Summary
Overview
Work History
Education
Skills
Timeline
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SHIVAM JOSHI

SHIVAM JOSHI

Client Success Manager
Pune

Summary

Dynamic and client-focused professional with over 5 years of experience in client servicing, team leadership, and operations management, primarily in fast-paced service environments. Adept at building and managing key accounts, leading cross-functional teams, and delivering measurable improvements in customer satisfaction and program outcomes. Proven success in business development, stakeholder communication, and CRM-driven operations. Strong business acumen and a strategic mindset with a passion for education and impact-driven work.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Team Leader – Customer Experience & Client Servicing

Wipro Technologies
04.2023 - 04.2025
  • Managed end-to-end client relationships, ensuring service excellence and satisfaction across a portfolio of high-volume accounts.
  • Led a 30-member team, driving improvements in engagement metrics, training outcomes, and SLA compliance.
  • Conducted performance reviews, developed coaching plans, and created a culture of accountability and ownership.
  • Collaborated cross-functionally with internal stakeholders to ensure seamless service delivery.
  • Contributed to client growth through upsell opportunities and strategic account management.
  • Key Achievement: Improved client retention rates by 20% and exceeded SLA goals for 4 consecutive quarters.

Team Leader – Customer Operations and Business Coordination

Tech Mahindra
06.2020 - 12.2022
  • Acted as the primary liaison for clients and internal teams, translating client needs into actionable strategies.
  • Oversaw onboarding processes, coordinated with content delivery teams, and tracked KPIs to ensure project milestones were met.
  • Drove process optimization initiatives including CRM usage improvement, reporting templates, and issue escalation paths.
  • Worked with the marketing team to align service offerings with lead-generation campaigns.
  • Key Achievement: Increased operational efficiency by 30% through revamped reporting systems and service workflows.

Team Associate – Customer Support Operations

Tech Mahindra
06.2019 - 06.2020
  • Supported customer inquiries, logged interactions in CRM, and maintained accurate service records.
  • Assisted in training new joiners and developed process documentation for internal training programs.
  • Built strong rapport with clients leading to multiple positive escalations and feedback.

Education

Master of Engineering - Machine Learning & Design

RGPV University
Bhopal, India
04.2001 -

Bachelor of Engineering - Mechanical Engineering

RGPV University
Bhopal, India
04.2001 -

Skills

  • Client Relationship Management
  • Account Growth & Upselling
  • Team Leadership & People Development
  • Strategic Planning & Execution
  • CRM Tools: Zoho CRM, Salesforce, HubSpot
  • Reporting & KPIs: SLA, TAT, Client Satisfaction Scores, Feedback Loops
  • Marketing Collaboration: Digital Campaign Coordination, Email and Social Media Strategy
  • Content & Media Coordination: Graphic and Video Project Oversight
  • Communication & Presentation Skills
  • MS Office Suite (Excel, PowerPoint, Word)
  • Virtual Platforms: Google Meet, Zoom, Microsoft Teams

Timeline

Team Leader – Customer Experience & Client Servicing

Wipro Technologies
04.2023 - 04.2025

Team Leader – Customer Operations and Business Coordination

Tech Mahindra
06.2020 - 12.2022

Team Associate – Customer Support Operations

Tech Mahindra
06.2019 - 06.2020

Master of Engineering - Machine Learning & Design

RGPV University
04.2001 -

Bachelor of Engineering - Mechanical Engineering

RGPV University
04.2001 -

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SHIVAM JOSHIClient Success Manager