Sarvotam Singh
Customer Success Manager
Chandigarh
Summary
Enthusiastic SAFe 6.0 certified Scrum master and a Mid-level Customer Success Manager, Work with the stakeholders for critical cases during project implementation or upgrade. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Customer Service Manager
Basware India Pvt. Ltd
09.2016 - 02.2023
- Play a key role in driving Customer Success, optimization and upsell of new business opportunities for US customers
- Establishes trust and inspires loyalty in relationships with enterprise contacts, from C-level to A-level, to drive revenue growth of key enterprise accounts
- Key advocate for our Customers on behalf of Basware with a focus on increasing adoption, ensuring retention and satisfaction
- Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunities
- Builds and maintains outstanding relationships with internal and external customers
- Most recent success include renewal of key account with total contract value of $200,000 -$300,000 and sale of three new success management subscription at $100,000
- Interact with Director/ Manager Level stakeholders and Engineers to drive value realization from Deliver technical product presentations either via web to reinforce the value of Basware values, to help them better understand and utilize the full features and capabilities of the services they have purchased
- Demonstrate the fundamental understanding of SAAS P2P product and articulate advantages of our solution against competitors
- Consistently meet and exceed Weekly and Monthly call goals for providing touch points for existing customers for their KPI improvements to help them achieve customer goals
- Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross functional scrum teams to deliver value to the customer needs.
Backbone Tier 3 Engineer
Innovatia India, Avaya
07.2015 - 08.2016
- As a Backbone support engineer (Tier 3) for Avaya on Communication Manager and IP Office product line
- Integral part of the Global Support Services (GSS) supporting business units worldwide
- Day to day interaction with Fortune 500 customers around the Globe which gives exposure to the Global customers
- Working in various telecom products like Cisco PGW2200, PSTN gateways, SPA 8800 analog gateways etc
- Good working knowledge of VoIP protocols like SIP, and Signaling protocols like SS7, ISUP, HTTP, SMTP, FTP, DNS
- Working in Manual Lab set-up and networking, which includes set-up of different test beds, Cisco Routers, Cisco Switches, IP Phones etc
- Responsible for providing technical support, both remotely and on call, for field technicians as well as end users on Avaya Products i.e
- Communication Manager (5.x, 6.x) and Gateways (G350,G450 ,G650,G700)
- Identifying and verifying issue reported in the ticket and Providing technical resolutions to Avaya`s enterprise customers remotely for Avaya Communication Manager
- Analyzing Network issues and Audio issues using Wireshark, MST, tcpdump and giving RCA to the customers.
Technical Support Engineer
VeriKraft
Mohali
06.2014 - 06.2015
- Providing network support to Dedicated VoIP enterprise customers of AvayaLive Connect service
- Using Putty, Cygwin Linux terminals and WireShark Packet analyzing tool for network management and detecting errors
- To provide a professional Level-1/Level-2 technical support for the customers and third party vendors
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
- Editing Shell/Bash Scripts according to requirement using Vi editor
- Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Giving training to the customers on how they can make the changes as required.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Client Technical Support Associate
Dell International Services Pvt. Ltd
01.2013 - 05.2014
- Troubleshooting for software related issues and all Dell branded hardware (Desktop, Laptops and printers)
- Communicate with the dell clients on technical issues and providing them with a timely resolution
- Ensuring high customer satisfaction levels according to Dell standards resulting in a better NPS score
- Contributed towards revenue generation by suggesting Dell clients with new solutions post resolution
- Helping the new hires in team to learn the process and resolving complex issues
- Providing remote access support to Dell clients using Dell tools when resolving complex issues
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Responds to customer’s complex technical problems/issues related to hardware, software and networking via phone and email.
Technical Support Associate
IBM Global Process Services
08.2011 - 12.2012
- Providing network support to Dedicated VoIP enterprise customers of IP Telephony
- To provide a professional Level-1/Level-2 technical support for the customers
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
- Testing of Bugs fixed in the user application by the development team
- Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs.
IT Support Engineer
Visa Guru Pvt. Ltd
03.2009 - 05.2011
- To provide assistance and technical support on a daily basis on the IT helpdesk
- Answering calls to the end-users, logging them within the helpdesk ticket tracking system and ensuring that requests for assistance are responded to in a timely manner
- Maintaining various reports as defined in IT Help Desk procedures
- Adding users and take care of the authentications needed
- Troubleshooting the Network outages and do analysis using different network tools like Ping, Traceroute
Education
MBA - Information Technology
Lovely Professional University
Jalandhar 01.2020 - 01.2022
B.Tech - Information Technology
Punjab Technical University
Kapurthala 08.2005 - 07.2008
Computer Science
Punjab Technical Board
Chandigarh 07.2002 - 05.2005
10th -
ICSE
Firozpur 01.2001 - 03.2002
Skills
Excellent time management skills
SAP and ERP system knowledge
Technical Support
Account management
Strategic communications
Staff mentoring & leadership
Client service optimization
Business Development
Training and mentoring
Revenue growth
Key accounts development
Inter-department collaboration
Sales and marketing
Accomplishments
- 2002 55.6%, Major Project: Secure Data Communication using Encryption Decryption
- 6 months Industrial training: Bharat Sanchar Nigam
- Extra-Curricular Activities:
- Did Anchoring & bhangra in Youth Fest held in college in the year 2009
- Executive Member of Activity Club of college
- Secured third position in G.K
- Quiz in college
- Regular Blood Donor
- Fun SPOC in Office Team
Certification
Certified SAFe 6 Scrum Master ID:- 70173925-9903
Timeline
Certified SAFe 6 Scrum Master ID:- 70173925-9903
03-2023
MBA - Information Technology
Lovely Professional University
01.2020 - 01.2022
ITIL V3 certified
06-2019
Customer Service Manager
Basware India Pvt. Ltd
09.2016 - 02.2023
Backbone Tier 3 Engineer
Innovatia India, Avaya
07.2015 - 08.2016
Technical Support Engineer
VeriKraft
06.2014 - 06.2015
Microsoft Certified IT Professional (MCITP) ID 11436310
03-2013
Client Technical Support Associate
Dell International Services Pvt. Ltd
01.2013 - 05.2014
Technical Support Associate
IBM Global Process Services
08.2011 - 12.2012
IT Support Engineer
Visa Guru Pvt. Ltd
03.2009 - 05.2011
B.Tech - Information Technology
Punjab Technical University
08.2005 - 07.2008
Computer Science
Punjab Technical Board
07.2002 - 05.2005
10th -
ICSE
01.2001 - 03.2002