MS Word, MS Power Point, MS Excel
Phone Number
+91-9811555763
Hi, I’m
Sumant Verma
Customer Success Manager
New Delhi,DL
Phone Number
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 10 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
11
years of professional experience
9
years of post-secondary education
2
Languages
Work History
DatacultrGurgaon, Haryana
Manager - Customer Success
2022.10 - Current (2 education.years_Label & 11 education.months_Label)
Job overview
- 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.
Credgenics India Pvt LtdNoida, Uttar Pradesh
Customer Success Manager
10.2021 - Current
Job overview
- Credgenics is a SaaS based Debt recovery Platform and a one stop Solution for complete cycle of debt recovery management.
- Responsible for On-Boarding of new accounts with the services they have Opted for.
- To 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.
- To Gain customer acceptance by demonstrating cost reductions and operations improvements.
Adobe IncNoida, Uttar Pradesh
Sr. Onboarding Specialist/Customer Success Manager
01.2017 - 10.2021
Job overview
- Technical Account Management of Enterprise Customers across Digital Media side of business specifically Creative Cloud and Document Cloud Customers.
- 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.
Adobe IncNoida , Uttar Pradesh
Technical Support Associate
05.2015 - 01.2017
Job overview
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Provide technical assistance and support for incoming queries and issues related to Creative Cloud Team users.
- Assisting users in Enterprise deployment.
- Handling billing requests & ensuring timely resolution
- Assisted users in installing & activating various Adobe applications using remote sessions via Bomgar.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Reduced response time for Tier 1 support tickets.
- Recorded and maintained relevant notes for each client and work order.
British Telecom (Payroll Of Randstad)Gurgaon, Haryana
Buyer
07.2014 - 12.2014
Job overview
- Working as Contract Management assosciate in Contract Administration Team and Working on Oracle R12 Tool
- Preparing Contract Summary Sheet, Contract Analysis, Dealing With Work Orders for Various Categories (i.e. Preparation and Extension of Existing Work Orders)
- Drafting Scope of Work, Schedules.
- Analyzing Various Contract with suppliers.
- Creating Contract for new suppliers and also works on the existing suppliers
- Handles Vendor Management Process and helps stakeholders in setting up supplier system with all Due Diligence.
- Proper due diligence of supplier with all checks including ACB check and legal entity check, credit check and health check before setting supplier in system.
- Managed vendor purchase order process including dispatch, delivery and invoicing to set contractual guidelines and maintain budgetary regulations
Sneh Web Tech Pvt LtdNew Delhi, Delhi
Technical Voice Specialist
02.2013 - 07.2014
Job overview
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Providing one time solution to customers having problems in Computers and Laptops and peripherals attach to them
- Fixing all issues faced by customer taking remote sessions with customer’s computer
- Upselling and upgradation of customer services and also renew if going to expire
- Making good relations with customers and guiding proper information about Sneh Web Tech Pvt Ltd.
- Making good relations with customers and guiding proper information about Sneh Web Tech Pvt Ltd.
- Providing the customers valuable and good quality information making sure no misleading occurs
Quatrro Global Services Pvt LtdGurgaon, Haryana
Solution Engineer
01.2012 - 02.2013
Job overview
- Analyzing and working on software & hardware related problems.
- Collaborate with different Tier groups in order to solve the query of the customer
- To handle customer queries via chat telephone.
- Upselling and upgradation of customer services and also renew if going to expire.
- Responsible for changing the hardware of the computer, printer and other peripherals for the customer if found faulty.
- Dispatching the hardware and follow up on the same.
Education
Scrum AllianceScrum Alliance United States
Certification from Certified Scrum Master
02.2017 - 02.2017
University Overview
- Completed professional development in Certified Scrum Master
Adobe IncAdobe Inc United States
Certification from Acrobat
03.2016 - 03.2016
University Overview
- Received Adobe Certified Expert Certification
Sikkim Manipal UniversitySikkim
Master of Science from Information Technology
01.2011 - 05.2017
University Overview
School of Open Learning Delhi University
B.Com from Commerce
01.2008 - 01.2011
University Overview
Skills
Upselling and cross-selling
Software
Operating System: Windows 97/2000/XP/7/Windows 8
Interests
Reading and Music
Timeline
Manager - Customer Success
Datacultr
2022.10 - Current (2 education.years_Label & 11 education.months_Label)
Customer Success Manager
Credgenics India Pvt Ltd
10.2021 - Current
Scrum Alliance
Certification from Certified Scrum Master
02.2017 - 02.2017
Sr. Onboarding Specialist/Customer Success Manager
Adobe Inc
01.2017 - 10.2021
Adobe Inc
Certification from Acrobat
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
Sikkim Manipal University
Master of Science from Information Technology
01.2011 - 05.2017
School of Open Learning
B.Com from Commerce
01.2008 - 01.2011
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