Customer Success & account manager

LinkedIn Profile

RIJUL KUMAR

Customer Success & Account Management

732-***-**** - **********.*********@*****.***

UNITED STATES CITIZEN

Executive Summary

Data-driven, seasoned account manager with a track record of exceeding targets, in both upselling and customer satisfaction. Possess significant technical experience, most notably in database management and automation, saving clients tons of time and money. Voracious self-starter hungry to join a passionate team in a growing organization that uses data to empower businesses and puts people first.

Areas of Expertise

Signature Achievements

• Successfully manage accounts exceeding $900K ARR, with a 95% customer satisfaction rate.

• Consistently achieved an 80% upsell rate in roles of account management and customer success.

• Self-taught and proficient in Python programming; developed automation scripts that reduced database execution time by 88% and saved over $90,000 per-run in paid manhours.

Experience

CUSTOMER EXPERIENCE & SUCCESS Dodge Data & Analytics (April 2018 – Present)

Provide dedicated account management and technical support for enterprise clientele, via phone, email and live chat. Proactively implement client training and adoption initiatives, upsell existing accounts, and analyze customer happiness and retention data to reduce churn and increase renewal rate.

-Key Accomplishments

-Maintain an 80% upsell rate for client base.

-Have consistently achieved a 95% satisfaction rate.

-Reduced database execution time from eight hours to under one for 16 General Contractor Association accounts, representing thousands of users, through advanced automation scripts, saving $90K per run.

TECHNICAL CONSULTANT & USER GOVERNANCE Larsen and Toubro Infotech (June 2017 – April 2018)

Served as user governance administrator for client Marsh & McLennan, providing dedicate account support, hardware issue resolution and troubleshooting, and exhaustive documentation and analysis for Level II and Level III teams.

-Key Accomplishments

-Developed solutions that compensated for 34% loss in client workforce – the discontinuance of an offshore team - creating automation scripts and administrative systems to maintain operational KPIs.

-Achieved an escalation rate of less than 4% while successfully resolving 25+ customer issues per day

NGO CONTENT ANALYST Dodge Data & Analytics (June 2016 – June 2017)

Provided analysis and insights on the following: web content – scraped data from product sites of clients and prospects and organized hierarchically, as well as assisting with development of web crawlers; financial reporting – Leveraged Tableau reporting software, creating biweekly reports on contract productivity and acquisition, and quantifying impact of workforce reductions; website QA – analyzed Product Listing Programs for Sweets.com manufacturers within 7-10 day deadlines, ensuring data integrity, organization, and visual quality.

-Key Accomplishments

-Analyzed and quantified 431 client product sites, discovering an average product discrepancy of 203,696 products between client site and company site, which led to their reconciliation.

-Predicted client product discrepancy with 99% confidence, and within a 6.123% margin of error.

-Developed specification documents and data modeling to assist in the building of web crawlers, analyzing website navigation patterns and all materials of import.

Special Projects

Keyword Relevancy Program: New Business Development Dodge Data & Analytics

Helped develop a program that, using Excel and Visual Basic, parsed and analyzed data of over 25,000 current and former customers, creating a list of keywords ordered in frequency and weighted in relevance.

Network Automation: LinkedIn Talent Acquisition WebTrafik LLC

Created Python script that identified interested and qualified candidates, tripling weekly candidate success rate (25/week to 76/week) and increasing positive candidate responses by 300%.

Education & Credentials

BACHELOR OF SCIENCE IN LABOR & EMPLOYMENT RELATIONS Rutgers University

Minor in Economics (in pursuance of secondary Bachelors)

PROGRAMING LANGUAGES

Python (Advanced) HTML5 Angular JS Java CSS XML SQL

TRAINING & DEVELOPMENT

Governance & Compliance Angular JS Python development QA Automation Mathematical Modeling

•Account Management

•Customer Success

•Database Management

•Database Automation

•Big Data & Analytics

•Python programming

•QuickBooks Enterprise Suite

•STATA Statistical Modeling

•Maple Math. Computation

Contact this candidate