Ryan Fernandes
Customer Success Manager
Pune
Summary
As a seasoned Customer Success Manager (CSM), specialize in fostering positive relationships and driving satisfaction with product or service through effective communication and tailored support. Expertise includes conducting Quarterly Business Reviews (QBRs) to ensure transparency and mutual success, while proactively addressing churn risks and enhancing customer loyalty. Leverage data analysis to understand customer attrition drivers and continuously improve companies strategies. With a focus on stakeholder engagement and advocacy, need to ensure relevant information reaches the right channels, while identifying opportunities for upselling and cross-selling to align with customer objectives. Additionally, possess proficiency in disaster recovery planning and execution, ensuring operational resilience in all circumstances.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
11:11 Systems formerly SungardAS
02.2023 - Current
- Customer Success Manager (CSM) are multifaceted and crucial for maintaining positive and successful relationships with customers
- Building and nurturing strong relationships with customers by regular communication, understanding customer needs, and ensuring their satisfaction with product or service
- Conducting QBRs essential for fostering transparency, accountability, and mutual success
- Increased customer retention, highest account retention of 90%.
- Identifying potential churn risks, addressing issues promptly, and implementing strategies to enhance customer satisfaction and loyalty
- Analyzing churn data to understand reasons behind customer attrition
- Updating notification matrices and Authorization matrices to ensure that right stakeholders receive relevant information and have appropriate access to resources
- Advocating for customer within organization and identifying opportunities for upselling or cross-selling additional products or services that align with customer's needs and goals
- Also responsible for complete disaster recovery test planning and execution.
IT Helpdesk Technician
ZS Associates – Pune WTC
04.2021 - 05.2022
- Evaluate the various issues related to both hardware & software and offer accurate & prompt resolutions
- Resolve problems related to FTPs, SharePoint, VPN, Network drives, and network applications, along with performing administration & troubleshooting of FTP Servers
- Execute project development & maintenance, oversee P2 and P3 tickets, and exhibit expertise in server managers and ending remote sessions from Access Console
- Develop snapshot schedules according to customer/user specifications, adjusting/modifying Snapshots, and executing file restoration through snapshots
- Promptly offering technical assistance on call support for Emergency or High Priority issues.
Administrator
Wipro Technologies Pune
10.2020 - 03.2021
- Managing various SAP modules of various countries
- Showcase excellent familiarity on O365 products, network drives, firewalls and SCCM installations while resolving VPN connectivity issues and rearranging virtual desktops
- Organized & incorporated application enhancements to system hardware and software leading to excellent rate of performance as well as resolved issues as a L2 Support Engineer
Associate Technical Support – Tier 1
Tech Mahindra Hinjewadi, Pune
09.2019 - 10.2020
- Resolved different issues related to Microsoft Office 365, VPN and various network applications
- Studied the proper process for dealing with P2 & P3 tickets while getting acquainted with Active Directory and working as an Administrator
- Resolving periodic password lockouts and even handled web and task to troubleshoot self-service tickets
- Acquainted in Service Now, domain migration issues, Microsoft Outlook profile rebuilding, and resolving common issues
- Preserved flexible schedule and attended emergencies/priorities post office-hours and during weekend.
Education
PCCOE - Pimpri Chinchwad College Of Engineering
PuneSkills
Strategic Planning
undefinedAccomplishments
- Supervised team of 3 new staff members, and provided guidance whenever needed.
- Created monthly decks for the VP of Customer Success.
- Performed cleanup activity on the storage and reclaiming more space for the client
- Automate Alerts and Reports for the team
- Tech Mahindra hosted an internal certification for ITIL foundation training 2020 secured 95% in the course.
- Completed online certification course on Active Directory Administration from Udemy
Personal Information
- Date of Birth: 11/22/96
- Gender: Male
- Nationality: Indian
Timeline
Customer Success Manager
11:11 Systems formerly SungardAS
02.2023 - Current
IT Helpdesk Technician
ZS Associates – Pune WTC
04.2021 - 05.2022
Administrator
Wipro Technologies Pune
10.2020 - 03.2021
Associate Technical Support – Tier 1
Tech Mahindra Hinjewadi, Pune
09.2019 - 10.2020
PCCOE - Pimpri Chinchwad College Of Engineering
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