Syndigo

Customer Success Manager

Gain Grow Retain

Member

CS Insider

CustomerSuccessBox

--> Administered a customer portfolio of $1M ARR by growing it from $700k.
--> Drove customer advocacy by delivering 3 case studies, 2 video testimonials and 25 G2 reviews.
--> Worked with CS department heads & directors and helped more than 30 SMB, Midmarket & Enterprise customers implement their CS technology platform from scratch and helped achieve desired business outcomes.
--> Projects managed: Streamlining internal SOPs & revamping CS processes, Develop Training Courses for Key User Segments and Email Campaigns for Customer Engagement.
--> Automated new user onboarding, reiterative CS workflows & communication by setting up automation journeys through our CS tech platform for more than 30 customers.
--> Defined Account health, Product Adoption Milestones, Playbooks, Risk / Upsell Alerts, & Automation Journeys on par with customer expectations and in alignment with their business outcomes.
--> Drive product adoption by delivering domain and product specific knowledge in the form of best practices, use cases and success plans, conduct QBRs & EBRs tailored to achieve each customer's business outcomes.
--> Work with Product and Engineering teams to identify gaps in user experience and help enhance the product to meet customer expectations.
--> KPIs: Onboarding, Adoption, Renewal, Upsell / Cross-sell, Advocacy, Case study, Testimonial, Reviews.
--> Typical day in my life as a CSM - https://customersuccessbox.com/blog/a-day-in-the-life-of-customer-success-manager-neesarahmed-gaha/

Sr. Customer Success Manager

Sabbatical

eClinicalWorks

--> Managed 75 SMB & Midmarket accounts with more than 1000 users in a SAAS environment, understanding customer needs by recommending best practices and implementing tailored solutions·
--> Administered a portfolio of approximately $3.6M ARR while having a retention ratio of 97.3%.
--> Managed more than 50 go-live projects in their delivery life-cycle along with timely and effective communication with customers regarding project timeline and implementation.
--> Identify at-risk renewals, churn, and deliver on customer remediation plans while making adequate salvage attempts towards client retention·
--> Manage customer life cycle by being involved from day one, conduct product training & kick-off calls to understand customer expectations, prepare a comprehensive KYC (SWOT analysis); implement ancillary products & reports·
--> KPIs: Onboarding, Product Adoption & Training, PSR (NPS), Renewal, Escalation management, Advocacy, Upsell & Cross-Sell.

Strategic Account Manager

TTEC

--> Worked at a Fortune 500 company, Rakuten where I aided customers (advertisers and publishers) to optimally use our platform for affiliate marketing.
--> Train newly onboarded advertisers in using our platform and tools such as Web services, Automate, Curate and rest API service to execute queries on the database server and retrieve product / merchandiser feeds.
--> Work on Tier I and Tier II investigations and escalations while documenting, triaging and reporting system bugs to our development team.
--> Managed Ad-hoc projects: Launch Suppression, Transaction Inquiries, Deals Feed processing, Product Feed integration and Accounting Escalations.
--> Grooming and mentoring new team members on Product, Process and Client Relationship Management.
--> KPIs: Onboarding, Adoption, Customer Satisfaction, QA, Upsell & Cross-Sell.

Technical Support Representative III

Technical Support Representative II

Technical Support Representative I

A passionate and highly motivated CCSM with over 5.5 years of experience in Customer Success Management; proven skill set in customer onboarding, profiling, product adoption, retention, forecasting, escalation management, advocacy, upsell, cross-sell and churn management.

Taplio

Neesar Gaha, CCSM's Linkedin Analytics

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Taplio

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Want to drive more opportunities from LinkedIn?

Neesar Gaha, CCSM's Linkedin Analytics