janany nandakumar
@jananynandakumar
Client Success Manager helping international customers retain, expand, and resolve issues fast.
IndiaWhat I'm looking for
I’m a client-facing Client Success professional with 3+ years of experience managing accounts, onboarding, and ongoing support for international clients across banking, BPO, and SaaS environments. I own the client relationship end-to-end—from onboarding and requirement-gathering through proactive check-ins, escalation handling, and retention.
In my current Renewal Sales Representative (SaaS) role at Infoblox, I manage 200+ international accounts as the primary point of contact for renewals, queries, and objections. I proactively identify risks and expansion opportunities, collaborate cross-functionally with Sales, Finance, Legal, and Operations, and track KPIs in Salesforce (SFDC) while maintaining strong CSAT.
Previously, as a Client Care Executive at Standard Chartered Bank, I supported Nigeria and Ghana banking clients and resolved 20+ daily queries within strict SLAs—diagnosing and handling complex issues with a security-conscious mindset. I bring a data-informed approach using Zendesk and KPI reporting (CSAT, FCR, AHT, response time), along with fluent C1 English and an MBA in Marketing.
Experience
Work history, roles, and key accomplishments
Owns a portfolio of 200+ international client accounts as the primary point of contact for renewals, queries, and retention. Conducts proactive outreach, manages commercially sensitive data, collaborates cross-functionally to resolve complex issues, and tracks KPIs in Salesforce.
Served as the main point of contact for international banking clients across Nigeria and Ghana, resolving 20+ queries daily within strict SLAs. Resolved and escalated complex issues, maintained high CSAT through rapport and follow-through, and coordinated with internal teams to address account or technical issues.
Provided multi-channel support to North American clients using Zendesk, managing inbound cases, outbound follow-ups, and end-to-end ticket resolution within SLA. Identified recurring issue patterns to improve support workflows and consistently met KPIs in a high-volume environment.
Education
Degrees, certifications, and relevant coursework
SRM Institute of Science and Technology
Master of Business Administration, Marketing
2023 - 2025
Pursued an MBA with a focus on Marketing at SRM Institute of Science and Technology from 2023 to 2025.
SRM Institute of Science and Technology
Bachelor of Science, Mathematics
2018 - 2021
Completed a B.Sc. in Mathematics at SRM Institute of Science and Technology from 2018 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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