Hi, I’m
Shivprakash Naik
Customer Success Manager
North Goa,Goa
Summary
Experienced IT professional with 11+ years of expertise in customer success, consulting, services delivery, and proactive management of diverse B2B and B2C segments. Led multicultural cross functional teams, optimized processes, created CS playbooks and drove results through clear mapping of customer needs. Committed towards client success by ensuring optimal product adoption, lifetime value realization, achieving their key goals, enhancing efficiency and maximizing ROI. Attained 97% client retention and 30% growth in accounts by customizing solution to meet unique customer needs and strategized for business expansion goals.
Overview
11
years of professional experience
4
years of post-secondary education
6
Certificates
3
Languages
Work History
Tangentia IncPanaji, Goa
Customer Success Manager
01.2022 - 02.2025
Job overview
- Knowledgeable and performance-driven Success Manager, having
managed 90+ accounts, primarily across the US, Canada, India, and other geographical regions, maintained lasting client relationships through effective communication and consistent engagement, exceeding their expectations by proactively solving their concerns. Led smooth onboarding, and go-live that reduced time to value and boosted the client's confidence. Employed best practices, enhanced processes, assisted in seamless product adoption and usage, and ensured continuous value realization by
customizing the solution capabilities with their goals. - Managed escalated issues with empathy, mentored and facilitated crossfunctional teams with challenging and difficult client interactions, implementing improved customer care procedures, revised templates through prioritizing the issues, ensuring resolution within SLAs while maintaining open communication with stakeholders which increased satisfaction levels and retention rate
- Effectively collaborated with cross-function teams and offshore partners articulated customer requirements, conducted gap analysis, managed expectations, obtained estimates and drove operational excellence in rendering quicker delivery of projects by proactively addressing roadblocks and keeping the stakeholders informed which enhanced customer experiences and strengthened team efforts.
- Exceeded expectations in timely delivery of services, client renewals, SOW/ change requests by actively listening to concerns of the stakeholders also proactively analyzing, finding solutions, delivering support & managed services, achieving customer satisfaction rate of 96%.
- Monitored customer success metrics & KPIs, developed actionable insights through integrated CRM dashboard used to capture account activities that enabled proactive and structured communications via health checks, business reviews (QBR, EBR) which improved product adoption, performance, minimized churn and led account growth
[24]7.aiBangalore, Karnataka
Subject Matter Expert
01.2018 - 12.2021
Job overview
- Supervised multicultural customer service associates, contributing to their professional growth and development.
- Improved customer satisfaction by providing expert process guidance on critical issues and used strategic initiatives based on their individual performance
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement which boosted their productivity
- Managed escalations for North American customers/partners/service providers/suppliers and gained remarkable customer service & sales experience with leading bank in Canada & retail ecommerce clients exceeding predefined KPI's.
- Effective coordination with cross functional teams for successful processing of service requests and consistently maintaining low AHT and high NPS score above 90%.
- Used analytical & problem-solving ski ls to probe issues and customized solutions reflecting client-specific needs, increasing customer satisfaction
HDFC Bank LtdPanaji, Goa
Assistant Manager
08.2014 - 10.2017
Job overview
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally through probing and providing customized solutions
- Developed strong working relationships with staff and cross functional teams driving service delivery within SLA while fostering a positive work environment.
- Performed retail branch operational activities, processing of account opening forms, monitoring large account transactions, health checks, vault and inventory reconciliation, address discrepancies and forecast future needs efficiently with keen attention to detail.
- Engaged with customers via all communication channels phone, email and in person to resolve issues, services requests and ensured account growth by thoroughly understanding their requirements.
- Effective and efficient process implementation, compliance by staying updated with the latest policies and revisions leading to excellent audit ratings.
- Executed cross-selling strategies for bank products, contributing to the overall growth in service adoption
Education
Goa UniversityPanaji, Goa
Bachelor of Engineering from Information Technology
09.2008 - 08.2012
Skills
Project Management, Strategic Decision Making, Process Optimization, Consulting, Customer Service, Account management, Customer onboarding, Cross functional coordination, Escalation management, Stakeholder management, Solution customization, Revenue growth, Customer retention, Strong logical thinking, Advanced Analytical reasoning, Leadership, People management, Problem solving, Multitasking, Focused, Self Motivated, Organized, Critical thinking, Technical interpretation to common language, Effective Communicator, Negotiator, Resilient, Executive level presentations, Professionalism, Customer relationship building Interpersonal, Empathetic listener, Proactive, Adaptability, Continuous Improvement, Operational Efficiency, Self motivation, Task prioritization, Time management, EDI, API Integration, Cloud Based Software, SaaS products, Services, Process automation, Microsoft Suite and Google Suite, Languages C, Java, SQL, Software Testing, Manual Testing, Selenium, Project Management tools - Click Up , Trelo, Jira etc CRM: HubSpot, Salesforce, HelpSpot, Slack
undefinedAccomplishments
- Earned recognition from CEO and executive management for outstanding performance in achieving 97% client retention, 30% account growth and for enhancing business processes & operations while consistently maintaining high KPI's at Tangentia Inc
- Ensured excellent service delivery within SLAs through weekly open collaborations with cross functional teams and relevant stakeholders that immensely improved productivity.
- Achieved recognition for excellent customer service and consistent delivery of projects, services by effectively managing relevant stakeholders.
- Awarded employee of the year twice in the banking, retail and supply chain customer services & sales processes at 247.ai
- Recognized with top performer awards several times for exceptional service & sales results in HDFC Bank Ltd and in 247.ai
Certification
KreativStorm Project Management Hands-on Training
Availability
See my work availability
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friday
saturday
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Timeline
KreativStorm Project Management Hands-on Training
08-2023
Tangentia Agile Certification
09-2022
Automation Anywhere Business Analyst Certification
01-2022
Automation Anywhere Enterprise Cloud Specialization for Partners
01-2022
Customer Success Manager
Tangentia Inc
01.2022 - 02.2025
Java and Software Testing (Manual & Selenium Automation) ABC for Technology Training Institute, Bangalore
09-2019
Subject Matter Expert
[24]7.ai
01.2018 - 12.2021
Assistant Manager
HDFC Bank Ltd
08.2014 - 10.2017
Goa University
Bachelor of Engineering from Information Technology
09.2008 - 08.2012
Languages
English
Hindi
Konkani