Customer Success Manager
Resume:
**************@*****.***
C O N T A C T P R O F I L E
S K I L L S
E D U C A T I O N
W O R K E X P E R I E N C E
Account Management
Client Relationship Management
Forecasting and Planning
Stakeholder Engagement
MBA
SP Jain University
2019 - 2020 Sydney, Australia
Contemporary Marketing Management
Projects:
Thesis on Blockchain for Data security
Marketing proposal for Woolworths, Sydney
SSD Demand forecasting for Dell, Singapore
Bachelor of Engineering
Banasthali University
2012 - 2016 India
Electronics and Instrumentation Engineering
Cloudkitchens
Enterprise Customer Success Manager
Monitored performance of 2 key brands of Future foods with 600 stores in US - Canada, driving a 20% increase in expansion revenue year-over-year. Implemented a customer health scoring system, resulting in a 18% increase in brand revenue and 14% reduction in churn rate.
Onboarded 200 new customers, achieving a 95% adoption rate within 90 days. Conducted meetings, development conversations, & performance improvement plans with team members to drive successful outcomes on projects. 10/22 - 5/24
Talented Customer Success Leader with expertise resolving issues within set time limits to maximize customer satisfaction. Experience stepping into roles & quickly making positive changes to drive company success. Articulate and results-oriented with demonstrated passion for building relationships & growing businesses C E R T I F I C A T I O N
A D I T I V E R M A
BirdEye
Senior Customer Success Manager
Managed a portfolio of 150 mid-market clients, achieving a 90% renewal rate. Developed and executed strategic account plans, resulting in a 30% increase in ARR through upsells and expansions : Awarded as Star of the Quarter. Implemented client feedback system, resulting in 25% improvement in CSAT. Provided coaching and upskilling to the wider team, fostering professional development and promoting continuous improvement.
11/21 - 10/22
Tools: Salesforce, ZenDesk, JIRA
Problem Solving
Decision Making
Competitive Analysis
MS Office
Google Digital Garage
Hubspot Inbound Sales
Google Ads Search
Diploma: Core Java
Diploma: ASP.net
Markstrat Certification
Digital Mediapro
Blue Ocean Strategy
Capstone Business Simulation
LeadSquared
Account Manager
Managed a portfolio of 30 Enterprise accounts, resulting in 97% retention rate. Implemented, monitored, and drove Account Plans, ensuring consistency and effectiveness in sales, marketing, and product innovation strategies. Utilized internal systems and tools to track and follow up on customer inquiries, ensuring timely issue resolution and customer satisfaction. Managed client and internal expectations by providing clear communication and timely updates throughout the sales cycle.
11/20 - 11/21
Empass Learning
Customer Success Associate
Led successful cross-functional teams to execute multi-channel marketing campaigns for clients., resulting in a 30% increase in inbound leads. Built comprehensive engagement models for customers & internal stakeholders. 11/17 - 04/19
Tata Consultancy Services
Systems Engineer
Implemented a money exchange handling system for multiple clients. Created an automated job (loan origin) that finished a manual effort of 32 hours. 10/16 - 11/17
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