SNEHA MIRIAM JOHN

Account Manager for the North America Central and Canada region. Responsible for the end-to-end success of Mid market accounts, by ensuring complete customer success, adoption, retention, revenue growth, and upsells.

• Excelled in dynamic account management, fostering communication with customers and cross-functional teams, while covering a spectrum of responsibilities from customer advocacy to continual improvement and success.
• Managed a global book of business with over 200 accounts yearly. Managed and grew revenues ranging up to $7M annually.
• Align solutions with customer needs and work towards increased revenue and value delivery through quarterly and bi-annual account reviews and complete renewal lifecycle management.
• Ensured 90% retention across regions. Worked on a Churn Reduction project and reduced monthly churn to 4% for uncommitted accounts. Recognized as a Competitor Sales Champ globally.
• Close collaboration with Technical Account Managers, Product Managers, Partner Teams, Engineering, and Support to facilitate observability goals, smooth onboarding, enablement, and adoption.
• Overall, I have been recognized as an integral part of the team and applauded as an asset to New Relic.

• I served as Customer Experience Manager (Total Customer Operator) for the North America server teams.
• This promotion was a recognition of my excellent customer handling skills and technical performance.
• I bridged the customer with our engineers and ensured excellent customer rapport and satisfaction.
• I oversaw case closure, complex issue resolution, escalations, reporting, and mentoring.
• Excellent customer handling and strong technical performance.
• I bridged communication between engineers and clients, ensuring smooth issue resolution and effective de-escalation.

• ProLiant Breakfix Server support for HPE Blade, ProLiant, and Apollo servers for North America and Canada, demonstrating proficiency in troubleshooting and server management.
• Utilized various server management tools for live on-premise and remote server environments, showcasing technical prowess in hardware and software domains.
• Executed installation and set-up of Linux, Windows, and VMware operating systems, gaining valuable experience in server hardware management, administration, and enterprise architecture.
• Conducted advanced log analysis, including Active Health System logs and Integrated Management Logs, to identify and resolve complex server hardware issues.
• Collaborated with site engineers for complex on-field issue resolution.
• Successfully managed firmware and driver upgrades on live and standby environments, addressing bug fixes and adhering to standard change requests while ensuring a customer-centric approach.

• One among 60 selected nationwide for HPE's inaugural Campus Internship Program, I effectively balanced an active internship and academic responsibilities during my 8th semester
• Gained foundational expertise in Storage, Servers, and Networking through hands-on projects in enterprise environments
• Played a pivotal role in a 15-member team, successfully executing a live Datacenter Migration project, configuring hardware and software, managing cabling, and overseeing installation and maintenance of Storage, Servers, and Networking in a 10-Rack Lab
• Contributed to a Defect Case Analysis Project as part of the Diagnostic Accuracy Program for Data Collection

• Completed a one-week intensive internship training at Netmagic IT Services Pvt Ltd and NTT Company. Visited the DC 2 and DC 4 and had a hands-on exposure of the industry.
• Submitted a project report 'Role of Telecommunication in Data Centers' under the guidance of Mr. Sanjay Liman, Associate Vice President, Strategy, Operations.