Raman Rawat
Customer Success Manager
Flat 712, 1st Floor, Silver Birch, Omaxe New Chandigarh
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Customer Success Manager
Maropost INC Private Limited
Mohali
05.2021 - Current
- Created customer support strategies to increase customer retention.
- Understand customer's business strategies and apply proven customer success methodology to lead them through all phases of implementation journey, with focus on adoption and customer outcomes.
- Responsible for contributing directly to product line and delivering on key organizational metrics.
- Advise customers on business process enhancements based on best practise, business knowledge and visibility into current vs future state product capabilities.
- Participate in sales cycle as needed to gather requirements, formulate delivery approach and develop proposal/post -sales engagement plan.
- Create customer adoption benchmarks and forecast based on defined business used cases.
- Deliver business value and innovation to customer's business by understanding our customer's key business challenges and potential for growth.
- Currently handling 40+ accounts with key revenue 4 Million.
Customer Success Manager
Beyond Codes INC
Chandigarh
11.2019 - 04.2021
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- New client acquisition, Business development and Lead generation for top global IT companies.
- Account management & Client engagement, servicing existing clients and managing complete client support function.
- Defend and grow revenues for 10+ assigned accounts across industry and Geography.
- Farming in existing accounts, ensuring client retention and revenue growth.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilise customer feedback to inform changes and improvements to customer success plans.
- Conducted periodic user training sessions to support customer understanding and product feature utilisation.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Associate Process Manager
Eclerx Private Limited
Chandigarh
11.2016 - 11.2019
- Gathered and analyse large amounts of data to determine improvement projections.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Delegate task and set deadlines.
- Discover training needs and provide coaching.
- Involved from launch, execution, preparing process documents, training new/cross hired and transitioning to floor.
- Production & Deviation management (Responsible for process quality and team deviation)
- External and Internal dispute management.
- Feedbacks and reporting shared on weekly basis.
- Met all timelines set by client for feedback close loop, reports, request to review/disputes.
- Scoring and Leading team calibrations with client on weekly basis.
- Dip checks (Weekly basis), Focusing on improving Transcription feedbacks, Rolling out daily updates, adding insight questions to capture data and share insights with client.
- Communicating in transparent and constructive manner.
- Enabling each employee in team to realize their potential and advance within organization.
- Create inspiring team environment with open communication environment.
- Recognize high performance and reward accomplishments.
- Suggest and organize team building activities.
- Listen to team members feedback and resolve and conflict/issues.
- Scheduling 1 on 1 session with team members to identify and resolve any problems/issues.
Senior Quality Analyst
Eclerx Private Limited
Chandigarh
07.2012 - 10.2016
- Created test cases and automation scripts.
- Auditing and providing feedback to quality analyst.
- Gauging accuracy of quality analyst on quality behaviour's/guidelines.
- Handling all client disputes and sharing feedback.
- Conducting internal team calibration on focused parameters to make sure everyone is aligned on same page.
- Ensuring quality check percentage is met on monthly basis.
- Maintaining productivity and ensuring deviation is below threshold.
- Conducting and leading doubt clearing sessions to ensure operations and quality teams are on same page.
- Rolling out new updates received from client to all team members including operations and quality team.
Business Intelligence Analyst
Eclerx Private Limited
Chandigarh
05.2009 - 06.2012
- Collaborated with stakeholders to identify business needs and data sources.
- Generated standard and custom reports to provide insights into business performance.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collected data from wide-ranging sources.
- Correlating quality behaviour with other KPIs.
- Handling vendor management escalation process (Corporate V/S regular). Responsible for identifying valid invalid escalations and analyse correct steps taken to close escalation.
- Handle client huddles on weekly/monthly basis.
- Framework creation for capturing data accurately and consistently.
- Framework automation, suggestions on adding different combinations of validation to reduce manual efforts.
- Case study analysis and reporting. Supporting teams in multiple and different case studies.
Techincal Associate
Tata Business Support Services
Mohali
01.2007 - 05.2009
- Answering Inbound calls, Handling customer complaints, Follow up on customer calls, Making outbound calls, Upselling & Cross selling, Managing and updating customer database, Collecting & reporting on customer feedback, Training & Onboarding new agents.
- Managed over 75+ calls per day.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organisational & Time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to details while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts
Education
Bachelor of Commerce -
Punjab University
Chandigarh 03.2006 - 04.2009
Skills
Revenue growth
Training and mentoring
Team Building
Customer Relations
Business Development
Research and due diligence
Key accounts development
Client service optimization
Strategic planning
Pipeline development
Negotiation
Certification
Gainsight Certification Level 1
Gainsight Certified
Certified Customer Success Manager - Pulse Academy by Gainsight
Customer Success Manager Level II - Pulse Academy by Gainsight
Timeline
Gainsight Certification Level 2
03-2022
Gainsight Certification Level 1
02-2022
Customer Success Manager
Maropost INC Private Limited
05.2021 - Current
Customer Success Manager
Beyond Codes INC
11.2019 - 04.2021
Associate Process Manager
Eclerx Private Limited
11.2016 - 11.2019
Senior Quality Analyst
Eclerx Private Limited
07.2012 - 10.2016
Business Intelligence Analyst
Eclerx Private Limited
05.2009 - 06.2012
Techincal Associate
Tata Business Support Services
01.2007 - 05.2009
Bachelor of Commerce -
Punjab University
03.2006 - 04.2009