Sasikumar Ganesan
Customer Success Manager
Chennai,TN
Summary
Customer success manager with extensive experience at Securin, specializing in client onboarding and cybersecurity solutions. Proven ability in cross-selling and proactive problem-solving, resulting in consistently high net promoter scores. Proficient in CRM tools and fostering collaboration across teams to enhance customer satisfaction and drive retention.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Securin
Chennai
12.2021 - Current
- Engaged clients to identify cybersecurity needs and delivered tailored solutions to enhance security posture.
- Ensuring smooth onboarding and providing detailed product demonstrations.
- Collaborated with internal teams to resolve customer concerns and optimize product usage, improving overall satisfaction.
- Proactively identifying opportunities for upselling and cross-selling.
- Managed escalations to ensure prompt resolution of customer issues, maintaining strong client relationships.
- Consistently achieving high Net Promoter Scores (NPS), enhancing customer satisfaction and loyalty.
Client Account Manager
FULL Creative
Chennai
04.2017 - 12.2021
- Led customer retention efforts by resolving issues, addressing concerns, and identifying upsell opportunities.
- Integrated company solutions with customer CRMs and business systems to enhance operational efficiency and client engagement.
- Managed client onboarding, product demonstrations, and account setup to ensure seamless client transitions and satisfaction.
- Provided post-setup technical support and addressed billing, service upgrades, and workflow changes.
- Conducted training and mentoring sessions for junior team members, fostering skill development and team collaboration.
Senior Consultant
Sutherland Global Services
Chennai
03.2013 - 03.2017
- Consistently exceeded sales targets by upselling security solutions.
- Onboarded corporate clients and managed accounts to ensure satisfaction and retention.
- Handled escalations, ensuring prompt resolution of technical issues to minimize downtime.
Team Lead
Softlogic Systems
Chennai
09.2009 - 02.2013
- Led team of 15, enhancing performance and service quality.
- Created data-driven strategies to enhance customer service efficiency.
- Facilitated communication between clients and internal teams.
Education
Bachelor - Computer Science
Periyar University
05.2020
High School -
Sarasawathi Matric Higher Secondary School
06.2005
High School -
Bharathi Matriculation School
06.2003
Skills
- Customer success
- Client onboarding
- Lifecycle management
- Customer journey mapping
- Contract management
- Product demonstrations
- CRM tools
- Risk management
- Problem solving
- Time management
- Collaborative teamwork
- Upselling & Cross Selling strategies
Personal Information
- Date of Birth: 06/28/88
- Nationality: Indian
Languages
- Tamil
- English, Fluent
- Tamil, Native Speaker
Certification
Certified Scrum Master
Timeline
Customer Success Manager
Securin
12.2021 - Current
Client Account Manager
FULL Creative
04.2017 - 12.2021
Senior Consultant
Sutherland Global Services
03.2013 - 03.2017
Team Lead
Softlogic Systems
09.2009 - 02.2013
Bachelor - Computer Science
Periyar University
High School -
Sarasawathi Matric Higher Secondary School
High School -
Bharathi Matriculation School