Customer Success Manager
Infobip
03.2023 - Current
Vishal Khinvasara
Mumbai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. 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.
Timeline
Customer Facing Enablement Expert
Infobip
04.2020 - 02.2023
Senior Sales Manager
Infobip
07.2019 - 06.2020
Deputy Manager - NHQ
Vodafone Idea Limited
09.2018 - 06.2019
Deputy Manager - Acquisition Manager & Channel Management
Vodafone Idea Limited
04.2015 - 08.2018
HNI Manager
Aircel Limited
01.2011 - 12.2012
Assistant Manager - VBS Customer Service
Vodafone Idea Limited
04.2009 - 12.2012
Store Manager
Aircel Limited
04.2009 - 12.2011
Post Graduate Programme - International Business & Marketing
MIT School of Business
Bachelor of Commerce & Accounting - undefined
University of Mumbai
Skills
Salesundefined
Work History
Customer Success Manager
Infobip
Mumbai
03.2023 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborated with sales and product teams to address customer success objectives.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Provided business, technical and product knowledge in support of post-sales activities.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Facing Enablement Expert
Infobip
Mumbai
04.2020 - 02.2023
- Worked with vendors to customize courseware to accommodate business needs.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Provided coaching and mentoring to employees.
- Developed lesson plans, instructional materials and written practice tests for Type and Type training courses.
- Used Software to design training for Type employees and increase company retention and productivity rates Number%.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored Number new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Senior Sales Manager
Infobip
Mumbai
07.2019 - 06.2020
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
- Connected with prospects through trade shows, cold calling and local-area networking.
- Investigated competitive landscape to anticipate negative business impacts.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
Deputy Manager - NHQ
Vodafone Idea Limited
Mumbai
09.2018 - 06.2019
- Evaluated suppliers to maintain cost controls and improve operations.
- Worked collaboratively with cross functional team to deliver customer experience
Deputy Manager - Acquisition Manager & Channel Management
Vodafone Idea Limited
Mumbai
04.2015 - 08.2018
Assistant Manager - VBS Customer Service
Vodafone Idea Limited
Mumbai
04.2009 - 12.2012
HNI Manager
Aircel Limited
01.2011 - 12.2012
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Developed and implemented successful staff incentive programs to motivate employees.
- Assisted with hiring, training and mentoring new staff members.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Store Manager
Aircel Limited
04.2009 - 12.2011
Education
Post Graduate Programme - International Business & Marketing
MIT School of Business
Bachelor of Commerce & Accounting - undefined
University of Mumbai
Accomplishments
- Awarded Best Employee from erstwhile Vodafone
- Quarterly best performance in Training
- Quarterly best performance in Customer Growth role
- Most preferred go to person in organisation
Personal Information
Date of Birth: 12/15/86
LinkedIn : https://www.linkedin.com/in/vishal-khinvasara-he-him-619a5220/
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