Vindhya Jain
Customer Success Manager
Bangalore,Karnataka
“Your most unhappy customers are your greatest source of learning.”
Bill Gates
https://www.linkedin.com/in/vindhya-jain
Summary
Results-oriented Senior Support Manager with a strong focus on customer success. Adept at fostering robust client relationships and collaborating across functions to enhance services. Led successful implementation of a Customer Success Management system, reducing inquiries by 60% through enhanced self-service capabilities. Established a dedicated customer success team that drove a remarkable increase in retention rate by 99%. Proven expertise in process optimization, seamless onboarding, and revenue growth. Passionate about utilizing data-driven insights to enhance customer experiences and satisfaction. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Senior Support Manager(Customer Success)
Stats Perform
Bangalore, Karnataka
09.2022 - 07.2023
- Developed robust client relationships as the principal liaison, guaranteeing utmost contentment with our offerings.
- Collaborated seamlessly with cross-functional teams and stakeholders to introduce an upgraded Customer Success Management system. This initiative substantially decreased support inquiries by nearly 60%, thanks to enhanced self-service capabilities.
- Directed the full life cycle of requests, ensuring unwavering quality, compliance with SLAs, and punctual delivery.
- Spearheaded the establishment and leadership of a dedicated customer success team following the implementation of client feedback programs, culminating in an impressive 99% surge in customer retention rates.
- Orchestrated flawlessly streamlined onboarding and implementation processes for new clients, closely partnering with internal teams to ensure seamless transitions.
- Discerned growth prospects, tackled obstacles, and elevated client relationships to fuel revenue growth.
Support Lead
Stats Perform
Bangalore
05.2020 - 09.2022
- Developing and delivering training programs for agents to improve their skills and knowledge.
- Analyzing customer feedback and support metrics to identify trends and areas for improvement.
- Managing the support ticket queue and escalations to ensure timely and effective resolution of issues.
- Acted as a point of escalation for complex customer issues, providing timely and effective resolutions to ensure customer satisfaction.
- Creating and maintaining support documentation, knowledge base articles, and tutorials to enhance the customer experience.
Senior Support Engineer
Perform Media
Mangalore
09.2013 - 05.2020
- Developing and delivering training programs for agents to improve their skills and knowledge.
- Analyzing customer feedback and support metrics to identify trends and areas for improvement.
- Managing the support ticket queue and escalations to ensure timely and effective resolution of issues.
- Acted as a point of escalation for complex customer issues, providing timely and effective resolutions to ensure customer satisfaction.
- Creating and maintaining support documentation, knowledge base articles, and tutorials to enhance the customer experience.
Subject Matter Expert
Mphasis an HP Company
Mangalore
05.2010 - 09.2013
- Assisting the team to fix issues on call and training them process-wise.
- Managing client relations training to encourage high conversion ratios and referrals.
- Developing and delivering training programs, presentations, and workshops to educate stakeholders and serving as the primary escalation point to the Global Service Desk for the USA region
Technical Support Consultant
Diya Systems
Mangalore
05.2009 - 05.2010
- Supporting customers via chat or emails to fix any issue while hosting the website and technical troubleshooting.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone
Skills
- Leadership and Mentoring
- Training and Development
- Time Management
- Customer Relationship Management
- Customer - Centric Approach
- Cross-Functional Collaboration
- Agile and Scrum Methodology
- CSM Portal
- Confluence and Jira
- Support Documentation Composition
- Teamwork and Collaboration
- Planning and Coordination
Professional Skills
- Adept at fostering strong client connections, ensuring their utmost satisfaction with our offerings.
- Expertise in seamless cross-functional collaboration, successfully introducing a Customer Success Management system to reduce inquiries by 60%.
- Exceptional in conveying complex ideas and solutions to both technical and non-technical audiences.
- Streamlining the onboarding process, ensuring clients transition smoothly and maximize product value.
- Being the voice of the customer within the company, representing their needs and feedback to drive improvements.
- Proficiently managed end-to-end request processes, maintaining unwavering quality and adherence to SLAs.
- Orchestrated seamless onboarding and implementation for new clients, forging strong internal partnerships.
- Skillful at discerning growth opportunities, overcoming obstacles, and enhancing client relationships for revenue growth.
- Created and delivered training programs to enhance team skills and knowledge, contributing to improved customer support.
- Analyzed customer feedback and metrics, identifying trends and areas for enhancement in support operations.
- Acted as a point of escalation for complex customer concerns, delivering effective resolutions to ensure satisfaction.
- Created, maintained, and enhanced support documentation, knowledge base articles, and tutorials for enhanced customer experience.
- Leveraging data-driven insights to measure customer health, identify trends, and make informed decisions.
Education
Bachelors - Computer Application
05.2009
Certification
- Lean Six Sigma White Belt Certification, Six Sigma Online; Aveta Business Institute - 2023
- Project Management, LinkedIn - 2023
- ITIL, PeopleCert - 2019
- Certified Scrum Master, Scrum Alliance - 2019
- Jira Project Management, Great Learning - 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Support Manager(Customer Success) - Stats Perform
09.2022 - 07.2023
Support Lead - Stats Perform
05.2020 - 09.2022
Senior Support Engineer - Perform Media
09.2013 - 05.2020
Subject Matter Expert - Mphasis an HP Company
05.2010 - 09.2013
Technical Support Consultant - Diya Systems
05.2009 - 05.2010
SDM College Of Business Management - Bachelors, Computer Application
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