering 80–92% renewals and driving 10–15% incremental revenue growth through strategic account expansion initiatives.
- Partnered closely with clients to understand business objectives and translate them into scalable digital solutions, ensuring maximum utilization and measurable impact of mobile and web applications.
- Oversaw the complete client journey—from initial onboarding through execution and delivery, ensuring projects were delivered on schedule, within scope, and aligned to budget expectations.
- Facilitated periodic performance reviews and strategic discussions, leveraging analytics and usage insights to strengthen engagement, reduce risk, and unlock new business opportunities.
- Worked in tandem with product, engineering, and support teams to ensure smooth execution, quicker turnaround on issues, and a consistently high-quality client experience.
- Handled commercial negotiations, renewals, and growth planning, while actively channeling client feedback into product improvements and identifying opportunities for feature adoption and solution enhancement.
Customer Success Manager
1 Year 5 Months- Managed a portfolio of 30 enterprise UK clients, driving end-to-end account ownership and achieving 86–95% renewal rates along with 15–20% upsell growth through strategic engagement and value-driven solutioning
- Acted as a trusted advisor, delivering tailored IT and networking solutions in collaboration with Cisco Systems across networking, security, and collaboration technologies
- Led the customer lifecycle from onboarding to project implementation, ensuring seamless deployment and execution of projects within defined timelines and budget constraints
- Conducted Quarterly Business Reviews (QBRs) and leveraged data-driven insights to monitor account health, mitigate risks, and drive adoption, retention, and expansion opportunities
- Collaborated with cross-functional teams (sales, pre-sales, and technical support) to ensure efficient delivery and issue resolution, improving turnaround time by 30–40% and enhancing customer satisfaction
- Managed RFQs/RFPs, contract negotiations, and ongoing account operations, while proactively identifying cross-sell opportunities and acting as the voice of the customer to drive continuous service and product improvements
Key Account Manager
5 Years 1 Month- Managed a portfolio of 18 enterprise US clients, driving end-to-end account management, achieving 95% renewal rate and 15% upsell growth through strategic relationship management and solution positioning
- Acted as a trusted advisor for IT infrastructure needs, delivering customized solutions in collaboration with Dell Technologies (desktops, laptops, servers), ensuring high customer satisfaction and repeat business
- Conducted Quarterly Business Reviews (QBRs) and leveraged customer data to track health metrics, identify risks, and drive adoption, retention, and expansion opportunities
- Collaborated with cross-functional teams (sales, pre-sales, and support) to ensure seamless delivery, reducing issue resolution time by 30–40% and improving overall client experience
- Managed RFQs, RFPs, and contract negotiations, ensuring competitive pricing, timely closures, and adherence to SLAs for all managed accounts
- Strengthened long-term partnerships by acting as the voice of the customer, driving continuous improvements in service delivery and contributing to increased engagement and customer lifetime value
Creative Cloud Consultant
3 Years 7 Months- Delivered multi-channel technical support (Phone, Chat, Email) to US-based enterprise clients, resolving complex issues related to Adobe Creative Cloud (Teams & Enterprise) while maintaining high SLA and CSAT standards.
- Managed Adobe Volume Licensing (LWS) lifecycle, including provisioning, cancellations, and deployment, ensuring seamless installation and license compliance across environments.
- Created and shared technical documentation, troubleshooting guides, and knowledge base content to enhance resolution efficiency and enable customer self-service.
- Collaborated with cross-functional teams (engineering, product, and support) to resolve escalations, while engaging high-value clients through a consultative approach to strengthen retention and identify growth opportunities.
- Partnered with the sales team to drive revenue outcomes, delivering product demonstrations and contributing to pipeline growth while consistently meeting or exceeding performance targets.
Technical Support Engineer
1 Year 8 Months- Delivered end-user support across Microsoft environments, troubleshooting issues related to Microsoft 365, Windows OS, and enterprise applications while ensuring SLA adherence and high CSAT.
- Provided Tier-2 support and SME guidance on Microsoft technologies, including Microsoft Azure and Active Directory, effectively managing complex escalations and enterprise-level incidents.
- Conducted advanced troubleshooting and root cause analysis (RCA) for system, network, and application issues within Microsoft ecosystems, ensuring minimal downtime and business continuity.
- Managed patch deployment, security updates, and version upgrades across Windows and Microsoft platforms to mitigate vulnerabilities and maintain compliance.
- Established strong relationships with key stakeholders, leveraging Microsoft-based solutions to drive customer retention, optimize usage, and contribute towards achieving service and revenue targets.
Education
MBA - IT & Marketing
BBA - Business Administration
Skills
Customer advocacy
Upselling strategies
Client onboarding
Account growth
Revenue growth
Cross-functional coordination
Data-driven decision making
Relationship management
Timeline
Senior Customer Success Manager
1To1 Help
09.2024 - 12.2025Read More
Customer Success Manager
Konverge Technologies
04.2023 - 09.2024Read More
Key Account Manager
Doon Consulting
03.2018 - 04.2023Read More
Creative Cloud Consultant
Adobe Systems Incorporated
06.2014 - 01.2018Read More
Technical Support Engineer
Convergys India Pvt. Ltd.
08.2012 - 04.2014Read More
Punjab Technical University
BBA from Business Administration
Read More
Swami Vivekanand Subharti University
MBA from IT & Marketing
Read More