Hi, I’m
Shivprakash Naik
Manager Customer Success
North Goa
Summary
Experienced IT professional with 11+ years of expertise in customer success, consulting services delivery, and proactive management of B2B and B2C customers. Skilled in leading cross-functional teams, optimizing processes and tools, and driving results for SaaS-based, retail, and banking industries. Committed to enhancing efficiency, maximizing ROI, and aligning with organizational objectives. Achieved 97% client retention and 30% growth in accounts by customizing solutions to meet unique customer needs and strategizing for business expansion goals.
Overview
2025
years of professional experience
4
years of post-secondary education
6
Certificates
3
Languages
Work History
Tangentia IncRemote
Manager Customer Success
1 2022 - Current
Job overview
- Managed small. mid sized and enterprise level accounts for North America (Canada, US & Mexico) India and other geographical regions, post sales customer lifecycle for EDI, Integration and process automation solution tp across industries such as retail, pharmaceuticals, CPG etc. for connecting Suppliers, Warehouses/Distributors, Shipping/ Logistics. Retailers, Marketplaces etc. by building and maintaining excellent relationship through effective, clear communication, following up on commitments, customizing the conversation to reflect the resolution of their needs and highlighting the value achieved in ROI and revenue generated using our products and services offered achieving a retention rate of 95% and account growth of 30%.
- Presales for solution consultation : Walkthrough of the solutions and implementation methods, active listening for understanding client needs, using analytical, consulting, cross functional collaboration, articulation skills to align their needs to our service capabilities, confirm understanding and help customize the solution according to their requirements which improved the conversion rate for sales wins.
- Onboarding: Supporting & guiding the cross functions teams with project implementation, through effective stakeholders engagement, addressing concerns through regular reviews of progress and resolving of roadblocks. Product adoption by proactively sharing commonly used features and functionalities for different tasks, best practices, tips and education on how to effectively use our product optimally increased the customer confidence and minimized support issues.
- Escalations management - Empathized with the clients, employed analytical, problem solving, project management & leadership skills to ensure resolution of issues within SLAs leading to outstanding customer satisfaction and repeat business.
- Project Management/ Implementation Support: Overseeing of ongoing projects, used analytical, project management, stakeholder engagement skills for understanding requirements, coordinating with cross functions teams for estimation and providing support and guidance to ensure timely delivery of services and assisted with providing updates, testing and validation of deliverables to match client needs resulting in exceptional service and increased usage.
- Business reviews - By creating strategic solution roadmap and adapting to the changing needs of the customers, accommodating the new requirements and customization of the solutions with added features & functionalities which helped customer derive more value and success.
- Renewal/ Retention - Highlighting the value provided, exceptional customer service provided, resolving of any outstanding issues, along with showing the key metrics and ROI achieved, used analytical and tools - CRM, ticketing platform, customer profiles drive for collecting insights on their usage patterns and trends and making proactive data driven decisions.
- Account expansion/ Cross sell - Strategic approach by highlighting the benefits and value generated through using of added features and functionalities such as integrations, custom reports etc. intended towards solving their business pain points for enhanced efficiency and ROI led to quick wins and enhanced customer satisfaction.
- Advocacy - Gather customer feedback through surveys, user testimonials and ensure strategic product improvements are made through management approval which built customer confidence and trust
- Referral - Providing best experiences and generating customer testimonials and references looking for the services.
[24]7.aiBangalore
Subject Matter Expert
01.2018 - 12.2021
Job overview
- Worked as a escalations manager for customer service for US based ecommerce retailor through Salesforce taking escalation calls/inquires, emails from North American customers/ partners/service providers/ suppliers etc. and ensured accurate and complete resolution by empathizing with the client, analysis of the issues and using problem solving skills based on internal and external processes for different phases of order lifecycle from order placing, order fulfillment, shipment, logistics, distribution and delivery and assisted with business process improvements and increased client satisfaction.
- Cross functional coordination of tasks to vendors, partners, marketplaces to resolve issues and provide regular updates to the client and consistently maintaining low AHT and high NPS score above 90%
- Mentored, coached, and effectively trained customer service associates to ensure achievement of targets and drove performance excellence
- Consistently achieved KPI's and quality parameters among team and suggested changes in existing processes
- Determined and experienced in customer rapport, demonstrating sound judgment, probing for customer problems and customizing solution to reflect client specific needs
- Supported customer service associates in continuous delivery of 'quality' products & services, enhancing usage and cross selling new features.
HDFC Bank LtdMapusa
Assistant Manager
08.2014 - 10.2017
Job overview
- Performed regular retail branch operational activities, processing of account opening & closure forms, large account transactions , vault & inventory reconciliation, address discrepancies and forecast future needs.
- Interacted with customers via phone, email and in person to address issues, services requests and coordinated with cross functions for successful resolution.
- Recorded and maintained CRM tool with detailed notes to review on future calls to cement relationships with key clients and maintain revenue streams
- Marketed & cross sold bank products and third party financial services, excelled in exceeding daily credit card application goals by 10%
- Cross trained and provided back up to other Branch Managers when needed
- Effective and efficient process implementation, compliance to policies and regulations thereby achieved excellent audit ratings
- Remarkable experience in financial services industry
Education
Goa UniversityPanaji, Goa
Bachelor of Engineering from Information Technology
09.2008 - 08.2012
Skills
Project Management & Effective Coordination
Accomplishments
- Well recognized by the executive management & CEO for performance and contribution to the business improvement of operations, processes and consistently maintaining high KPI’s and saving of operational costs and revenue expansion.
- Achieved recognition for outstanding client management and consistent delivery of projects, services through effectively managing cross functions.
- Awarded employee of the year twice in the banking & retail customer services & sales processes at 247.ai
- Earned 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
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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
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
Manager Customer Success
Tangentia Inc
1 2022 - Current
Languages
English
Hindi
Konkani
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