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Customer Success Manager(MM & ENT) Resume Example

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CUSTOMER SUCCESS MANAGER(MM & ENT)
Professional Summary

Polished, professional MM & ENT Customer Support and Technical professional with over 7 years of excellence in the Telecommunications, PC (Computers) , Satellite Radio, SAAS and AI/Machine Learning industries who handles over 1000 calls per month and skilled in resolving issues over Phone, Chat, Email and Forums. Ability to convey complex, technical concepts into understandable language for non- technical people. In-depth experience in Technical Issues, training new agents on process and applications. Proven ability to perform well under pressure with excellent leadership, management, communication, customer service, Revenue Management, Retention and problem solving skills.

Skills
  • TCP/IP and WAN
  • Product/Technical support
  • Team leadership
  • Customer Relationship Management (CRM)
  • Customer service specialist
  • Telecommunications/VOIP
  • Creative problem solver
  • Skilled Multi Tasker
  • Startup Experience
  • Oracle CRM
  • Siebel CRM
  • JIRA
  • SAAS
  • Intercom
  • Operating System
  • Customer Retention
  • Training new agents
  • Zendesk
  • Troubleshooting and diagnostics
  • Creative problem solver
  • Customer satisfaction
  • Supervising
  • Mid Market/Enterprise
  • SalesForce
  • Business Development
  • Accounts Management
  • Research and Analysis
  • Retention strategies
  • Strategic planning
  • Customer relations
  • Revenue generation
  • Service agreements
  • MS Office
  • Time/Project management
  • Revenue growth
  • Key accounts development
  • Training and development
  • Pre and Post Sales support
Work History
09/2019 to CurrentCustomer Success Manager(MM & ENT)Company Name | City, State
  • Driving on-boarding and scaled adoption for Mid Market and Enterprise Clients
  • Identifying and referring opportunities for expansion to our Sales Team
  • Primary point of customer contact, driving day-to-day customer engagement, adoption and fielding customer escalations as a trusted adviser provide technical training, product education and support
  • Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
  • Monthly and Quarterly business reviews with strategic accounts
  • Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with Sales, Support, Product Management, and Engineering
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Expert in understanding and troubleshooting technical infrastructure setup with customers
  • Provide Weekly/monthly reporting to senior management on assigned customer activity
  • Actively listening to customers to collect feedback about their experience, usage, and solution ideas
  • Quickly and clearly identify issues and proactively determine the next steps for resolution
  • Lead mid-tier and Enterprise customer engagements
  • Going the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied in a timely manner
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates
  • Managed technical integration, systems engineering program management, customer support and program management
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
03/2017 to 09/2019Advanced Technical Support Tier 3 (MM & ENT)Company Name | City, State
  • Led support team as level-three supervisor providing assistance daily to over 100 users globally in 24/7 support environment.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Became the lead "go-to" person for new reps and particularly challenging calls as one of the main mentors/trainer for new and established employees.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Retained existing clients and developed new accounts by extending high quality and efficient support service.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Applying troubleshooting techniques to resolve VOIP problems by utilizing CRM tools and reviewing logs.
  • Diagnosing network, router or connectivity issues to help improve Quality of Service for calls.
02/2014 to 08/2015Technical Support Specialist Tier 2 (MM & ENT)Company Name | City, State
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Supervising & Training new agents about the process, tools & applications and making sure they are ready to handle SMB clients and then MM and ENT Clients.
  • End to end ownership of client.
  • Providing root cause analysis of new issues and provide detailed analysis for our engineering teams.
  • Up to date knowledge on new hardware and software's to assist customer's issues .
  • Became the lead "go-to" person for new reps and particularly challenging calls as one of the main mentors/trainer for new and established employees.
  • Supervising the team in the absence of team lead and give team the assistance they need to reach the targets or parameters for the given day for the team.
02/2012 to 06/2014Technical Support Specialist Tier 2 (MM & ENT)Company Name | City, State
  • Processed over 70 support requests on an average everyday for technical assistance on wide range of issues related to product.
  • Solving customer's technical issues very quickly along with best customer satisfaction and experience.
  • Training new agents on the process, Tools & applications and supervise them till they are ready to hit the floor.
  • Provided solutions to operations issues for users via phone, email, live chat and web teleconference with end users.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Managed high levels of call flow and responded to high technical support needs of customers.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
  • Scored in top 5% of employees in successful resolution of issues and reaching targets Monthly.
Education
2016Master of Science | COMPUTER SCIENCENorthwestern Polytechnic University, City, State
2013BACHELOR OF SCIENCE | COMPUTER SCIENCE AND ELECTRONICSOsmania University, City
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Resume Overview

School Attended

  • Northwestern Polytechnic University
  • Osmania University

Job Titles Held:

  • Customer Success Manager(MM & ENT)
  • Advanced Technical Support Tier 3 (MM & ENT)
  • Technical Support Specialist Tier 2 (MM & ENT)

Degrees

  • 2016 Master of Science | COMPUTER SCIENCE
    2013 BACHELOR OF SCIENCE | COMPUTER SCIENCE AND ELECTRONICS

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