Jisha Thomas

Knowledgeable and Customer-driven Customer Success Manager with a wealth of experience in managing multiple accounts, increasing sales and revenue, developing client on-boarding processes and organising various professional events and meetups. Excellent problem solving skills and and significant ability to successfully lead and manage a group of people. Experience in different domain which have improved the scope of problem solving and interpersonal skills.

Customer Success Manager

HackerEarth(Feb,2021 - Present)

• Develop strategy and programs that directly influence up sell and renewals while working with the Account Managers to help retain customer for life.
• Identify expansion opportunities and collaborate with Account Managers to ensure growth and increase the reach of HackerEarth brand in the market.
• Develop and maintain long term relationships with key stakeholders.
• Perform regular follow ups with the customers to understand their usage pattern and guide them with the best practices.
• Drive adoption and usage across the customer base. Ensure that all customers derive maximum value from their investment in HackerEarth solutions.
• Keep customer churn at a healthy level, by paying close attention to product usage.
• Develop a comprehensive understanding of the customers, industry business challenges and objectives to appropriately map HackerEarth products(QBRs) and it's features and associated business benefits to address their needs.
• Identify at risk customers and help establish a successful account management routine and manage churn.
• Maintain strong working relationships with other customer facing personnel in the Sales, Marketing and Operations.
• Contribute thought leadership and best practice around business transformation.

Sell.Do(July 2017 - Feb 2021)

• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team. Team Management which includes monitoring their performances, overlooking their client engagement, upgrading their skills, managing their appraisals, Quarterly feedback and conducting monthly meetings.
• Monthly Meeting with client and MOM follow-up. Engaging Stakeholders. Aiming 100 percent retention.
• Promoting opportunities for two-way communication, Up-selling the product and engaging the client with all the product activities. Keeping customers informed of process and procedural changes. Monthly Client Health score checkup and action plan.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.
• New Feature introduction, analysis, documentation, Impact analysis and improving the results. Meetings scheduled with stakeholders and concerned teams to finalise the timelines and milestones. Leading NPS survey for entire CS Team and monitoring the action plan of Clients.
• GAP analysis of competitor CRMs, Documenting functional and business requirements in collaboration with the product development team. Solution Hub implementation, Conduct market research and market interviews to provide market data in support of Company Road Map initiatives as well as research for future product and development initiatives.

BE- Computer Engineering(SPPU)