Rameez Shaik
Bangalore
Summary
Hi, I'm Rameez, I'm a Dedicated and detail-oriented customer success professional with a proven track record of taking initiatives for optimizing customer satisfaction across multiple domains and industries. I'm adept at leading customer success teams to achieve successful levels of customer retention.
Overview
8
8
years of professional experience
Work History
Manager - Customer Success
Fincent
05.2023 - Current
- Oversaw success and satisfaction of Fincent's customers, focusing on meeting their expectations and needs.
- Currently managing and leading a team consisting of 2 Customer Success Associates and 7 Bookkeeping professionals, ensuring delivery of clean and updated books within specified timelines.
- Strategically working towards the optimization of bookkeeping processes, emphasizing accuracy, efficiency, and timely completion to enhance overall operational effectiveness.
- Implemented data-driven decision-making processes, leveraging advanced analytics tools to inform and shape strategic development initiatives, driving operational efficiency across the board.
- Held responsibility of managing substantial portfolio exceeding $1 million.
- Successfully propelled revenue growth from $800K to $900K by just upselling it to existing portfolio
- Successfully implemented watertight processes for On-Boarding, Retentions, and Quarterly Business Reviews (QBRs),
- Achieved a turnaround of Net Promoter Score (NPS) from -10 to +65 within just two quarters.
- Onboarded new employees with training and new hire documentation.
- Defined clear targets and objectives and communicated to other team members.
- Part of the leadership team where Customer Success Stats were owned and presented to the investors directly.
Manager - Customer Success
Hiration
01.2022 - 05.2023
- Led a team of four customer success agents to develop strategy and monitor tasks to maximize efficiency
- Evaluated employee performance in order to identify and meet development needs
- Created a departmental budget while conceptualizing and implementing cost-cutting measures
- Surveyed customers and implemented best practices to determine and disseminate customer service requirements
- Improved customer satisfaction by implementing improvements such as a new CRM system and applications
- Reported on customer feedback and delivering presentations to enable service enhancements
- Handled all account-related invoices and contracts from start to finish
- Maintained financial accuracy when dealing with more than $1 million in revenue
- Brainstormed to implement alternate delivery mechanism that reduced store returns by 40%.
Enterprise Customer Success Manager
Simplilearn
03.2021 - 01.2022
- Through constant communication and Action Plans, I developed and maintained relationships with schools and institutions
- Exceeded return product sales targets to meet customer satisfaction requirements, and successfully negotiated long-term contract renewals with franchise owners and sales affiliates
- Supported the promotion and execution of various promotional sales and marketing strategies
- Compiled and evaluated a list of referred customers to increase the rate of repeat customers by 35%
- With an NPS of 99%, I handled large enterprise accounts such as Caltech, Purdue, Harvard, and HP.
Customer Success Manager
Synup
06.2019 - 09.2020
- Handled enterprise accounts ranging in size from $15k to $100k MRR
- Within four months, the book of business had grown organically from $700,000 to $1.2 million MRR
- I oversaw getting all medium to large enterprise contracts renewed
- Strategic alliances and partnerships were formed to use tactical diplomacy to increase customer acquisition
- As a new project, I collaborated closely with the tech team and assisted clients in integrating seamlessly with our platform using Synup's newly exposed bidirectional API's
- Processed and resolved payment inquiries, as well as overdue payee requests and technical issues
- Within four months, the book of business had grown organically from $700,000 to $1.2 million MRR.
Manager - Customer Success
Nowfloats
06.2018 - 06.2019
- Pursued a monthly retention goal of 95% from existing business, with a focus on avoiding churn and broadening the current revenue portfolio
- Recruited and hired a team of 15 Customer Success Managers, who were then trained and managed from start to finish
- Metrics were monitored and actionable insights were developed to improve efficiency and performance.
Customer Success Manager
Synup
02.2016 - 06.2018
- Synup's fifth hire and first hire for CSM
- I recruited for and built a customer success program from the ground up
- Maintaining accurate records of past due customer account activity
- All customer call guidelines were followed, including training, service levels, handling time, and productivity.
Education
BBA -
Shobhit University
04.2001 -
Skills
Revenue Optimization
Communication and Coordination
Training and Mentoring
Process Improvement
Documentation and SOPs
Customer Retention Strategy
Operations Management
Customer Relationship Management
Team Management and Leadership
Compliance
Key Performance Indicators
Goal Setting
Accomplishments
- Achieved $1M only in upsells and cross sells with in a span of 1 year
- Won employee of the year award twice in 2020 & 2022
Timeline
Manager - Customer Success
Fincent
05.2023 - Current
Manager - Customer Success
Hiration
01.2022 - 05.2023
Enterprise Customer Success Manager
Simplilearn
03.2021 - 01.2022
Customer Success Manager
Synup
06.2019 - 09.2020
Manager - Customer Success
Nowfloats
06.2018 - 06.2019
Customer Success Manager
Synup
02.2016 - 06.2018
BBA -
Shobhit University
04.2001 -