Senior Technical Customer Success Manager

SHARAN SINGH

325-***-**** Frisco, TX ******.***********@*****.*** LinkedIn

PROFESSIONAL EXPERIENCE

Senior Customer Success Manager January 2025 - Present Private Clients Remote

● Retained $750,000+ in recurring revenue across 35+ enterprise SaaS accounts by leveraging Salesforce CRM, customer health insights, and executive stakeholder engagement.

● Maintained 100% SLA compliance across 200+ customer engagements by coordinating requests through ServiceNow and collaborating across technical and business teams.

● Reduced customer escalations by 60% by analyzing customer health data, optimizing workflows, and managing priorities through Jira and Confluence.

● Accelerated issue resolution by 85% through structured onboarding, technical enablement, API troubleshooting, and cross-functional escalation management.

● Increased SaaS product adoption by 70% by developing customer education programs and utilizing Power BI reporting to identify adoption opportunities.

● Enhanced customer retention through workflow automation, KPI reporting, and operational improvements using Power Automate and advanced Excel analysis.

● Strengthened executive stakeholder partnerships by delivering strategic business reviews supported by customer health dashboards and performance analytics.

● Advanced renewal readiness by translating Voice of Customer feedback into actionable product recommendations while partnering with engineering and product teams.

Customer Success Manager, Technical January 2024 - December 2024 EXL Services (UNUM) Remote

● Protected $2,000,000 in annual revenue by optimizing Salesforce CRM, resolving enterprise platform issues, and improving customer-facing system reliability.

● Generated $900,000 in revenue growth by aligning technical customer success initiatives with customer objectives and platform adoption strategies.

● Elevated customer satisfaction by 80% through onboarding enhancements and technical support across Salesforce, CaseTrakker, and QNXT environments.

● Streamlined 160+ enterprise workflows by improving escalation management and automating operational processes.

● Expanded customer engagement by delivering onboarding resources and technical guidance for enterprise platforms.

● Established executive dashboards in Power BI and Tableau to improve customer health visibility and account planning.

● Developed customer-facing documentation and knowledge base resources that accelerated self-service adoption and reduced support dependency.

● Influenced long-term retention by partnering with product and operations teams to resolve customer issues and improve enterprise service delivery.

Client Services Analyst April 2022 - August 2023

Capgemini (CVS) Remote

● Improved onboarding experiences across $4,000,000+ enterprise portfolios by optimizing Salesforce CRM workflows and reporting accuracy.

● Safeguarded $2,500,000 in client revenue by improving platform reliability and leveraging data analysis to reduce system issues by 22%.

● Supported 15 enterprise platform releases impacting $1,800,000+ in accounts by coordinating customer communication and UAT readiness.

● Influenced $1,100,000 in revenue growth by aligning customer engagement strategies with evolving business objectives and platform capabilities.

● Increased cross-functional productivity by 110% through collaboration across customer success, engineering, support, and operations teams using Azure DevOps and Agile methodologies.

● Facilitated customer workshops and onboarding sessions focused on product adoption, platform optimization, and technical enablement.

● Enhanced customer health visibility through Power BI, KPI reporting, and executive dashboards that strengthened retention planning.

● Delivered actionable account insights through data analysis and stakeholder reporting that improved engagement and customer satisfaction.

EDUCATION

Master of Business Administration, International Business Western International University Bachelor of Business Administration Arizona State University SKILLS

Enterprise Customer Success Senior Customer Success Management Technical Customer Success Strategic Account Management Customer Lifecycle Management Customer Success Planning Customer Retention Customer Expansion Renewal Management Churn Mitigation Customer Health Scoring Customer Onboarding Customer Enablement Product Adoption Executive Business Reviews (EBRs) Voice of Customer (VoC) Customer Advocacy Stakeholder Management Escalation Management SLA Management Risk Mitigation SaaS Enterprise SaaS CRM Administration Business Process Optimization Workflow Automation Data Analysis KPI Reporting Business Intelligence Agile Scrum UAT Change Management Requirements Gathering API Analysis Cross-Functional Collaboration Tools: Salesforce CRM ServiceNow Jira Confluence Power BI Tableau SQL Postman JSON Azure DevOps Power Automate CaseTrakker QNXT Workday Microsoft Excel (Advanced) Visio Microsoft Project CRM Platforms Customer Success Platforms Reporting Dashboards Knowledge Management Systems Enterprise SaaS Platforms Workflow Automation Tools

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