Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

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

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 -

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Rameez Shaik