Vaibhav Chauhan
Customer Success Manager
Summary
Accomplished customer success professional with over 13 years of progressive experience in the industry. Adept at ensuring excellence in delivery and service management operations and liaising productively with clients and stakeholders. Proven skills in driving improvement in processes, coordinating with cross-functional teams in India and abroad, managing work allocations and improving productivity, resulting in cost efficiency, revenue growth and enhanced NPS.
Overview
5
5
Certifications
13
13
years of professional experience
Work History
Senior Customer Success Manager
Rackspace Technology
Gurgaon, IN
10.2020 - Current
- Take ownership of the relationship held with each of Azure customers and serve as an interface between the customer and the Rackspace support infrastructure.
- Contribute to install base growth by identifying new business / upgrade opportunities
- Strive towards a world class target of 80% for the Net Promoter Score including NPS scores
- Ensure that their customers technical, administration and specialist support needs are met.
- Maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
- Maintain direct contact with customers before and/or after the sale.
- Support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue.
- Schedule customer maintenances and ensure appropriate quality checks have been completed
- Manage customer projects and oversee maintenance schedules for on time delivery
- Review service failures and produce incident reports when required
- Validate, negotiate and process service credits
- Produce and maintain service improvement plans• Manage contract renewal negotiations
- Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
- Organize and chair customer meetings
- Show excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
- Produce ad-hoc reports when required i.e. MAR,SIR
- Responsible for adhering to company security policies and procedure as directed
- Identify and assist with coaching and development for team member
Customer Success Manager/Service Delivery Manager
BT eSERV INDIA PRIVATE LIMITED
Gurgaon, IN
03.2013 - 10.2020
- Drive Net Promoter Score (NPS) score improvement and reducing the risk of churn.
- Develop and drive change with the business via Service Development Improvement Plans.
- Provide support to the teams’ setup as part of ITIL framework.
- Involved in high-level contact with medium to major sized businesses.
- Resource and financial planning.
- Maintain good knowledge of the customers’ business, systems and IT and understand the competition environment.
- Identifying new business and upgrade opportunities.
- Also, arranging and co-ordination of training and sessions for new contracts and renewals.
- Build and maintain collaborative relationships with key customers and suppliers.
- Build excellent service relationships with client senior management, to improve customer satisfaction in defined customer base.
- Maintaining good client relationship.
- Chair periodic customer review meetings as well as have face to face engagements both onshore and offshore.
- Develop and agree Customer Service Plans ensuring ease of contact and escalation paths into BT.
- Account management
- People Management
- Vendor Management
- Risk Management
- Escalation Management.
Team Manager(Service Management,Corporate Banking)
Barclays Shared Services Pvt Ltd
Noida, IN
10.2009 - 03.2013
- Team handling.
- Work flow management.
- Conducting Control and Checks for the process.
- Individual & Team Quality.
- Performance Management.
- Performance Review, Daily/Weekly/Monthly
- Client Servicing.
- Identifying improvement areas based on client feedbacks & implementing effective measures to maximize.
- Providing new ideas for automation.
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
- Maintaining and publishing, daily and monthly data for publishing team’s MI reports and incentives.
- Auditing faults processes by advisors and providing them feedback and training.
- Calibration calls with the Clients to bridge the knowledge gap.
- Initiate Performance Improvement Plans for the bottom quartile advisor.
- Closely working with Bottom performers to improve their quality scores
Associate (Service Management)
HCL Technologies
Noida, IN
09.2007 - 10.2009
- Dealt with incidents of priority 2-4 and lead to resolution within TAT.
- Sharing constant updates with client.
- Co-ordinate with different ASG’s and customer on regular intervals.
- Customer service.
- Dealing with billing and service-related queries for retail customers.
Education
PGDM - Operations
Institute of Management Technology
Bachelor of Commerce - undefined
Alagappa University
Skills
Revenue growth
Certification
ITIL 4 Foundation Certificate in IT Service Management
Timeline
AWS Cloud Economics
02-2021
AWS Technical Professional
02-2021
Azure Sales Fundamentals (18554)
02-2021
ITIL 4 Foundation Certificate in IT Service Management
01-2021
AWS Web Services Business Professional
01-2021
Senior Customer Success Manager
Rackspace Technology
10.2020 - Current
Customer Success Manager/Service Delivery Manager
BT eSERV INDIA PRIVATE LIMITED
03.2013 - 10.2020
Team Manager(Service Management,Corporate Banking)
Barclays Shared Services Pvt Ltd
10.2009 - 03.2013
Associate (Service Management)
HCL Technologies
09.2007 - 10.2009
Bachelor of Commerce - undefined
Alagappa University
PGDM - Operations
Institute of Management Technology
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