Hi, I’m
Syed Zainulabudeen
Customer Success Catalyst
Hyderabad
Summary
Results-driven Customer Success and Technical Account Manager with over 14 years of experience in client relationship management, product adoption, and business growth. Proven expertise in enhancing customer satisfaction and retention through technical acumen, process optimization, and strategic account management. Certified Totango Success Leader with a strong foundation in cybersecurity and cloud technologies, consistently delivering measurable outcomes. Expert in data analysis and Customer Success Operations
Overview
14
years of professional experience
Work History
Colortokens
Customer Success Manager
04.2024 - Current
Job overview
- Implemented Totango and playbooks to address low client engagement, resulting in an 80% increase in
engagement. - Managed 21 enterprise accounts with a combined $8M book of business, enhancing product adoption and
customer satisfaction. - Identified challenges in client retention, enhancing account performance to achieve 20% growth and improve satisfaction.
- Solicited valuable feedback from customers, achieving a 92% response rate and informing service quality
enhancements that led to increased customer satisfaction. - Improved process efficiency by 100% through the redesign of Go-to-Green Plans and Mutual Success Plans, reducing operational complexity and enhancing customer alignment.
- Transformed Freshdesk into a high-performing platform, reconfiguring from scratch to enhance customer
support efficiency by 90%, resulting in a 86% increase in customer satisfaction and a 9% reduction in support
queries. - Resolved data silos to enhance cross-organizational processes, resulting in 100% faster workflows
SRKK Group
Customer Success Manager - Managed Service
02.2023 - 01.2024
Job overview
- Addressed low customer engagement, implemented innovative strategies that boosted product adoption by
9%. - Addressed a 6% churn challenge by implemented proactive success plans, resulting in enhanced customer
retention. - Mentored a team of Customer Success to enhance client satisfaction, achieving a 8% increase in retention.
- Developed success plans outlining critical success factors, metrics, and Recommendations
- Forged partnerships with 4+ key customers, overcoming loyalty challenges and boosting customer retention by
8%. - Elevated customer retention by 20% by addressing churn challenges with predictive analysis and proactive
engagement. - Formulated success plans to tackle client retention challenges, enhancing customer satisfaction metrics by
15%. - Designed logical architecture diagrams to address the challenge of analyzing customer security and product
stacks, improving insights by 5%. - Developed logical architecture diagrams to analyze and understand the customerʼs security and product stack
within their environment. - Conducted Competitive intelligence and analysis to align customer requirements with market trends and identify
strategic advantages. - Recommended product changes, improvements, or enhancements to the product development team based on customer feedback.
Mcafee Enterprise - Cyber Security
Support Account Manager
12.2020 - 12.2022
Job overview
- Oversaw 20 federal accounts in the UAE, addressing $20M portfolio challenges, boosting customer satisfaction by 96%.
- Collaborated with C-level executives to identify key business imperatives and inform high-stakes decision making, leveraging data-driven insights to drive 11% revenue growth.
- Spearheaded cross-functional teams to resolve 8% of escalated cases within a week, improving customer
satisfaction and reducing 3% of repeat issues. - Provided expert guidance on product lifecycle management and deployment, emphasizing best practices.
OpsRamp
Customer Success Technical Manager
08.2019 - 07.2020
Job overview
- Directed efforts to overcome low product adoption in 4 Partner & 2 ISV channels, managing a $22M portfolio
that improved customer satisfaction by 83%. - Resolved integration challenges in OpsRamp, driving deliverables and boosting partner satisfaction.
- Facilitated weekly calls and monthly reviews to address customer challenges, enhancing satisfaction.
- Reduced a customer churn rate by addressing key pain points, enhancing retention rate.
- Enhanced customer engagement after addressing low adoption rates with customized training sessions.
SoftwareONE
Enterprise Customer Success Manager
02.2018 - 06.2019
Job overview
- Oversaw 30 enterprise accounts worth $10M, addressing low product adoption, boosted satisfaction.
- Conducted weekly calls and monthly reviews to resolve customer challenges and boost satisfaction
- Mentored team members, driving 100% retention for 2018-2019
- Exceeded renewal rates and upgrade goals by providing proactive advice and optimizing adoption of Microsoft
Modern Workplace technologies - Facilitated weekly calls to tackle customer challenges, achieving a 20% increase in satisfaction ratings.
Microsoft (Sonata Software)
Enterprise Customer Success Manager
02.2016 - 02.2018
Job overview
- Managed 30 enterprise accounts valued at $8-10M, enhancing adoption and achieving 7% of uplift in customer satisfaction.
- Optimized cloud infrastructure and deployed data analytics for "Cloud consumption" to drive & increase in
customer success, tackling complex infrastructure challenges and delivering significant efficiency gains and improved adoption rates. - Improved CLTV by 11% through strategic NPS and CSAT analysis, addressing customer satisfaction and loyalty
gaps to drive customer retention. - Facilitated Quarterly Business Reviews for Enterprise accounts, addressing customer retention challenges and
enhancing success metrics by 12%. - Developed targeted strategies that improved customer ROI by 80%, driving revenue growth and satisfaction.
Education
IMTS Delhi
BBA from Marketing
05.2014
Skills
- Customer Success Strategy & Execution
- Technical Account Management
- Product Onboarding & Adoption
- Cybersecurity (EDR, XDR, SIEM, SOAR & Micro Segementation)
- SaaS Implementation & Optimization
- Cross-Functional Collaboration
- Data Analysis & KPI Dashboards
- Upsell & Renewal Management
- Process Design & Improvement
- Escalation & Project Management
Timeline
Customer Success Manager
Colortokens
04.2024 - Current
Customer Success Manager - Managed Service
SRKK Group
02.2023 - 01.2024
Support Account Manager
Mcafee Enterprise - Cyber Security
12.2020 - 12.2022
Customer Success Technical Manager
OpsRamp
08.2019 - 07.2020
Enterprise Customer Success Manager
SoftwareONE
02.2018 - 06.2019
Enterprise Customer Success Manager
Microsoft (Sonata Software)
02.2016 - 02.2018
IMTS
BBA from Marketing
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