Client Success Leader with 25+ Years Experience

VIJAYAPRAKASH CHANDRASEKHAR

(Goes by Vijay)

Baltimore, MD 443-***-**** ***********@*****.*** US Permanent Resident CUSTOMER SUCCESS MANAGER CLIENT ONBOARDING ACCOUNT MANAGEMENT PROFESSIONAL SUMMARY

Customer-focused professional with 25+ years of hands-on experience managing client relationships, onboarding customers, and delivering ERP and SaaS solutions for small and mid-sized businesses. Operated as the primary point of contact for a portfolio of active SMB accounts — driving product adoption, resolving escalations, delivering training, and reducing churn. Seeking to bring deep client-success expertise to a dedicated CSM role where relationship quality and client outcomes are the priority. CORE COMPETENCIES

Client Success: Onboarding & Training · Escalation Handling · Churn Reduction · Retention Strategy · Upselling & Cross-Selling · SaaS Support · Accounting & ERP · Business Development Tools & Platforms: Salesforce · Zendesk · Freshdesk · Jira · AWS Cloud Solutions · MS Office Suite · SQL Server Soft Skills: Team Player & Cross-Functional Collaborator · Stakeholder Communication · Client Advocacy PROFESSIONAL EXPERIENCE

Customer Success Manager Expert Solutions — Chennai, India (Remote since 2023)

Aug 1998 – Mar 2026

Served as the primary relationship owner and trusted advisor for an active portfolio of SMB clients using ERP and accounting software. Responsible for onboarding, training, escalation resolution, and long-term retention.

• Authorized channel partner for BUSY Accounting Software & ERP (since 2009) — led full-cycle implementations, delivered ongoing customer support, and developed custom add-on products

• Grew Expert Solutions from a single-product help desk into a multi-product ERP consultancy through strategic business development and long-term client relationships

• Managed ongoing relationships across a portfolio of active SMB accounts, maintaining high satisfaction and long-term retention

• Led end-to-end onboarding and training for new clients — reducing time-to-value and ensuring smooth product adoption

• Handled complex escalations via phone, email, and remote support, achieving timely resolution and positive client outcomes

• Proactively monitored client health and engagement, identifying at-risk accounts early and intervening before issues escalated to churn

• Identified and acted on upsell and cross-sell opportunities, growing revenue through add-ons, cloud upgrades, and enhanced service tiers

• Supported clients through product upgrades and migrations to cloud-based environments (AWS EC2, Lightsail)

• Built and mentored a customer support team, improving response times and satisfaction scores

• Relayed client feedback to product and development teams, helping prioritize fixes and shape product improvements

Product Support / Help Desk Specialist Expert Solutions — Authorized Help Desk Partner for TCS (EX Accounting Software) 1998 – 2009

• Provided technical and functional support to 500+ ERP software users as primary point of contact

• Developed FAQs, user guides, and documentation to improve self-service and reduce repeat queries

• Escalated and resolved recurring software issues in close collaboration with TCS product teams EDUCATION

High School Equivalency Diploma (GED)

Baltimore, MD Supplemented by 25+ years of direct client success experience across hundreds of active accounts ADDITIONAL INFORMATION

Work Authorization: US Permanent Resident — authorized to work without sponsorship Location: Open to remote, hybrid, or on-site roles in the Baltimore/DC metro area

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