Customer Success Manager - Resume Example & Template

Resume of Customer Success Manager in Text Format

SAHIL PURI

Phone Number:  9953776253 | Email : info@getsetresumes.com | LinkedIn: linkedin.com/company/getsetresumes 

CUSTOMER SUCCESS MANAGER-leveraging 7+ years of experience

Customer Success Manager has extensive experience in managing several accounts, boosting sales and revenue, designing client onboarding processes, and organizing a variety of professional events and meetups. Proactive, dynamic, and skilled troubleshooter, with a strong emphasis on developing and implementing process improvements to support company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic, and the ability to effectively handle pressure without compromising quality service.

PROFILE SUMMARY

• Competent in assisting customers as needed with setting up and navigating programs or software associated with a product or service
• Experience in promoting the value of the product and upselling services and products with brand image and promoting value through customer experience
• Proficient in assisting in creating training courses and educational materials for other members of the department
• Experienced in reviewing customer complaints and concerns and seeking to improve all aspects of the customer experience with the company

CORE COMPETENCIES

• Customer Service Management
• Complaint Resolution
• Retail Operations Management
• Customer Satisfaction
• Front-End Supervision
• Sales & Margin Improvement
• Performance Management
• Technical Expertise
• Crisis Resolution

PROFESSIONAL EXPERIENCE

Greenlam Industries Ltd., Noida  | Jan. 2018 – Present

Customer Success Manager

• Develop and drive both strategic and operational plans with VP level and other leaders across customers.
• Renew existing customer base & growing existing customer relationships with upsell/cross-sell.
• Partner with internal product and sales teams on integration, launch, maintenance, and other related activities, which have a direct impact on customer/partner metrics.
• Prepare and present proposed directions to management for buy-in and/or project and milestone reporting.
• Cultivate strong relationships with equal level counterparts within customer groups and manage and project/program manage day-to-day activities to drive key initiatives agreed by both parties.
• Effectively manage communication with customers to seamlessly execute programs and meet deliverables and deadlines.

Sahni Natarajan & Bahl, Greater Noida  | Apr. 2015 – Dec 2017

Associate Customer Success Manager  

• Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
• Executed a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
• Performed periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand use throughout the account.
• Developed tools, processes, and best practices to ensure customers are realizing the greatest possible value.
• Worked closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.
• Provided expert customer insight to product management, marketing, and sales on what innovation and continuous improvement are needed in the user experience. 

ACADEMIC CREDENTIALS 

Education – MBA (Marketing) | VIPS | 2015

B.A (Marketing) LPU Ahmedabad 2013

PERSONAL DOSSIER

Languages Known: English & Hindi 

~References and other documents available upon request ~