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Vivian Chettiar
Customer Success Manager
Naigaon East
Summary
To leverage my extensive experience in customer success, account management, and client relationship management to drive value for key accounts. My goal is to foster long-term partnerships, enhance client satisfaction, and contribute to revenue growth through innovative solutions, effective upselling, and cross-selling strategies, while aligning with organizational goals in a dynamic and growth-oriented environment.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
11
11
Certifications
Work History
Assistant Manager, Customer Success Propel
Zaggle Prepaid Ocean Services
12.2023 - Current
- Company Overview: Zaggle Propel is an all-in-one solution for employee rewards, and channel partner incentives
- With our automated rewards and recognition platform, increase your employees & channel partners engagement resulting in accelerated business growth
- Customer Retention - Handling a portfolio of INR 300 million with daily feedback and assistance with respect to the dashboard which involves loading of cash in the form of points and getting it disbursed to the right set of users
- This also includes timely renewals which are due ensuring a healthy association with the company
- Sales - Generate leads as well as make the inactive customers live by communication, follow ups and onboarding to the platform
- Upsell/Cross sell - Other available products as a solution which helps customers increase their end user experience and generate 10X ROI
- Zaggle Propel is an all-in-one solution for employee rewards, and channel partner incentives
- With our automated rewards and recognition platform, increase your employees & channel partners engagement resulting in accelerated business growth
Sr. Analyst, Customer Success
Jio Haptik Technologies Ltd
01.2022 - 12.2023
- Company Overview: Haptik helps brands acquire new customers, increase sales and deliver delightful support with AI-driven conversational experiences
- It's a B2B SaaS company in the Conversational AI and Conversational Commerce domain
- Customer Success Management with the help of IVA (Chatbot) solutions for businesses
- Upsell & Cross-sell product features as well as new launches which are suitable for Client's business along with their customers
- Project Management in terms of different Requests for changes & developments along with managing the allocated resources to deliver the assigned project on time
- IVA maintenance through data analysis which eventually helps customers drive ROI
- This includes NLP training and design workflows
- Monthly/Quarterly Business Reviews for clients and prepare a roadmap to achieve the business metrics and organization wide growth
- Haptik helps brands acquire new customers, increase sales and deliver delightful support with AI-driven conversational experiences
- It's a B2B SaaS company in the Conversational AI and Conversational Commerce domain
Sr. Process Specialist, Customer Relationship Management
Games24x7 Pvt Ltd
05.2018 - 01.2022
- Company Overview: Games24x7 is India's leading digital skill games company with an exciting full-stack games portfolio across skill games, fantasy sports and casual games
- It has 2 major products as mentioned below
- Customer Relationships Management - Troubleshoot and solve issues via emails & calls for the end users as well as taking care of escalations end to end
- Online Reputation Management via social media responses and maintaining the overall reputation of the products and organization
- Whitegoods management for the customers who are the winners of different tournaments/contests which includes assigning the product based on rank, coordinating with the customers and delivery partner to ensure a delightful experience
- Brand visibility with the help of video testimonials which includes convincing customers via calls and emails, coordination with different teams and ensuring a great experience in terms of completing the video shoot
- Quality Assurance for emails sent by the agents and maintaining the overall score of the organization in customer support
- Training the new joinees with the internal processes and ensuring deliverables with greater efficiency
- Team management to achieve over and beyond targeted agent metrics
- Games24x7 is India's leading digital skill games company with an exciting full-stack games portfolio across skill games, fantasy sports and casual games
- It has 2 major products as mentioned below
Consultant
Sutherland Global Services
10.2016 - 04.2018
- Company Overview: Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age
- Sales and customer service for USA customers via chat
- New products sale and upsell from e-commerce store (Sears & Kmart)
- Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age
Chat Assistant, Customer Success
Haptik Infotech Pvt. Ltd
10.2015 - 09.2016
- Company Overview: Haptik was a personal Assistant Mobile App built for Android and iOS users which catered to different services such as recharge, utilities, travel booking, food ordering, support & repairs, schedule reminders and many more
- Regular check and completion of transactions on chat between agent and customers, reconciliation and reporting, feedback and review management on playstore/appstore
- Assist customers via chat for dedicated channels - support & repairs of electronic gadgets, recharge & utilities, travel management - booking of flights, hotels and other modes of transport
- Haptik was a personal Assistant Mobile App built for Android and iOS users which catered to different services such as recharge, utilities, travel booking, food ordering, support & repairs, schedule reminders and many more
Education
Bachelor of Engineering - Information Technology
St. Francis Institute of Technology
07.2013 - 08.2015
Higher Secondary School Certificate - Computer Science
Vidya Bhushan Jr. College of Science & Commerce
07.2011 - 02.2013
Skills
Client Relationship Management
Certification
Introduction to Web APIs
Accomplishments
- Top performer as a Sales Consultant in Sutherland Global Services.
- The best team player for easing the task by creating web pages for the team members at Games 24x7.
- Recognition at Kotak Life Insurance company (client) for chatbot deployment efforts at Jio Haptik.
- Recognized by Zaggle for Renewing 8 Contracts in a year.
Disclaimer
I hereby declare that all the information mentioned above are true to my knowledge.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time off4-day work weekQuote
The supernatural is the natural not yet explained.
Elbert Hubbard
Software
CSS
JavaScript
Python
Power BI
Looker Studio
Postman
MS Office
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
Advanced Art of Prompt Engineering
08-2024
Assistant Manager, Customer Success Propel
Zaggle Prepaid Ocean Services
12.2023 - Current
Foundations of Project Management
10-2023
Value Realization Best Practices for Customer Success Management
07-2023
Onboarding and Adoption Best Practices for Customer Success Management
07-2023
Engagement Preparation Best Practices for Customer Success Management
07-2023
Engagement Evaluation Best Practices for Customer Success Management
05-2023
Customer Success Management Fundamentals
04-2023
Business Fundamentals for Customer Success Managers
04-2023
Avoiding Common Pitfalls in Customer Success Management
04-2023
Excel Essential Training (Office 365/Microsoft 365)
10-2022
Introduction to Web APIs
07-2022
Sr. Analyst, Customer Success
Jio Haptik Technologies Ltd
01.2022 - 12.2023
Sr. Process Specialist, Customer Relationship Management
Games24x7 Pvt Ltd
05.2018 - 01.2022
Consultant
Sutherland Global Services
10.2016 - 04.2018
Chat Assistant, Customer Success
Haptik Infotech Pvt. Ltd
10.2015 - 09.2016
Bachelor of Engineering - Information Technology
St. Francis Institute of Technology
07.2013 - 08.2015
Higher Secondary School Certificate - Computer Science
Vidya Bhushan Jr. College of Science & Commerce
07.2011 - 02.2013
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