Sobu T Babu
Bangalore
Summary
Dynamic Customer Success Manager with a proven track record at Forcepoint by excelling in customer advocacy, proactive engagement and account management. Expert in escalation & crisis management by collaborating with cross-functional teams. Proficient in Salesforce and Gainsight, I leverage analytical skills to drive customer satisfaction and growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Success Manager |
Forcepoint
Bangalore
04.2021 - 05.2025
- Understanding customer goals for utilizing Forcepoint cybersecurity solutions and helping customers realize value through their Forcepoint investment.
- Schedule regular cadence meetings with customers, to review progress towards reaching their goals, manage escalated issues; which in turn helps to learn additional goals we might be able to help them achieve.
- Collaborates with internal teams including Sales, Account, Technical Support, Escalation Management, Professional Services, Product Management and Engineering.
- Develop a holistic view of each customer and proactively identifies areas where expansion opportunities exist & product value can be maximized.
- Extensively utilizes Microsoft OneNote and Gainsight to document all the details of CSM actions and Account related information.
Proactive Account Manager |
Hewlett Packard Enterprise
Bangalore
06.2018 - 11.2019
- Proactively manage the accounts identified as Critical from HPE revenue standpoint.
- Act as a customer advocate who is responsible to bring together all elements needed to improve customer success by collaborating HPE internal teams.
- Identify growth / upselling opportunities in the client environment and engage Sales team to add more sales.
- Design a Relapse Prevention Plan for Account team to keep the account healthy in future.
Technical Outage Manager |
Hewlett Packard Enterprise
Bangalore
03.2016 - 05.2018
- Manage 3PAR storage outages with utmost urgency to ensure faster resolution, thereby minimize the outage duration.
- Act as a single point of Escalation contact of the incident by aligning technical resources and lead customer communication.
- Skilled in comprehending technical content to Exec summary.
- Coordinate with Tech team for RCA & provide Service Incident Report to customer / stakeholders and schedule meeting along with Tech team to explain about the RCA & help in implementing the recommendations.
Escalation Specialist |
Hewlett Packard Enterprise
Bangalore
01.2013 - 02.2016
- Deliver high-quality escalation support to customers by owning it swiftly by collaborating with cross functional teams and deliver timely progress updates to customers/stakeholders.
- Effectively document the escalation review in the database and maintain it for future reference.
- Take preventive actions by review the product issues, providing feedback to engineers/teams etc. to avoid escalations in future.
- Worked as SPOC for a Frontline team (L1), responsible for bringing down the escalations.
- Conduct weekly review with managers/mentors to deep dive and take learnings for improvement.
- Brought down the number of complaints from approximately 32 cases to 4 cases in 6 months.
Escalation Engineer & Technical Support Engineer |
Hewlett Packard Enterprise
Bangalore
04.2008 - 12.2012
- Provide remote technical support to enterprise customers for their Linux/VMware servers through phone and email.
- Coordinate with Hardware & Storage team to diagnose the root cause and provide information on latest product features.
- Escalate complex technical issues to higher level for ensuring issue resolution asap.
- I was part of the Service Improvement Program team for minimizing case elevation.
- Escalation Engineer for a critical customer (DBS Bank, Singapore) by acting as single point of contact for all their VMware cases.
- Handle all critical customer issues promptly by coordinating with Account Support Manager (ASM), Escalation Manager, Region Operations Manager and sent daily reports.
- Controlled & brought down the number of escalations to minimal in 5 months & maintained it.
Datacenter Administrator |
Intel Technologies India
Bangalore
09.2006 - 04.2008
- Worked on daily auto-generated server health report and identify / resolve hardware issues by coordinating with hardware vendors (HP/IBM) & with server owners for any OS related issues.
- Attend status update meeting with Intel management to improve productivity.
- Was part of a complete datacenter downtime activity.
- Managed 3000+ servers with Red Hat and SUSE OS using Ganglia and Nagios monitoring tools.
- Installation, Maintenance, and Troubleshooting of Linux Enterprise servers.
Education
B.Tech - Computer Science And Engineering
M S University
Tamilnadu01.2004
Vocation Higher Secondary -
Technical High School
Kerala01.2000
SSLC - Secondary Level School Certificate
MTHSS
Kerala01.1998
Skills
- Customer Success
- Customer Advocacy
- Account Management
- Escalation Management
- Salesforce
- Gainsight
- Microsoft 365
- Crisis management
- Service Delivery
- Interpersonal
- Analytical
- Problem solving
Certification
- Certified Customer Success Manager (CCSM) Level1
- ITIL Foundation course – ITIL V3 (2011)
- MS-900: Introduction to Microsoft 365: Describe Microsoft 365 apps and services
- AZ-900: Microsoft Certified Azure Fundamentals
- Red Hat Certified Engineer (RHCE) – Red Hat Enterprise Linux version 3 (RHEL)
Awards
- Received Best Performer award in Q2 FY’19, Q1 FY’19, Q4 FY’18, Q2 FY’18, Q1 FY’15, Q3 FY’14, Q2 FY’14, Nov 2008, Dec 2009.
- Received Good Work Done award for customer management (DBS Bank, Singapore) in 05/01/12.
- Received Best Shift Lead award for the month of 07/01/09.
- Received Performer Excellence award for timely support during data center downtime in 12/01/07.
Languages
- English
- Malayalam
- Tamil
- Hindi
- Kannada
Personal Information
Date of Birth: 06/21/82
Timeline
Customer Success Manager |
Forcepoint
04.2021 - 05.2025
Proactive Account Manager |
Hewlett Packard Enterprise
06.2018 - 11.2019
Technical Outage Manager |
Hewlett Packard Enterprise
03.2016 - 05.2018
Escalation Specialist |
Hewlett Packard Enterprise
01.2013 - 02.2016
Escalation Engineer & Technical Support Engineer |
Hewlett Packard Enterprise
04.2008 - 12.2012
Datacenter Administrator |
Intel Technologies India
09.2006 - 04.2008
B.Tech - Computer Science And Engineering
M S University
Vocation Higher Secondary -
Technical High School
SSLC - Secondary Level School Certificate
MTHSS
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