Suraj Nagrare
Customer Success and Onboarding Manager
Nagpur
Summary
Accomplished Customer Success Manager at Quintype Technologies Pvt Ltd, adept in customer onboarding and relationship building. Leveraged expertise in customer onboarding and account management to significantly enhance client satisfaction. Skilled in training and mentoring, effective communication. Proven track record in fostering strong customer loyalty and driving feature adoption.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Customer Success and Onboarding Manager
Quintype Technologies Pvt Ltd
Bengaluru, India (Remote)
03.2022 - Current
- Developing and executing customized Onboarding Plan
- Conduct engaging product training for new clients, providing hands-on experience and sharing best practices to boost their understanding and confidence.
- Oversee implementation of various third-party integrations based on client requirements, ensuring seamless onboarding experience
- Manage initial weeks of newly onboarded customers, serving as their go-to resource and guide to ensure smooth transition
- Organized weekly or monthly catch-up calls with customers to discuss their performance, gather feedback, and address any feature requests
- Building strong relationships with customers to ensure their satisfaction and loyalty, becoming their trusted partner in success
- Conducting Feature Adoption drive and maintain track of product usage by customers
- Planning of Quarterly Business Reviews (QBR) and discuss strategic plans to meet business goals
- Discussing feature or enhancement requests raised by customers with Product/Engineering team
- Identifying at-risk customers, creating strategic plan to retain customer and reducing churn rate
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Sr. Analyst
HCL Technologies
Nagpur, India (Remote)
07.2021 - 02.2022
- Worked as Service Desk Engineer to provide seamless customer service for B2C clients
- Trouble shooting MS Outlook and MS team related queries
- Managing access related concerns for newly onboarded employees
Chat Associate III
TTEC
Ahmedabad, India (Remote)
07.2020 - 07.2021
- Assisted US and UK customers for managing their e-commerce related concerns
- Assisted Sellers and Buyers for US and UK regions for popular e-commerce platform
- Mentoring new batches on Product and Services
Team Leader
IMS People
Ahmedabad, India
10.2019 - 05.2020
- Managed CRM and adding potentials leads in Salesforce CRM
- Managed Social media pages for UK clients such as LinkedIn, Facebook and Instagram
- Co-ordinate with Design team to get creatives designed for social media posts
Chat Associate III
TTEC
Ahmedabad
10.2016 - 10.2019
- Assisted US and UK customers for managing their e-commerce related concerns
- Assisted Sellers and Buyers for US and UK regions for popular e-commerce platform
- Mentoring new batches on Product and Services
Education
MBA - Human Resource And Marketing
DMIMS Nagpur
Nagpur 09.2017 - 07.2019
Bachelor of Mechanical Engineering - Mechanical Engineering
DBACER Nagpur
Nagpur 08.2012 - 07.2016
Science - Science
Higher Secondary School Certificate
Nagpur 08.2010 - 05.2012
High School Diploma -
Somalwar High School Khamla
Nagpur 06.2009 - 06.2010
Skills
Customer onboarding
Customer Relationship Building
Customer Service
Customer Retention
Customer Account Management
Training and mentoring
Hobbies
- Cooking
- Gardening
Timeline
Customer Success and Onboarding Manager
Quintype Technologies Pvt Ltd
03.2022 - Current
Sr. Analyst
HCL Technologies
07.2021 - 02.2022
Chat Associate III
TTEC
07.2020 - 07.2021
Team Leader
IMS People
10.2019 - 05.2020
MBA - Human Resource And Marketing
DMIMS Nagpur
09.2017 - 07.2019
Chat Associate III
TTEC
10.2016 - 10.2019
Bachelor of Mechanical Engineering - Mechanical Engineering
DBACER Nagpur
08.2012 - 07.2016
Science - Science
Higher Secondary School Certificate
08.2010 - 05.2012
High School Diploma -
Somalwar High School Khamla
06.2009 - 06.2010