Vibhor Kashyap
Customer Success Manager
Noida
Summary
Results-oriented and customer-focused professional with over 6 years of experience in customer service, including 3+ years in customer success management. Demonstrated ability to build and maintain strong relationships with high-value clients, resulting in increased customer satisfaction and retention rates. Skilled in analyzing customer needs, identifying solutions, and providing exceptional support to ensure customer success. Possesses strong communication and interpersonal skills. Adept at collaborating cross-functionally to drive success and exceed client expectations.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Navatar Consulting Pvt Ltd
09.2021 - Current
- Leading and managing a team of 11 Business Analysts responsible for providing comprehensive customer support, implementing clients, ensuring client satisfaction, and driving customer success initiatives
- Develop and implement customer success strategies to optimize client engagement, retention, and growth, resulting in a 20% increase in customer satisfaction scores
- Cultivate strong relationships with key clients, serving as the primary point of contact for escalations, issue resolution, and strategic account management
- Collaborate cross-functionally with sales, product management, and other internal teams to align customer needs with company objectives and drive product enhancements
- Conduct regular performance evaluations, provide ongoing coaching and feedback, and identify opportunities for professional development to empower team members and maximize performance
- Analyze customer feedback and data to identify trends, opportunities, and areas for improvement, driving actionable insights and continuous improvement initiatives
- Develop and maintain customer success metrics and KPIs, track team performance, and report on key findings to senior leadership
Customer Support Associate
Accenture
09.2019 - 08.2021
- Provide prompt and friendly assistance to customers via various channels such as phone, email, chat, or in-person, ensuring a positive and professional customer experience
- Assist customers with navigating and utilizing Salesforce products, features, and functionalities
- Maintain in-depth knowledge of products, services, and policies to provide accurate information and guidance to customers
- Collaborate with cross-functional teams, such as technical support, product management, and engineering, to escalate and resolve complex customer cases
- Gathered feedback from customers about products and services for further improvement
Customer Service Representative
Daksh Technology
10.2018 - 09.2019
- Provides extensive support to users through Voice, Chat & Email
- Identifying Customer needs and helping customers use specific features
- Update our internal databases with information about technical issues and useful discussions with Customers
- Ensure customers get accurate and timely updates and resolutions while meeting key performance indicators
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
Education
Bachelor of Technology - Computer Science
College of Engineering Roorkee
RoorkeeSkills
Salesforce
Zendesk
Intercom
Salesforce Sales Cloud
Salesforce Service Cloud
JIRA
SQL
Excel
Power BI
Salesforce Reports and Dashboards
Email Communication
Team Collaboration Platforms (MS Teams)
Presentation Skills
Conflict Resolution
Stakeholder Communication
Windows
MacOS
MS Office Suite
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
SLAs
Data Visualization
Scope Document
Requirement Gathering Document
Project Plan
Delays
Timeline
Customer Success Manager
Navatar Consulting Pvt Ltd
09.2021 - Current
Customer Support Associate
Accenture
09.2019 - 08.2021
Customer Service Representative
Daksh Technology
10.2018 - 09.2019
Bachelor of Technology - Computer Science
College of Engineering Roorkee