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Kshitij Sharma

@kshitijsharma

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Customer Success Manager with 7 years of experience in client relations.

India

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What I'm looking for

I am looking for a role that allows me to leverage my customer success skills in a SaaS environment, focusing on team scaling and delivering exceptional client value.

I am a customer-focused professional with over 7 years of experience in customer service, including 2.5 years at American Express. My expertise lies in managing relationships with both enterprise and SMB clients, such as Deloitte, GE, and Coca-Cola. I have a proven track record of driving customer success, increasing product adoption, and enhancing retention rates.

In my recent role as a Senior Customer Experience Specialist, I delivered exceptional support to clients by troubleshooting technical issues and collaborating with internal teams to ensure high satisfaction levels. My analytical skills have allowed me to identify trends in customer feedback, leading to improved service offerings and a significant increase in customer satisfaction scores.

Experience

Work history, roles, and key accomplishments

Current

Sr. Customer Experience Specialist

Current

American Express India Pvt. Ltd.

Jan 2022 - Apr 2024 (2 years 3 months)

Delivered exceptional customer support for enterprise and SMB clients, managing technical issues and ensuring high satisfaction. Collaborated with internal teams to drive customer retention and enhance success, while educating new clients to maximize account value.

Customer Success Customer Retention Cross Functional Collaboration Zoho

Credit Card Specialist

iEnergizer (CreditOne Bank)

Jan 2021 - Jan 2022 (1 year)

Managed customer inquiries and provided tailored solutions, ensuring high satisfaction and retention. Collaborated with product and technical teams to resolve escalated issues and enhance the overall customer experience.

Customer Service Problem Solving Customer Retention Technical Support Communication Skills Relationship Management Team Collaboration

Senior Technical Advisor

Concentrix Daksh Pvt. Ltd.

Jan 2018 - Apr 2019 (1 year 3 months)

Built strong relationships with Virgin Media clients, ensuring satisfaction and providing tailored solutions. Managed accounts, resolved service issues, and assisted with product onboarding to enhance the customer experience.