Rajesh Joshi
Gurgaon
Summary
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.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
1To1 Help
Gurgaon, India (Remote)
09.2024 - 12.2025
- 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
Konverge Technologies
Gurgaon, India
04.2023 - 09.2024
- 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
Doon Consulting
Gurgaon, India
03.2018 - 04.2023
- 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
Adobe Systems Incorporated
Noida, India
06.2014 - 01.2018
- 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
Convergys India Pvt. Ltd.
Gurgaon
08.2012 - 04.2014
- 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
Swami Vivekanand Subharti University
Meerut, India08.2022
BBA - Business Administration
Punjab Technical University
Jalandhar, India05.2013
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 - 12.2025
Customer Success Manager
Konverge Technologies
04.2023 - 09.2024
Key Account Manager
Doon Consulting
03.2018 - 04.2023
Creative Cloud Consultant
Adobe Systems Incorporated
06.2014 - 01.2018
Technical Support Engineer
Convergys India Pvt. Ltd.
08.2012 - 04.2014
BBA - Business Administration
Punjab Technical University
MBA - IT & Marketing
Swami Vivekanand Subharti University