vishnu Tc
Kannur
Summary
Senior Customer Manager with 12+ years of experience in managing international customer accounts, onboarding and implementing web-based business processes, building customer-centric strategies, and solutions to achieve operational goals. Hands-on management, customer service skills, problem-solving abilities, and a positive learning attitude.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Gabriels Technology Solutions Pvt Ltd
Chennai
06.2013 - Current
- Onboarding, Maintaining, Retaining and Adopting Global Luxury Real-estate Customer accounts
- Using tools like Velocity, Salesforce, JIRA, Confluence, Web monitor, Webpage test to manage project workflows
- Practicing the admin role in Salesforce instance - creating users, objects, fields, setting security and permissions, adding validation rules, page layouts, dynamic forms, email templates, approval process, reports and dashboards
- Accelerating company growth through Proactive Consulting and advisory
- Helping customers (Brokers and Agents) with their marketing goals for Selling, Buying, Leasing and Renting their luxury properties
- For each Customer Implementation Project, coordinated with the teams from different geographies in all facets of Customer Success and product management including customizations, allocation of resources and timely delivery through proper planning and communication
- Gathering requirements and working with team for customizations and developments
- Building CS strategies through design thinking and innovating customer success practices to reduce churn
- Maintaining communication standards across team and delivering presentations to Senior Management on project goals and plans, including progress reports
- Product owner for implementing new features
- Also, educating customers to leverage the features of the platform
- Measuring and controlling CS metrics according to the baselines
- Identifying risks throughout the project, analyzing their impact and creating risk response plans
- Active member of Product Roadmap Committee explaining the practical usage of new features requested by the customers
- Prepare reports and maintain records of work accomplishments and administrative information as required and to coordinate the task among the team
- Drive Quality Control through unit testing and deliverable pre-hand-off testing
- Providing training and guidance whenever required.
Technical Support Engineer
Sutherland Global Services
10.2012 - 05.2013
- Provide Tier 1 support to end users, dealers, and distributors in US as well as in CANADA
- Provide troubleshooting and technical support via phone, web-based tools, and email for the ACER products (notebooks, netbooks, projectors, chrome books, tablets, desktops etc)
- Advice customers regarding the product's proper use and address specific user issues
- Taking ownership of technical issues, resolving escalated customer complaints without the need for team lead intervention
- Documenting troubleshooting and problem resolution steps.
Technical Support Engineer
Mivire Global Consultants
02.2011 - 07.2012
- Providing technical support via phone, web-based tools, and email to UK customers for the product SPARA
- Designing presentations and training the newly joined executives
- Perform quality assurance on work processed
- Assist in documenting the requirements and process maps clearly to the agreed standards
- Exceed productivity standards, such as overall accuracy, maintaining Service Level of Agreement.
Education
B Tech in Computer Science and Engineering -
CUSAT University
Skills
- Customer Account Management
- Customer Advocacy
- Customer Relationship
- Customer Satisfaction
- Data Management
- Data Processing/ Loading
- Data Integration
- Data-driven decision-making
- Global Stakeholder Management
- Business Development
- Technical Support
- Documentation and Report Analysis
- Design Thinking
- Product Management
- Excellent Communication
- Upselling strategies
- Risk Management
- Product Ownership
- Training and Mentoring
- Problem-Solving
- Team Management
TOOLS
- Velocity
- Salesforce
- Invision
- Confluence
- JIRA
- WebPageTest
- Webmonitor
- Affinity CMS
- Wordpress CMS
Certification
- CSPO from Scrum Alliance
- Scrum Fundamentals from Scrum Study
- Digital Marketing from Google Digital Garage
- C from Manipal Institute of Computer Education
- PHP-MySQL from Systems Domain
Timeline
Senior Customer Success Manager
Gabriels Technology Solutions Pvt Ltd
06.2013 - Current
Technical Support Engineer
Sutherland Global Services
10.2012 - 05.2013
Technical Support Engineer
Mivire Global Consultants
02.2011 - 07.2012
B Tech in Computer Science and Engineering -
CUSAT University
- CSPO from Scrum Alliance
- Scrum Fundamentals from Scrum Study
- Digital Marketing from Google Digital Garage
- C from Manipal Institute of Computer Education
- PHP-MySQL from Systems Domain
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