Salesforce
Baraneedharan A
Customer Success Manager
Chennai
Summary
Dynamic Customer Success Manager with 7+ years' experience and a strong background playing a vital role in the development, management, growth and retention of key accounts for a wide range of organizations. Service-centric leader dedicated to fueling revenues, enhancing client experience and achieving top brand loyalty. Highly adept in performing within high-pressure and deadline-driven environments, driving full sales lifecycles with focus on territory expansion.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Customer Success Manager
Arcadia
Chennai
01.2023 - Current
- Fostered and maintained strong relationships with US-based clients, ensuring customer satisfaction and success through proactive support and personalized communication.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategies to increase customer retention.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Skilled in using social media management tools to monitor, prioritize, and address escalations, to bridge the gap between customer concerns and timely resolutions
- Managed up to 500 incoming emails per day from customers.
Customer Success Manager
BYJU'S
Bangalore
10.2021 - 12.2022
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions which resulted in Retention KPIs by 54% for the month December 2021.
Senior Product Specialist
BYJU'S
Bangalore
10.2018 - 09.2021
- Collaborated with cross-functional teams to ensure seamless product launches and updates.
- Spearheaded continuous improvement initiatives to enhance overall team performance and productivity levels.
- Boosted customer satisfaction rates through timely resolution of concerns and regular follow-ups on feedback received.
- Maintained customer satisfaction rate of 95%; Solved 20 - 35 tickets on daily basis.
- Mentored junior team members towards professional growth, fostering an environment conducive to knowledge sharing.
Business Development Associate
BYJU'S
Chennai
10.2017 - 10.2018
- Developed proposals and presentations that effectively communicated the solutions to potential clients, securing numerous contracts.
- Engaged with 5000+ customers to build business relationships.
- Identified opportunities for upselling and cross-selling within existing client base, generating additional revenue streams.
Education
B.E. - Mechanical Engineering
KCG College of Technology
Chennai 05.2013 - 2017.04
Skills
Customer account management
Training and mentoring
Stakeholder management
Negotiation
Software
Freshdesk
Leadsquared
Okta, Osprey
Zendesk & ZD Dashboard
Notion, Guru, Lattice
Playvox, Maestro QA
Certification
Post Graduate Program in Management for Executives with Specialization in Marketing Management
Timeline
Customer Success Manager
Arcadia
01.2023 - Current
Customer Success Manager
BYJU'S
10.2021 - 12.2022
Senior Product Specialist
BYJU'S
10.2018 - 09.2021
Business Development Associate
BYJU'S
10.2017 - 10.2018
B.E. - Mechanical Engineering
KCG College of Technology
05.2013 - 2017.04
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