Shireen Rizvi
Customer Success Manager
Delhi
Summary
Proactive and meticulous Customer Success Manager with over 2.4 years of experience in the SAAS industry. Proficiencies in inventory control, sales, staff training, and development. Customer-oriented team player with expertise in generating optimal satisfaction levels while building profits and client generation.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
SMS Magic
Pune
03.2021 - Current
- End-to-end sales - right from qualifying the lead to closing the deal by ensuring the highest level of customer service during the process
- Achieving the target in terms of $ value & number of accounts closed. Achieved 200%+ Targets in every quarter.
- Lead customer experience activities and teams delivering for the customer, act as a point of contact for all post-sales delivery and manage cases through escalations.
- Utilize CRM platforms, including Salesforce, Tableau, ops portal, and Zoho books, to service 600+ clients daily. Identifying areas for customer growth: additional use cases for SMS Magic and new business units with revenue potential for success stories.
- Leverage deep functional expertise to increase the customer’s usage of the existing workload.
- Identify opportunities for continuous improvement - within accounts, across the CS team, and SMS Magic.
- Played an instrumental role in client satisfaction by working with operational and Support teams to resolve service issues properly.
- Understanding the requirements and suggesting the right solutions for the prospects.
- Conduct cold calls and follow up with the prospects.
- Providing high-level product demonstration, discussing, negotiating & closing the deal.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Building pipelines and making sure that the deal gets closed by following up regularly
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Worked closely with customer and internal teams to resolve issues promptly and minimize customer churn
- Updating CRM, managing & prioritizing prospects pipeline - in line with monthly/quarterly/yearly goals
Customer Relationship Officer
Calvin Klein Jeans
06.2018 - 08.2018
- Responsible for calling 100+ customers and informing them about sales and promotions in a friendly and engaging manner
- Promptly respond to customer enquiries in person or via phone or email and resolve complaints
- Greeted and welcomed clients with a warm, friendly and positive attitude
- Recommended and helped customers select merchandise based on their needs
- Facilitated monthly and quarterly physical inventory counts
- Received a number of “exceeds expectations” ratings on performance reviews
- Met monthly sales goals for two months straight
- Exceeded sales goals by 42%, Total sales during the period: INR 1,400,000
Education
Post Graduate Diploma - Management
Institute of Technology And Science
Ghaziabad 04.2019 - 04.2021
BBA - Business Administration
Vidya Knowledge Park
Meerut, UP 04.2016 - 03.2019
Skills
Microsoft Office (Excel, PowerPoint) Tableau Salesforce OPS portalRubicon-Employability Skills Google-Digital Marketing, HubSpot Social Media MarketingTCS Ion
Customer Relations
Revenue growth
Sales proficiency
Account updates
Inter-department collaboration
Pipeline development
Timeline
Customer Success Manager
SMS Magic
03.2021 - Current
Post Graduate Diploma - Management
Institute of Technology And Science
04.2019 - 04.2021
Customer Relationship Officer
Calvin Klein Jeans
06.2018 - 08.2018
BBA - Business Administration
Vidya Knowledge Park
04.2016 - 03.2019