Panchkula, Haryana, India
With over 9 years of work experience in various customer-facing roles, I am a passionate and driven Customer Success Manager at 6sense, a leading account engagement platform that helps B2B organizations achieve predictable revenue growth. I have a strong background in computer engineering, business relationship management, and project management, and I enjoy solving complex problems, delivering value, and exceeding expectations for my clients. I am motivated by 6sense's mission to empower revenue teams with the insights and actions they need to engage the right accounts at the right time, and I am proud to be part of a diverse and innovative team that is transforming the way B2B sales and marketing work together. As a Customer Success Manager at 6sense, I perform a wide variety of functions to ensure customer satisfaction, retention, and advocacy. I manage a portfolio of strategic accounts, conducting weekly meetings, providing product education and guidance, handling escalations, and building long-term relationships. I also work closely with internal and external stakeholders to define requirements, deliverables, milestones, and performance metrics for each project, and I execute administrative meetings and events to showcase our products and services and their benefits. In addition, I implement research activities to analyze client feedback and monitor new and existing opportunities. Through these activities, I leverage my skills in B2B, project management, and technical communication, and I contribute to 6sense's growth and success.
I am a seasoned Senior Customer Success Manager specializing in the Mid-Market segment, bringing a wealth of experience and a proven track record of driving customer satisfaction and retention. With a strategic mindset and a deep understanding of customer needs, I excel in developing and implementing tailored strategies that maximize value and drive growth. In my role, I am dedicated to building strong, long-lasting relationships with clients, understanding their unique challenges, and collaborating cross-functionally to deliver innovative solutions. I leverage my expertise in customer success best practices, product knowledge, and industry trends to ensure that clients achieve their desired outcomes and realize the full potential of our partnership. My approach is characterized by a strong focus on communication, empathy, and problem-solving. I am adept at identifying opportunities for improvement, addressing issues proactively, and fostering a culture of continuous improvement. I thrive in dynamic, fast-paced environments and am committed to delivering measurable results that positively impact both the customer and the organization. I am excited to bring my passion for customer success and my drive for excellence to Birdeye, where I look forward to contributing to the success of our Mid-Market clients and driving mutual growth and success.
Perform a wide variety of functions, for example, weekly meetings via cadence calls, Customer Advocacy, remote management, escalation management, relationship management, Client engagements to ensure customer satisfaction Effectively document complex issues, accurately maintaining technical record to increase operational success Working with stakeholders to define requirements, deliverable, milestones & define the processes and performance matrix Executing administrative meetings of around 25 team member and events to educate and guide customers on our products and services and its benefits to support customer buying selection. Implementing research activities to analyze client feedback and monitoring new and existing project plans and executions for desirable results. Notifying process problems and challenges to sales and Quality departments and maintaining brand relationships with sales and Quality teams and clients effectively To work on product enhancements and defects to ensure better product quality ▪ To assist sales in building the sales pipeline by highlighting of any upsell opportunity
Started as a Techniocal Support Officer for AT&T process. Got Promoted as Subject Matter Expert and handled a team of around 20 people. Helped people in resolving technical issues for AT&T.