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
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St. Xavier’s School
Skills
MS PowerPoint, Excel and Word
Customer relations skills
Customer Escalation Point
Customer retention strategies
Account management
Territory Management
Renewals management
Client renewals and prospecting
Customer Relationship Management (CRM)
Client service optimization
Strategic communications
Timeline
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