Summary
Overview
Work History
Education
Skills
Training Undertook
Personal Information
Timeline
Generic

Sangam Gesha

Customer Success Manager
New Delhi

Summary

Result oriented professional with extensive experience in Retention/Renewals/ Operations Management and Team Leadership.

Customer Success Manager with experience managing a large number of accounts while maintaining high customer satisfaction. Focused on driving sales and business growth while building positive long-term relationships with customers

Overview

22
22
years of professional experience

Work History

Oracle Linux Customer Success and Retention specialist

Oracle
7 2021 - Current
  • Timely renewal of Oracle Linux support subscription
  • Working with customers to help them realize maximum value out of their investment
  • Identify at risk contracts early and establish successful account/Customer negotiations on renewal and upsell deals
  • Driving Customer success initiative for assigned territory
  • Escalation point for support and invoicing issues.
  • Upsell and Cross sell
  • Run customer success programme with top customers.
  • Developed new strategies for customer retention activities
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment
  • Analyze customer data to identify trends, providing valuable insights for retention initiatives
  • Identify prospects and propose solutions based on their use case
  • New business identication

Manager Business Operations

Oracle India Pvt Limited
10.2016 - 07.2021
  • Manage workflow and day to day operations
  • Ensure adherence to SLA
  • Contract Base Maintenance
  • Forecast Review and Revenue tracking
  • Identify and work on simplifying booking processes
  • Identify and rectify Revenue gaps
  • Create SOP and process Documents
  • Project Accounting/Rev/Invoice Management.
  • Conducted regular performance reviews, fostering a culture of continuous improvement among employees
  • Managed cross-functional teams for improved project delivery and deadline adherence

Support Renewals Manager

Oracle India Pvt Limited
11.2011 - 10.2016
  • Managing Oracle SW/HW service renewal business
  • Customer account management, accurate forecasting, meeting all revenue targets, creating new opportunities from existing customer base
  • On time renewal and upsell of Oracle products
  • Consultative selling.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones
  • Defined clear targets and objectives and communicated to other team members

Support Renewals Account Executive

Oracle India Pvt Limited
05.2008 - 10.2011
  • Handling accounts/customers for Oracle EMEA
  • Manage renewal process for a defined territory
  • Manage and Maintain schedule of contract renewals and ensure all direct support contract and partner support contracts are renewed in a timely manner
  • Working directly with partners & product account team to ensure on time deal closure
  • Attaining quarterly targets for bookings, on-time renewals and overall renewals
  • Promptly handle and solve customer objections and complaints
  • Responsible in revenue forecasting of the particular deal
  • Engaging as required with business partners in sales, legal, finance, etc
  • To resolve issues raised by customers or partners related to services renewals
  • Pricing & quoting the support fees, getting the renewal confirmation (purchase order) and logging them in the system and following up for the payment of the invoice
  • Accurately forecasting business targets and opportunities in territory
  • Identifying new business opportunities by creating and implementing territory campaigns with management assistance
  • Responsible for making amendments to the existing contracts as per requirement of the customer/partner in accordance with the business practices
  • Educating the customers and partners about compliance violations/Engaging the license audit team in case of violation.

Sr.Customer Care Executive

Colwell and Salmon Communications India Ltd
04.2006 - 10.2007
  • Supply Chain Management, process orders, source materials and ship orders
  • Handle customer queries about the status of the order and availability of the materials by checking the inventory
  • Provide tracking information to customers on the goods shipped out
  • Process documents like packing slip, bill of lading and other legal papers and fax it to the customer
  • Process training for new hires
  • Resolving customer queries and disputes
  • Web research relating to business address for verification of different properties
  • Extensive researches on customer history to determine materials bought in the past and identify the correct part number for that material.

Customer Care Executive

Exl Services Private Ltd
12.2004 - 12.2005
  • Solving Client Queries related to purchasing computer system, order delivery & bill payment
  • Resolving technical issues in assistance with Technical Support Team
  • Resolving Issues related to Dell Financial Service
  • Provide status of the orders placed
  • Authorize returns as per the Returns authorization Policy
  • Timely resolutions of customer issues/ ensure high customer satisfaction.

Sales supervisor

Sony Ericsson
02.2003 - 11.2004
  • Responsible for target achievement for the designated territory
  • Credit approvals/Risk assessment/collections from the retail dealerships
  • Creating brand visibility
  • Retention of existing resellers
  • Acquiring new dealers/partners.

Customer Care Executive

Serving Minds Ltd
01.2002 - 02.2003
  • Undertook various telemarketing assignments for banking processes
  • Resolving customer queries
  • Selling Time shares.

Education

Bachelor of Arts - Humanities

North Bengal University
Darjeeling

Skills

Business Intelligence

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Training Undertook

  • Oracle Prima- Competency Development Programme (Noida FY-11-12)
  • Manager Essentials/ Crucial Conversation (Bucharest Dec 2012)

Personal Information

Date of Birth: 02/11/1977

Timeline

Manager Business Operations

Oracle India Pvt Limited
10.2016 - 07.2021

Support Renewals Manager

Oracle India Pvt Limited
11.2011 - 10.2016

Support Renewals Account Executive

Oracle India Pvt Limited
05.2008 - 10.2011

Sr.Customer Care Executive

Colwell and Salmon Communications India Ltd
04.2006 - 10.2007

Customer Care Executive

Exl Services Private Ltd
12.2004 - 12.2005

Sales supervisor

Sony Ericsson
02.2003 - 11.2004

Customer Care Executive

Serving Minds Ltd
01.2002 - 02.2003

Oracle Linux Customer Success and Retention specialist

Oracle
7 2021 - Current

Bachelor of Arts - Humanities

North Bengal University

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Sangam GeshaCustomer Success Manager