Open to opportunities

harish basnett

@harishbasnett

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Results-driven Customer Success Manager with over seven years of experience.

India

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What I'm looking for

I am looking for a role that values customer relationships and offers opportunities for growth.

I am a Customer Success Manager with over seven years of experience in customer success, account management, technical support, and e-commerce. My journey has been marked by a commitment to building strong client relationships and enhancing customer satisfaction. I excel at understanding customer needs and delivering impactful solutions that drive product adoption and retention.

In my current role at HCLTech, I manage multiple premier customers, ensuring their needs are met through proactive communication and strategic oversight. My experience spans various industries, where I have successfully led initiatives to improve customer experience and drive sales opportunities. I am passionate about fostering long-term partnerships and aligning business goals with customer success initiatives.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Success Manager

Current

HCLTech

Jan 2024 - Present (1 year 5 months)

Managed multiple premier customer accounts in the United States, serving as a key interface within the global service organization and advocating for customer needs. Scheduled and led weekly/bi-weekly cadence calls with customers to address open action items and ensure contractual obligations were met.

Global Service Management Customer Advocacy Contractual Oversight Reporting Escalation Management Root Cause Analysis Change Visibility Inquiry And Credit Oversight

Technical Support Engineer

Zoho Corporation

Oct 2023 - Present (1 year 8 months)

Configured, optimized, and troubleshooted diverse email server environments, demonstrating extensive knowledge of IMAP/POP3/SMTP/ACTIVESYNC Protocols. Specialized in seamless email data migration and end-to-end email hosting setup, ensuring data integrity and tailored solutions.

Email Migration Email Hosting Setup Product Guidance Documentation

Support Engineer

Syncron Software Limited

Jul 2022 - Present (2 years 11 months)

Provided technical and business support to US customers, managing key relationships and acting as the primary escalation point for critical issues. Collaborated with internal teams to ensure smooth delivery of solutions and proactively identified opportunities to enhance customer satisfaction.

Technical Support Customer Relationship Management Escalation Management Customer Satisfaction Requirements Gathering Bug Reporting Case Management Root Cause Analysis

Technical Operations Analyst

Wells Fargo

Apr 2021 - Present (4 years 2 months)

Managed projects from start to finish, displaying strong leadership skills and adaptability to modern technology and software applications. Conducted root cause analyses on performance incidents and implemented customized solutions to reduce service disruptions by 60%.

Technical Troubleshooting Project Management Leadership Teamwork Communication MS Office Securedoc Winmagic Encryption Root Cause Analysis System Monitoring Data Analysis SecureDoc

Service Delivery Associate Level 2

Unisys India Private Limited

Jan 2019 - Present (6 years 5 months)

Managed incidents and allocated resources for installation and deployment projects. Collaborated with Project Managers to ensure smooth and timely installations.

Incident Management Resource Allocation Project Coordination Installation

Risk Investigator

Amazon

Jan 2017 - Present (8 years 5 months)

Identified, investigated, and resolved suspicious or fraudulent activities involving customer accounts, transactions, or third-party sellers. Reviewed and analyzed large data sets to detect anomalies and trends, providing insights and recommendations to reduce vulnerabilities.

Fraud Detection Fraud Prevention Data Analysis Investigation Compliance Customer Experience Process Optimization

IT Analyst

Planetpro Solutions Pvt Limited

Apr 2015 - Present (10 years 2 months)

Provided dedicated Level 1 support to the Cisco Sales Community via calls, email, and chat, dynamically implementing process improvements. Worked extensively on BMC Remedy Incident Management and Salesforce.com, creating custom objects and configuring security.

Process Improvement Salesforce.Com Custom Objects Standard Objects Profiles Public Groups

Education

Degrees, certifications, and relevant coursework

Anna University

Bachelor of Engineering, Computer Science

Completed a full-time Bachelor of Engineering degree in Computer Science. Gained foundational knowledge and practical skills in various aspects of computer science.