Shaheer Kidwai
Bengaluru
Summary
Customer Success Manager with 10+ years of experience leading cross-functional teams, driving customer satisfaction, and implementing innovative support solutions including AI-driven systems. Proven track record in enhancing live class experiences, operational efficiency, and learner outcomes in EdTech.
Overview
10
10
years of professional experience
Work History
Manager - Customer Success
Edureka
08.2023 - Current
- Led a diverse team of 20+ Technical and Non-Technical Consultants, ensuring the timely delivery of projects while upholding quality standards.
- Enhanced system efficiency by collaborating with end-users, identifying areas for improvement, and implementing innovative solutions.
- Spearheaded customer success initiatives aimed at elevating the live class experience, support services, and course content quality.
- Elevated Customer Satisfaction Score from
- 85% to 94% through strategic initiatives and process enhancements.
- Implemented AI-driven learner support system, resulting in significant improvement in response and resolution times.
Manager - Technical Consultant
Edureka
08.2019 - 07.2023
- Managing the team of 20 and more members of Technical and Non-Technical Consultants to ensure deliverables are met within TAT and as per offered quality.
- Improving system efficiency by consulting with end-users and providing innovative solutions. Conducting customer success initiatives which include improving the live class experience, support and course content.
- Reviewing blogs written by SMEs before publishing on Edureka website. Worked with the content team on improving the quality of the courses.
- Improved Customer Satisfaction Score from 85% to 92%.
- Implementing the latest technological advancements and solutions, new initiatives in order to improve the NPS of the organization.
Lead - Technical Consultant
Edureka
05.2017 - 07.2019
- Built a 15 member strong team that consists of SMEs of various technologies.
- Guided the team in resolving the level 2 technical queries of different technologies raised by the learners.
- Wrote AWS, Hadoop and Selenium Blogs.
- Reviewed new courses based on the new technologies before launch.
Technical Consultant
Edureka
03.2015 - 04.2017
- Worked on Selenium, AWS and Hadoop Queries raised by the learners with a CSAT of 95%.
- Built projects which were further utilized in the instructor led online courses.
- Achieved multiple social reviews for Edureka on Google, Trustpilot and MouthShut.
Education
B. Tech - Electrical Engineering
Jaipur National University
Jaipur05.2014
Skills
- Team Management
- Product Improvement
- Leadership
- Customer Service
- Problem Solving
- Cross-functional Team Player
- Operations Management
- Technology & Innovation
- Analytical & Strategic Skills
Timeline
Manager - Customer Success
Edureka
08.2023 - Current
Manager - Technical Consultant
Edureka
08.2019 - 07.2023
Lead - Technical Consultant
Edureka
05.2017 - 07.2019
Technical Consultant
Edureka
03.2015 - 04.2017
B. Tech - Electrical Engineering
Jaipur National University
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