Customer Success Manager at MoEngage
7 Years of Experience
Bengaluru, Karnataka, India
78924*****
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Not Available
Customer Success focused individual with 4+ years in product support helping business adapt and transform to cloud platforms from the on-premise solutions. Possess strong experience in building, leading backend operations and on-boarding peers. Hands on experience in creating and seamless execution of processes, services for excellent customer experience. Passionate about "making things happen" which involves lobbying stakeholders from cross-functional teams to resolve product concerns and focus on driving amazing customer experience. I thrive on solving puzzles, how a small idea takes the shape of full-fledged business intrigues me. I like the enthusiasm, the everyday hustle, the connection that you feel with the product and your clients. Every day feels like an accomplishment.
MoEngage Inc., Others, Computer Software
Exotel
Exotel Techcom Private Limited
MoEngage Inc., Exotel, Exotel Techcom Private Limited, Exotel Techcom Private Limited, Exotel Techcom Private Limited, Homigo
Job Title : Senior customer success manager
Company name : MoEngage Inc.
Period : February 2022 - Present
Job Title : Senior customer success manager
Company name : Exotel
Period : October 2021 - March 2022
Location : Bangalore Urban, Karnataka, India
Job Title : Customer Success Manager
Company name : Exotel Techcom Private Limited
Period : June 2019 - February 2022
Location : Bengaluru Area, India
Job Title : Customer Happiness Warrior-Enterprise Accounts
Company name : Exotel Techcom Private Limited
Period : October 2018 - February 2022
Summary : >Provide pleasant and elite customer service for Exotel's Enterprise customers for the entire product suite leading to strengthening the trust factor.
>Identifying loopholes within the system and solving it by introducing efficient processes which are backed by data-driven decisions.
>Applying technology in multiple ways to configure the product to help customers consistently improve on streamlining operations.
>Introduced "Run Book" which enables the customer to troubleshoot basic product queries or provide relevant details on the concern which lead to a decrease in creating the number of support tickets and faster resolution times.
>Understanding the product limitations to set the right expectations with the customer and provide alternative solutions if any.
>Collate product feedback and interact with the product teams to consistently enhance the limitations and in rolling out features which are constantly asked by customers.
>Onboarding peers with the right set of training hence improving faster time to first value, a better understanding of the product and maintaining excellent customer service experience.
Location : Bengaluru Area, India
Job Title : Customer Happiness Warrior
Company name : Exotel Techcom Private Limited
Period : June 2017 - September 2018
Summary : >Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network Operations, Customer Success, Product and Finance teams.
>Work one-on-one with customers, helping them to get the most out of Exotel.
>Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
>Maintain knowledge base site. Write, edit and help create content whenever necessary.
Location : Bengaluru Area, India
Job Title : Operations Intern
Company name : Homigo
Period : January 2017 - April 2017
Location : Bangalore
English (Professional Working), Hindi , Kannada
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