VAIBHAV BERRY
Customer Success & Retention
Noida
Summary
Personable Renewals Account Manager with 3+ years of experience driving customer retention rates to record highs. Crosses departmental boundaries to recruit a dynamic support network in sales operations, overcoming objections and locking in innovative contract solutions. Cultivating strategic business partnerships through win-win negotiations.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success & Renewals Specialist
Sumo Logic
03.2021 - Current
- Actively engage clients in pursuit of win-win business outcomes, remaining aligned with them throughout to ensure satisfaction and product adoption
- Trusted advisor for customers
- Make recommendations to help them achieve their short and long-term IT goals
- Building relationships with existing customers and being their go-to account manager for all their needs
- Sell solutions and services to existing Sumo customers
- Handling a portfolio of 3.5 million consisting of Enterprise and SMB accounts
- Responsible for achieving cross-sell/up-sell targets
- Collaborate with Partners, Distributors, and Channels to handle indirect business (Renewal and Net New Expansions) and educate them to expand product footprint
- Onboard newly added customers by organising workshops and technical sessions
- Drive continuous engagement through webinars and annual conferences
- Handle escalations, and provide appropriate solutions and alternatives within limited time frames
- Leverage cross-functional resources to achieve results/meet customer needs.
Oracle (Client Retention & Success Representative
04.2019 - 03.2021
- Ensured timely renewal of support contracts, customer onboarding, regularly making updates to the process based on customer feedback,
- Backlog management, Pricing, Quoting and addressing/aligning any technical issues
- Client advisor and day-to-day contact for all client needs after-sale (from onboarding through to renewal)
- Conceptualising and executing integrated communication campaigns across the region through local events and targeted webinars
- Ensuring that the customers get benefits out of the offering & new launches for Oracle Linux/VM licence
Team Leader
MetLife
09.2018 - 04.2019
- Communicated with the client(s) and stakeholders to understand the purpose and research objective and presented the final findings through web conferences.
Business Analyst
The Smart Cube
03.2017 - 09.2018
- Mapping businesses based on products and services, market outreach, technology, strategic initiatives and services as part of the client’s investment or partnership strategy
Education
MBA -
Institute of Chartered Financial AnalystsOf India
04.2015 - 04.2017
BBA -
Guru Gobind Singh Indraprastha University
04.2011 - 04.2015
XII - undefined
St. Xavier’s School
undefined
St. Xavier’s School
Skills
MS PowerPoint, Excel and Word
undefinedTimeline
Customer Success & Renewals Specialist
Sumo Logic
03.2021 - Current
Oracle (Client Retention & Success Representative
04.2019 - 03.2021
Team Leader
MetLife
09.2018 - 04.2019
Business Analyst
The Smart Cube
03.2017 - 09.2018
MBA -
Institute of Chartered Financial AnalystsOf India
04.2015 - 04.2017
BBA -
Guru Gobind Singh Indraprastha University
04.2011 - 04.2015
XII - undefined
St. Xavier’s School
undefined
St. Xavier’s School
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