Swapnil Ingale
Pimpri-Chinchwad
Summary
I am a Technical Partner Success Manager at ConnectWise, a leading SaaS company that provides software solutions for MSPs and IT service providers. With a B.E. in Electrical, Electronics and Communications Engineering and certifications in inbound sales, customer insights, and cybersecurity, I have a strong technical background and a passion for SaaS products. I help MSPs gain control over their IT infrastructure with CW Command and CW RMM, two of the best remote monitoring and management solutions in the market. I share platform best practices, perform health checks, and provide product mentoring to ensure optimal customer satisfaction and retention. I have helped hundreds of MSPs improve their IT efficiency, security, and profitability with ConnectWise. Before joining ConnectWise, I was a Customer Success Manager at Yagna iQ Inc., where I worked with the OEMDistribution-Channel Partners ecosystem to increase adoption of CPQ and Renewals Management System. I played an instrumental role in helping VMware and Cisco distributors digitize their renewals process and achieve quarterly on-time renewal rates. I also added new customer accounts, cross/up sold with existing accounts, and created and presented pitch materials. I am skilled in strategy, analytical skills, and problem solving, and I enjoy working with diverse and dynamic teams. My goal is to deliver value to my customers and partners, and to drive growth and innovation in the SaaS industry.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Partner Success Manager
ConnectWise
Pune
09.2022 - Current
- Handled low touch partners in the North Eastern region of the USA.
- Responsible for accounts with MRR between $4k - $8k
- Handled 48 dedicated accounts and also catered the requests for Tech Touch accounts in my region
- Provided product mentoring, platform best practice recommendations, performed health checks on ConnectWise Command and ConnectWise RMM
- Identified partners at risk and created success plans for the partners to mitigate the risk
- Updated partner facing timeline entries and partner engagement score/partner sentiment score on Gainsight and Salesforce
Customer Success Manager
Yagna IQ
06.2016 - 09.2022
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Collaborated with sales and product teams to address customer success objectives.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry costumers.
- Completed documentation and logs each day and generated weekly reports detailing activities to submit to the regional manager.
- Scheduled appointments with industry professionals to handle specialized customer needs.
- Recommended changes, improvements or deletions in products according to customer feedback.
- Submitted monthly reports, including booking forecasts, monthly highlights, and CRM entries.
- Created and presented pitch materials, including proposals and presentations.
- Used Sendinblue to design promotional materials, including search engine marketing advertisements and mobile advertisements.
- Increased brand awareness through the creation and management of social media channels.
- Prepared documents, such as contracts, statements of work, budgets, non-disclosure agreements and appendices.
- Created customer support strategy to increase customer retention.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- 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.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed contract renewals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Produced contracts, reports, letters, and proposals for clients.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Education
B.E - Electronics And Telecommunication
Alard College of Engineering and Management
Pune, MHHigh School Diploma -
Dr. D. Y. Patil Polytechnic, Akurdi, Pune
Pune, MHSkills
- Account Updates
- Customer Account Review
- CRM Software
- Define Customer Needs
- Mentoring
- Customer Engagement
- Customer Needs Assessments
- Strategic Account Management
- Large Account Management
- KPI Monitoring
- Customer Relations
- Business development
- Key accounts development
- Requirements management
- Training Materials Development
- Account Management
- Customer Retention
- Renewal Opportunities
- Best Practices and Methodologies
- Renewing Accounts
- Revenue Growth
- Client Rapport-Building
- Effective Customer Communication
- Training Seminars
- Status Updates
Certification
1. Inbound Sales- Hubspot Academy
2. Customer Insights: New Product Development Orientation - University of Illinois at Urbana - Champaign
Timeline
Technical Partner Success Manager
ConnectWise
09.2022 - Current
Customer Success Manager
Yagna IQ
06.2016 - 09.2022
B.E - Electronics And Telecommunication
Alard College of Engineering and Management
High School Diploma -
Dr. D. Y. Patil Polytechnic, Akurdi, Pune