Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akanksha Shukla

Mumbai

Summary

Dynamic Customer Success Account Manager with a proven track record at Microsoft, excelling in client relationship building and needs analysis. Adept at trend forecasting and preparing contracts, I drive customer retention and satisfaction through strategic engagement and effective communication, ensuring successful onboarding and maximizing product utilization.

Overview

11
11
years of professional experience

Work History

Customer Success Account Manager

Microsoft
01.2024 - Current
  • Informed customers of promotions to increase sales productivity and volume.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Kept detailed records of daily activities through online customer database.
  • Consulted with businesses to supply accurate product and service information.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Contributed to team objectives in fast-paced environment.
  • Contributed to event marketing, sales and brand promotion.

Senior Customer Success Manager

Citrix
05.2019 - 02.2023

· Managing APAC and SEAKI region with focus on customer onboarding, retention, achieving business objectives and ensuring success through regular engagement.

· Be trusted advocate for our customers and work as extended team member for them within CSG.

· Worked on strategic accounts across India to ensure good customer experience delivered to customer from onboarding to support.

· Have worked closely with Sales teams to help transition account from Pre-sales to Customer Success Management program and identify evolving opportunities.

· Renewal forecasting and arranging meeting with respective team to find out potential churns and work towards those to retain those customers.

· Educating and helping partners with adoption and customer retention as well.

· Collaborating with Product Management and engineering team based. on customer feedback and discussions of roadmaps.

· Helping new team members with mentoring.

· Attended Sales QBR to understand challenges with cross team functioning and helped finding new opportunities to work upon.

Resolved conflicts between customer & organization's team and negotiate on mutually beneficial agreements.

Customer Success Manager

Citrix R&D
05.2019 - 02.2022

· Handling ANZ and India market customers for onboarding & adoption.

· Ensuring quick & hassle-free onboarding of users and maximum utilisation of the existing subscription through cross-functional coordination.

· Maintained deep understanding of service and speak with customers about most relevant features/functionality for their specific business needs.

· Proactively identify risks to customer achieving their stated business goals and work with product team to influence roadmap to build risk mitigation plan.

· Manage assigned customers and serve as first line of contact, post-sales and in production driving overall account health scores.

Also have Worked parallel with technical team during demo delivery or technical discussions

Senior Technical Support Engineer

Citrix R&D
03.2019 - 05.2019
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Delivered Tier-2 support and SME input to internal team and external customers.
  • Worked directly with NetScaler customers in rollout and post-rollout stages to train and support new applications and systems.
  • Was getting assigned to critical customer's support cases with strict SLAs.
  • Helping new team member and mentoring them on live troubleshooting calls.

Technical Support Engineer

Citrix R&D
03.2017 - 02.2019
  • ·Configuring, troubleshooting and inferring logs and queries/issues related to Citrix Products like ADC, WAF, Gateway,MAS, and other features like GSLB, HA, DHCP.
  • Handful of experience in Authentication modules, DNS, multi-tenancy platforms, free bsd ,TCP/IP, SSL module, policy configuration,
  • Troubleshooting certificates & secure compliant application traffic.
  • Operational understanding of authentication protocols.
  • Contributing towards enhancing knowledge base for engineers and customers.

Network Support Engineer

Sophos Solutions
06.2016 - 02.2017
  • Responsible for basic and advanced deployment, configuration and troubleshooting of Sophos UTMs.
  • Working on modules such as, Web Protection, Web Server protection,
  • Application Filtering, Intrusion Prevention, Firewall and QoS management.
  • ·Providing technical resolution to North America, Europe and
  • UK region end customers and partners on Network & Security Appliances.
  • Network and security related issue with concern of Sophos UTM in order to enhance their network optimization.

Senior Systems Engineer

Infosys Technologies
02.2014 - 05.2016
  • Configuration and Implementation Juniper Screen OS on SSG devices for Corporate and Enterprise customers.
  • Interacted with customers for giving solution to network and security issues over calls and emails.
  • Simulated scenarios in LAB for research and troubleshooting purpose.
  • Advanced TCP/IP troubleshooting using wireshark and snoop packet capture.
  • Assisted customers during critical outages and migration activities ensuring customer satisfaction.
  • Proper documentation related to each activity in every case while took ownership of cases.

Education

Bachelor of Technology - Electrical Engineering

Uttar Pradesh Technical University
Kanpur, India
06-2012

Skills

  • Preparing contracts
  • Customer training
  • Needs analysis
  • Trend forecasting
  • Business development and planning
  • Persuasive communication expertise
  • Opportunities identification
  • Client relationship building

Timeline

Customer Success Account Manager

Microsoft
01.2024 - Current

Senior Customer Success Manager

Citrix
05.2019 - 02.2023

Customer Success Manager

Citrix R&D
05.2019 - 02.2022

Senior Technical Support Engineer

Citrix R&D
03.2019 - 05.2019

Technical Support Engineer

Citrix R&D
03.2017 - 02.2019

Network Support Engineer

Sophos Solutions
06.2016 - 02.2017

Senior Systems Engineer

Infosys Technologies
02.2014 - 05.2016

Bachelor of Technology - Electrical Engineering

Uttar Pradesh Technical University
Akanksha Shukla