Customer Success Operations Manager

• Jul 2022 - Present

Customer Success Operations Manager

• Jul 2022 - Present

Operation Manager, Customer Success

• May 2020 - Jul 2021

• Managed renewals of mid and strategic accounts with $75K < ARR < $250K • Generated renewal reports with Tableau on a quarterly cadence to showcase up sell/ down sell/ churn/ NRR/ GRR and product usage/adoption which enabled CSM team to improve customer retention rate (~9%). • Refined Gainsight 360 dashboard - scorecard, success planning, CTA, and timeline. • Operated extensively in Salesforce. • Managed renewals of mid and strategic accounts with $75K < ARR < $250K • Generated renewal reports with Tableau on a quarterly cadence to showcase up sell/ down sell/ churn/ NRR/ GRR and product usage/adoption which enabled CSM team to improve customer retention rate (~9%). • Refined Gainsight 360 dashboard - scorecard, success planning, CTA, and timeline. • Operated extensively in Salesforce.

Head of Customer Success & Support

• Apr 2015 - Apr 2020

• Executed the engagement and support for 28000+ customers across different time-zones and improved the CSAT score from ~45% to >75% over 2qtr. by reducing FRT to < 2 hrs. • Excelled at management of the team, expanded a seed team consisting of 2 members to team of size 5 and enabled an SLA improvement of 80% for simple queries with shifts for covering multiple time zones. • Planned and deployed CRM software integration with 100% up-time that enabled a structured methodology for customer interactions (tickets, chat, phone).• Mined and analyzed data from CRM to intercept product feature definition during sprint planning process based on market research and competitive data. • Generated and analyzed CS metric reports on a quarterly cadence to improve health scores by identifying weak spots in resolution time, retention rates, per agent KPI leading to 20% reduction in customer escalations. • Led a map team developing core and custom map solutions and successfully delivered 1800+ core maps. • Provided 100+ product training demos to the customer base and new hires per year. Show less

Senior Technical Specialist

• Jan 2011 - Mar 2015

• Owned each active customer's experience across customer life-cycle, including on-boarding, driving adoption, debug, continued engagement for 15K customers. • Drove product feature enhancement (time series, export, themes, etc. averaging about 10 enhancements per quarter) by providing customer insight to product management, marketing, and sales teams.• Managed an average of 150 unique tickets across different levels of support categories.• Designed and built story boards for pre/post sales product demos that helped improve the conversion of prospective customers by 20% . Show less

Web Support Engineer

• Jan 2008 - Dec 2010

Involved in data mining and management of client web pages and was engaged in part time work for the above mentioned period. Involved in data mining and management of client web pages and was engaged in part time work for the above mentioned period.

Graphic User Interface Designer

• Jan 2001 - Apr 2002

• Conceptualized and developed a search engine that is available for free (100%) to the public and continues to be in use (Financial conduct authority) where people can search for information regarding all authorized financial firms in UK. • Conceptualized and developed a search engine that is available for free (100%) to the public and continues to be in use (Financial conduct authority) where people can search for information regarding all authorized financial firms in UK.