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.
· 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.
· 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