Rishabh Taneja
New Delhi
Summary
I am a motivated individual with more than 8 years of extensive experience in Services environment, Client services and Business Consultancy services with proven Leadership skills along with the ability to learn progressively. Out-of-box thinker with proven track record of managing stakeholders with the accountability of informing them on future scenarios, maintaining key relations with clients by acquiring feedback on critical issues and taking suitable actions to ensure positive experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Rackspace Technology
Gurugram
01.2022 - Current
- Managing 250+ customers for Small Business Segment of Rackspace - Book of Business handled - $2.2 M USD
- Responsible for develops Healthy Customer Relationship with Rackspace Customers using AWS and ideally Azure or Google Cloud Platform
- Collaborate with and manage diverse cross functional teams for successful customer outcomes.
- Identify opportunities within your account base to increase the Rackspace footprint.
- Successfully maintaining NPS of 65 with 35% Response Rate
- Maintaining a Credit Rate of 2% and 4% and less in last 12 Months
- Assisting and managing Ticket queues for Customer Success
- Maintaining reports and creating multiple dashboards using Power BI & Salesforce
- Manage Account Pipelines and responsible for converting win/back opportunities.
- Regularly providing support and updating Process Wikis to both peers and leadership for fast changes in organization or technology
- Building strong relations with customers in order to assist them in best possible manner and providing them Fanatical Support
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service for both Onboarding and Support processes.
Customer Success Associate - II
Rackspace Technology
Gurugram
08.2020 - 12.2021
- Managing internal ticket queues A1, A2 and A3.
- Helping customer with the issues/concerns raised by them via Tickets/Calls/Emails.
- To assist customers with best advice related to their issues raised and helping them in getting new contracts signed.
- Perform Quality checks and provide feedback to Rackers
- Provide training to new hire on topics of CSA’s Scope
- Conducting trainings to provide update of recent changes within the organization.
- Maintaining Dashboards like NPS (Net Promoter Score), Queue Management and Daily Productivity.
- Creating MSR’s for different account
- Aiding fellow Rackers
Customer Success Associate - I
Rackspace Technology
Gurugram
02.2019 - 07.2020
- Perform ticket queue management and routing for Customer Success.
- Helping US business under select segment and taking care of ticket triaging from CSM queue to CSA queue.
- Provide non-technical guidance to our customers via tickets
- Monitor inbound customer ticket/call requests and route appropriately
- Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates
- Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved
- Process document updates in forms through to submission on Rackspace Portals
- Take ownership and work quick-fix tickets
- Escalates support requests (via ticket) according to escalation procedures
- Liaise with Customer Success Managers via email and ticket if a customer update or escalation is required
- Prepare renewal documentations and send them to customer to earn revenue for the organization.
- Taking care of Training part for Customer Success Associate Team India, specifically US business
- Helping CSA’s to clarify their procedural gap.
Service Request Manager (Associate)
British Telecom
Gurugram
10.2017 - 02.2019
- Managing the order for the products Internet circuits, Switches, Routers, Cables, etc.
- Manage the order of BT product line received from customer from Assist and deliver high level of quality services.
- Validating orders with requirements of the customer and product lines we are providing with the customer.
- Validation of order by analyzing the prices, specifications of products and SLA for delivery.
Dispute Analyst (Amex Process)
FIS Global Business Solutions India Private Limited
Gurugram
03.2016 - 07.2017
- Receive and respond to customer service inquiries via non-phone channel.
- Effectively Managing Customer’s Account
- Ensure latest updated policies, procedures, desk instructions are always read & complied with.
- Understanding the criticalities of the process and performing in depth analysis on the cases.
- Report, analyze and recommend process improvements considering trends observed for disputes and queries.
Education
MBA - Marketing And International Business
Era Business School
New Delhi06-2016
BBA - Banking & Insurance
Maharaja Surajmal Institute (IP University, Delhi)
New Delhi06-2014
Higher Secondary Education -
Cambridge Foundation School
New Delhi03-2011
Secondary Education -
Cambridge Foundation School
New Delhi03-2009
Skills
- Relationship Building
- Microsoft Excel
- Salesforce
- Tableau
- Qlik Sense
- Training
- Negotiation
- Customer Account Management
- Strategic Planning
- Client Relations
Certification
ITIL V4
Accomplishments
- Achieved an Award for Renewal Master - Worked with team to achieve Renewal target for whole team for consecutive 6 Months.
- Received multiple recognition from customers - Working on Critical Issues
Languages
English
First Language
Timeline
Customer Success Manager
Rackspace Technology
01.2022 - Current
Customer Success Associate - II
Rackspace Technology
08.2020 - 12.2021
ITIL V4
04-2020
Customer Success Associate - I
Rackspace Technology
02.2019 - 07.2020
Service Request Manager (Associate)
British Telecom
10.2017 - 02.2019
Dispute Analyst (Amex Process)
FIS Global Business Solutions India Private Limited
03.2016 - 07.2017
MBA - Marketing And International Business
Era Business School
BBA - Banking & Insurance
Maharaja Surajmal Institute (IP University, Delhi)
Higher Secondary Education -
Cambridge Foundation School
Secondary Education -
Cambridge Foundation School
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