Viren Razdan
Customer Success Manager
MOHALI
Summary
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Proactive team player with demonstrated problem solving and analytic reasoning abilities .Ready to bring 9 years of experience and take on challenging new role.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
Senior Customer Success Manager
Multiplier
01.2023 - Current
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Won Numerous awards and recognition Quarter on Quarter.
- 100% Retention Maintained in the past 2 years.
Client Experience Manager
Cialfo
10.2021 - Current
- Managed Complete life cycle of 80+ clients from On-boarding to renewals
- Maintained a good relationship with the clients and ensured renewals and converting the clients into brand advocates in the process getting referrals for new clients.
- Conducted many successful in person events with the client both on small and large scale basis.
Account Manager
Finxera
03.2021 - 10.2022
- Assisting the clients with their life cycle and help them adopt the platform to its fullest.
- Coordinate with multiple departments to ensure the client needs are being addressed and we are moving the platform in the right approach.
- Discuss ongoing support tickets and their status during weekly meetings.
Client Success Manager
Maropost, Email Marketing
08.2017 - 02.2021
- Managed Complete life cycle of clients from On-boarding till renewals.
- Retention Rate above 80% with AAR rate of 110% for book of business.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Trained and guided team of new CSMs and ensured they were meeting their targets of customer satisfaction and retention.
Customer Success Manager
WizIQ-Education Online
01.2015 - 03.2017
- Creating reports Weekly/Bi Weekly and Monthly to measure the teams performance.
- Motivate and assist the team to perform better and help them achieve the targets.
- Exhibited excellent teamwork and strong work ethic by promoting camaraderie.
Technical Service Executive
Dell International Servies
05.2011 - 04.2014
- Gaining constructive experience in team handling and ensuring enhancement in productivity while maintaining the desired level of support protocols.
- Was privileged with ‘Star of the Quarter’ awards by top dignitaries of Dell for delivering exceptionally on revenue generation, resolution rate and customer CSAT on multiple occasions.
Education
B.C.A -
Govt College, Punjab University
Diploma - animation
10TH & 12TH -
Lawrence Public Sr. Secondary School(CBSE)
Mohali, Punjab 04.2005 - 05.2007
Advance Customer Success Manager Certification -
Gainsight (Pulse Academy)
Pulse Academy.Skills
- Customer portfolio management
Fluent in English, Hindi and Punjabi
Relationship building and management
Growth Strategies
Client renewals and prospecting
Written and verbal communication
Strategic account development
Strategic Planning
Review of contracts
Coaching and mentoring
Training and Onboarding
Escalation Management
Excellent Problem-Solving Skills
Strong Team Player
Inter-department collaboration
Personnel training and development
Certification
Certified Advance Customer Success Manager, GainSight
Timeline
Senior Customer Success Manager
Multiplier
01.2023 - Current
Client Experience Manager
Cialfo
10.2021 - Current
Account Manager
Finxera
03.2021 - 10.2022
Certified Advance Customer Success Manager, GainSight
01-2021
Certified Customer Success Manager
10-2020
CM - Certified Manager Certification
06-2019
Client Success Manager
Maropost, Email Marketing
08.2017 - 02.2021
Customer Success Manager
WizIQ-Education Online
01.2015 - 03.2017
Technical Service Executive
Dell International Servies
05.2011 - 04.2014
10TH & 12TH -
Lawrence Public Sr. Secondary School(CBSE)
04.2005 - 05.2007
B.C.A -
Govt College, Punjab University
Diploma - animation
Advance Customer Success Manager Certification -
Gainsight (Pulse Academy)
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