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
DarjeelingSkills
Business Intelligence
Relationship Building
Customer Relations
Upselling /Cross Selling
Ability to manage multiple tasks
Conflict Management
Business Negotiation
Oracle Application-BI
Contract Negotiation
Cross-Functional Communication
Retention Program Development
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