Shabrish Krishnaswamy

Customer Success Manager with 9.5+ years building and managing relationships with international, multi-region clients (US, UK, Canada, APAC) across Healthcare, SaaS-adjacent, Hospitality, and Digital Marketing environments. Track record owning the full client journey — onboarding, implementation, business reviews, and retention — while proactively identifying risk to client satisfaction and advocating for client needs across Product, Support, and Sales. Skilled at tracking KPIs and account-health data to guide decisions, with hands-on CRM experience across HubSpot, Salesforce/Zoho, and ServiceNow.

Implementation Manager at JoulestoWatts Business Solutions (2025-12 – 2026-04)

• Served as primary point of contact for 15+ international enterprise accounts across the US and Canada, onboarding and guiding clients through implementation with 100% on-time milestone completion.
• Tracked account health and KPIs in HubSpot, identifying satisfaction trends and consistently retaining accounts against ~90% CSAT and <15% churn targets.
• Proactively identified risk to client satisfaction and retention, resolving concerns before they escalated to churn events.
• Advocated for client needs internally, partnering with Sales, Delivery, and Support to ensure client requirements were met on schedule.
• Managed and resolved client escalations via ServiceNow within SLA, protecting satisfaction during critical situations.
• Ran recurring check-ins and business reviews with clients, using KPI data and feedback to guide account strategy.

Senior Client Specialist at Sagility Healthcare (2025-06 – 2025-12)

• Managed day-to-day customer operations for a portfolio of enterprise healthcare accounts, maintaining full SLA compliance and quality standards.
• Diagnosed recurring workflow bottlenecks and implemented process fixes that streamlined escalation paths and lifted operational efficiency.
• Maintained customer-facing performance reporting and documentation, contributing to continuous-improvement initiatives that drove measurable KPI gains.
• Resolved customer escalations within agreed turnaround times, sustaining high satisfaction scores across the engagement.

Senior Client Servicing Associate at Deloitte Digital (2020-03 – 2024-09)

• Managed relationships for international enterprise clients across simultaneous US, UK, and APAC accounts, serving as the primary point of contact throughout the engagement.
• Tracked KPIs and campaign performance for a portfolio of enterprise accounts; ran regular business reviews with senior client stakeholders to surface trends and guide retention strategy.
• Reduced average escalation resolution time by proactively coordinating with internal teams, directly improving client retention and satisfaction.
• Led process-optimization initiatives that streamlined service delivery workflows, reducing turnaround time and lifting team productivity.

Client Service Executive at Ananth Wiretech Tooling Pvt. Ltd. (2018-11 – 2020-03)

• Served as first point of contact for client communication, service requests, and issue resolution, improving CSAT through proactive account ownership.
• Partnered with production and support teams to ensure on-time delivery against customer requirements, managing expectations across the full delivery timeline.

Associate Client Manager at R.R. Donnelley (2015-10 – 2018-11)

• Served as single point of contact (SPOC) for enterprise customers and senior stakeholders, coordinating operational activity across multiple internal teams.
• Managed escalations, service requests, and client communications in support of account management and process-improvement initiatives.

Customer Service Executive at HCL Technologies (2014-02 – 2015-10)

• Delivered customer support via email and chat, consistently meeting quality and productivity targets, with recognition for customer satisfaction and operational excellence.

Bachelor of Engineering – RVS College of Engineering (2009-08 – 2013-05)