Mani Kanta
Customer Success Manager at Replicon- Claim this Profile
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Bio
Credentials
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IT Information Library Foundations Certification (ITIL)
SimplilearnMay, 2020- Nov, 2024
Experience
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Replicon
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Canada
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Software Development
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700 & Above Employee
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Customer Success Manager
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Jun 2021 - Present
Profile Roll & Responsibilities: Customer Success Manager (CSM) • Maintain a Book of Business. Mitigate churn by retention, up-sell or cross-sell. • Accurate forecasting to assist company’s growth. • Protect and grow revenue on the existing install base, managing customer life-cycle, ongoing support around customer service levels, customer contract renewals, increase footprint within the business, forecast and reduce churn. • Complete understanding of the customer's business needs to ensure customer satisfaction and encourage continued long-term relationship and help identify opportunities where Replicon fit their ongoing business strategy. • Stay current with product knowledge of Replicons software solutions • Manage and retain revenue for a territory's install base of accounts. Run it like an autonomous business. • In this current roll, I managed around 200 customer accounts worth $0.59 Million in revenue. Exceeded goals with a high client renewal rate every quarter Provided timely resolutions for product enhancements and improved customer experience.
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Infosys BPM
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India
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IT Services and IT Consulting
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700 & Above Employee
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Technology Specialists
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Apr 2017 - Apr 2020
Profile Roll & Responsibilities: Worked as Account Manager (CSM) for Cisco WebEx Process • Managing a team in a TAC organization which has 3 different support channels • Making sure as a business, we are meeting SLA on all Support Channels. • Keeping a positive relation with the internal teams and join regular meetings with the other teams to synch up on the latest updates. • Quickly respond to Service interruption and Internal outage situations and keeping the leadership posted on the updates. • Identify any new trends and make operational adjustments to address it. • New Hire review after Initial Training, to understand if they are ready to hit the floor or require retraining. • Motivating team members to deliver what was expected and more • Troubleshooting WebEx technical issues and answering account related queries. • Diagnosing the issue. • Log cases, take ownership of each and every issue and provide resolution • Worked on campaigns like Financial Retention, Zero Renewal, WebEx online Suspension, Conversion and Adoption, Corporate Account Adoption and Upsell. • Driving different projects like retention upsell collections, conversion and expansion which help to analyze the churn trend. • Driving the execution of client facing activities to conclusion in a quality, timely, and correct manner. • Building relationships with clients. • Navigating and escalating effectively within Cisco. • Maintain and develop existing and new prospects through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer satisfaction. • Respond to and follow up sales enquiries using appropriate methods. Communicate and negotiate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships.
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Randstad
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Netherlands
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Human Resources Services
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700 & Above Employee
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Customer Support Engineer
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Aug 2015 - Apr 2017
Profile Roll & Responsibilities: Worked as Account Manager for Cisco WebEx Process (Workplace – Cisco) • Troubleshooting WebEx technical issues and answering account related queries. • Diagnosing the issue. • Log cases, take ownership of each and every issue and provide resolution • Worked on campaigns like Financial Retention, Zero Renewal, WebEx 11 Suspension, Conversion and Adoption, Core Account Adoption and Upsell. • Driving different projects like retention upsell collections, conversion and expansion which help to analyze the churn trend. • Driving the execution of client facing activities to conclusion in a quality, timely, and correct manner. • Building relationships with clients. • Navigating and escalating effectively within Cisco. • Maintain and develop existing and new prospects through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer satisfaction. • Respond to and follow up sales enquiries using appropriate methods. • Communicate and negotiate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships.
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Education
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2000 - 2004
TES Polytechnic
Diploma of Education, Computer Science -
New Horizon College of Education 100 Ft. Road, H.A.L II Stage, Indiranagar, Bangalore-08(PA)
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