Customer Success Manager
Advent eModal
Total years of experience :8 years, 10 Months
❖Managing 10 Global Accounts across APAC & EMEA with a book size of $2M.
❖ Maintained end-to-end accountability for customer satisfaction and overall delivery excellence.
❖ Work with Senior Leadership on forward planning and statistical analysis and budgeting.
❖ Conduct Monthly/Quarterly/Annual Business reviews for the customers including SLA, Ticket Volume, Outages, Upgrades, Invoicing etc.
❖ Manage projects and operational initiatives to deliver projects timely. Ensure no deadlines are missed and SLAs are being followed.
❖ Managing and guiding a team of 6 SDMs and 8 SDCs across APAC & EMEA.
❖ Managing multiple and diverse teams located across APAC & EMEA, well versed in ramping up capacity & expanding team size
❖ Ensured that the right type and number of resources that are required to fulfil the planned projects are available and in place.
❖ Managing 20 Global Enterprise Accounts in different industries like Retail, Manufacturing, Transport, Information Technology & Services.
❖ Creating Proposals, Key Account Management, business consultations and negotiations.
❖ Accountable for the development of accounts and increased consumption for existing customers.
❖ Establish strong relationships with customer leadership to drive a consumption roadmap and delivery execution oversight.
❖ Managing relationships with internal/external stakeholders and offshore/Onshore teams.
❖ Driving decisions, resolving conflicts, and ensuring follow communication.
❖ Managing a team of 4 Customer success associates and 2 solution architects.
❖ Managing 8 enterprise account of different industries like Medical, E-Commerce, Retail, Information Technology and Services.
❖ Performing initial onboarding of accounts with enterprise level customers ensuring strong adoption and ongoing engagement throughout the customer lifecycle
❖ Serve as the Smartsheet subject matter expert providing guidance and addressing challenges on work and collaboration to customers
❖ Conduct periodic health check-ups Monthly, quarterly, and annual reviews to ensure customers optimize our solutions, issues are resolved proactively, and customer goals are met
❖ Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
❖ Making Internal and External account Plans, CRM Strategy, Retention, Reactivation, Customer growth & Customer Journey.
❖ Part of the Business Excellence and Technology call with Manager and Senior Leadership team
❖ Assisted in creating Proposals, Key Account Management, business consultations and negotiations
❖ Initiated & maintained relationship with existing customers via meeting, telephone calls & Email
❖ Client & Vendor Contract management
❖ Staying in touch with procurement department to check on progress of existing orders & payment release
❖ Operations (resource, SLA, customer satisfaction & finance) & project governance (weekly & monthly reports) management
❖ IM Governance - Preparing and sending reports like open Incidents, Ageing Incidents, and Incidents with ‘Assigned’ status
❖ Initial Audit of Critical Incidents (P1/P2s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident Summary and necessary attachments are there.
❖ Owning & Maintaining project status tracker, issue tracker, risk tracker & reviewing SOP for real time health check
❖ Managed team of 30 people access APAC, EMEA, DACH & increased conversion rate
❖ Operate and improve IT service operation particularly incident management, problem management, change management processes
❖ Prepare & take follow-up from technical team on CAPA (corrective action & preventive action)
❖ Prepare & publish Service Level agreement report to respective stakeholders.
❖ Work with technical architects and related stakeholders to implement, maintain and improve the workflow of ticketing system tools.
❖ Ensuring process adoption and compliance through communication and training to respective stakeholders.
❖ Providing support to PepsiCo employees with login Account
❖ To make an initial diagnosis of the problem and attempt where possible to restore the service.
❖ Creating incident management tickets, requests management tickets and request tasks.
❖ Keeping track of the Service Level Agreements on daily basis.
❖ Daily reporting of performance on Service Level Agreements to senior leadership.
❖ Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents.