MS Word, MS Power Point, MS Excel
Sumant Verma
Customer Success Manager
New Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced in bringing 14 years of quality performance in customer support supervisory roles. Skilled at developing and maintaining client relationships and highly committed to working with a team to achieve quality outputs. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
Work History
Manager - Customer Success
GoHighLevel
07.2024 - Current
- Managing a team of 16 motivated individuals
- Motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Created numerous SOP's and process improvement ideas.
- Maximized performance by monitoring daily activities and mentoring team members.
- Effectively planned and executed a successful CRM Migration - Freshdesk
- Helped in formulating new Onboarding process
- Effectively planned and executed in staffing thus enhancing coverage throughout.
- Created several CSM playbooks to maximize Onboarding and Customer lifecycle value.
- Increased Adoption
- Collaborated with cross-functional teams to ensure a seamless onboarding experience for new customers.
- Spearheaded efforts to streamline internal processes, enhancing team efficiency and productivity.
- Championed ongoing education among team members fostering a culture of continuous learning and growth.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
Manager - Customer Success/Client Servicing
Datacultr
10.2022 - 06.2024
- Managed total portfolio of 20 clients with ARR of 2 million USD
- Managed a team of 7 motivated Customer Success Managers
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Collaborated with sales and product teams to address customer success objectives.
- Define KPI's/Quota for CSM's and monitor them closely.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Pursued timely interactions with existing clients to gauge satisfaction, resolve objections and secure contract renewals.
- Verified and updated customer account information within contact relations management software to facilitate communication and strengthen relationships with customers.
- Launched quality assurance practices for each phase of development
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Success Manager
Credgenics India Pvt Ltd
10.2021 - 10.2022
- Successfully onboarded 9 clients: 2 Indian banks and 7 NBFC's
- Handled a total portfolio of about 50 lakhs and increased revenue by 30%
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Team of 8 people and manage the KPI's and KRA's.
- Managed team performance through goal setting, performance evaluations, and constructive feedback, resulting in a motivated and high-achieving team.
- Manage successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- To identify sales opportunities sales opportunities by assessing environment and devising and implementing winning strategy.
- To Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Up-selling and cross-selling services.
- Successfully coordinated and supervised a cross-functional team of professionals, ensuring seamless communication and efficient project execution
- Set aggressive targets for employees to drive company success and strengthen motivation.
Sr. Onboarding Specialist/Customer Success Manager
Adobe Inc
01.2017 - 10.2021
- Technical Account Management of Enterprise Customers across Digital Media side of business specifically Creative Cloud and Document Cloud Customers.
- Managed a team of 18 motivated Customer Success Individuals.
- Handle book of around 20 million USD around 200 customers.
- Minimize customer churn and increase adoption.
- Cross Functional collaboration with company teams to turn creative ideas to actionable Ideas
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed and implemented pursuit plans for all opportunities within assigned key accounts.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Managed technical integration, systems engineering program management, customer support and program management.
- Maintain and update all reports and resolution documents
- Responsible for maintaining and building Adobe's relationship with customers.
- Act as customer advocate for Adobe.
- Develop and manage client portfolios.
Technical Support Associate
Adobe Inc
05.2015 - 01.2017
Buyer
British Telecom (Payroll Of Randstad)
07.2014 - 12.2014
Technical Voice Specialist
Sneh Web Tech Pvt Ltd
02.2013 - 07.2014
Solution Engineer
Quatrro Global Services Pvt Ltd
01.2012 - 02.2013
Education
Certification - Certified Scrum Master
Scrum Alliance
Scrum Alliance United States 02.2017 - 02.2017
Certification - Acrobat
Adobe Inc
Adobe Inc United States 03.2016 - 03.2016
Master of Science - Information Technology
Sikkim Manipal University
Sikkim 01.2011 - 05.2017
B.Com - Commerce
School of Open Learning
Delhi University 01.2008 - 01.2011
Skills
Upselling and cross-selling
Customer retention
Revenue growth
Training and mentoring
Retention and Renewal
Customer Onboarding
Business Development
Team Building
Forecasting Analysis
Prioritizing workflows
Strategic communications
Inter-department collaboration
Operations
Renewals
Software
Operating System: Windows 97/2000/XP/7/Windows 8
Timeline
Manager - Customer Success
GoHighLevel
07.2024 - Current
Manager - Customer Success/Client Servicing
Datacultr
10.2022 - 06.2024
Customer Success Manager
Credgenics India Pvt Ltd
10.2021 - 10.2022
Certification - Certified Scrum Master
Scrum Alliance
02.2017 - 02.2017
Sr. Onboarding Specialist/Customer Success Manager
Adobe Inc
01.2017 - 10.2021
Certification - Acrobat
Adobe Inc
03.2016 - 03.2016
Technical Support Associate
Adobe Inc
05.2015 - 01.2017
Buyer
British Telecom (Payroll Of Randstad)
07.2014 - 12.2014
Technical Voice Specialist
Sneh Web Tech Pvt Ltd
02.2013 - 07.2014
Solution Engineer
Quatrro Global Services Pvt Ltd
01.2012 - 02.2013
Master of Science - Information Technology
Sikkim Manipal University
01.2011 - 05.2017
B.Com - Commerce
School of Open Learning
01.2008 - 01.2011
Languages
English
Hindi