Customer Success Manager
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Accomplished client services professional with extensive 16+ years of technology experience and 12+ years as a CSM in building strategic relationships across a diverse portfolio of enterprise customers based in the Software as a Service (B2B) space. Successful customer champion with the ability to collaborate and motivate among cross-functional teams while driving revenue growth and retention. I am passionate about partnering with customers to help them achieve their objectives.
In my 16+ years of professional life, I found myself mainly in the Customer Success, User Engagement/Experience, Client Relations, Service Delivery (SaaS and IGA Projects) and Digital Marketing. I am familiar with many CRM tools like Salesforce.com, SNOW, Intercom, Zendesk, Marketo and Gainsight.
Empower company customers to improve their end-customers experiences and achieve business objectives through the adoption of company product
Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively
Understand Customer's current company implementation and ensure maximization of business value realized by the customer through consultative support, training and configuration optimization
Customer advocate within company providing feedback to engineering teams to develop / identify new features & products
Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate advocates to generate new business
Serve as the internal voice of the customer and advocate for your client’s needs (services, support, product management, executive alignment)
Manage and track key performance indicators (KPIs) in CRM - including renewal and expansion commitments - to ensure exceptional, predictable results
Calculate risk forecasts based on product adoption; close renewal, up sell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate
Identify opportunities for customer references and case studies
Lead a team of high-performing resources
B.Com with Computer Application
