Open to opportunities

shailesh parmar

@shaileshparmar

Message

Accomplished Customer Success Manager with 13+ years of experience.

India

Message

What I'm looking for

I seek a role that fosters collaboration, encourages growth, and values customer-centric strategies.

I am an accomplished Customer Success Manager with over 13 years of experience in managing client relationships, driving adoption, and ensuring exceptional customer satisfaction. My proven track record includes maintaining a 95% client satisfaction rate and achieving 100% renewal rates across strategic accounts. I excel in strategic relationship management, proactive problem-solving, and effective communication, which have been pivotal in enhancing client experiences and driving revenue growth through upselling and cross-selling initiatives.

In my current role, I utilize a SaaS model to onboard and retain B2B clients, resulting in a 90% retention rate and a 20% increase from the previous year. I have successfully revamped the client onboarding process, significantly increasing customer satisfaction by 30%. My experience includes collaborating with cross-functional teams to deliver tailored solutions and manage escalations effectively, ensuring alignment with business objectives and driving client engagement.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Current Company

Apr 2023 - Present (2 years 3 months)

Accomplished Customer Success Manager with 13+ years of experience in managing client relationships, driving adoption, and ensuring exceptional customer satisfaction. Proven track record of maintaining a 95% client satisfaction rate and achieving 100% renewal rates across strategic accounts.

Customer Success Client Relationship Management Onboarding APIs CRM Tools Escalation Management Data Integration

Assistant Manager (Client Success)

Whitehat Junior Pvt Ltd

Nov 2021 - Apr 2023 (1 year 5 months)

Oversaw a team of 15 Relationship Managers, driving performance and fostering a collaborative environment. Managed relationships with B2C clients and High-Net-Worth Individuals, delivering personalized solutions that boosted customer satisfaction and retention rates.

Team Leadership Client Relationship Management Performance Reviews Onboarding Cross Functional Collaboration Customer Retention Coaching Client Engagement

Senior Relationship Manager

Toppr Codr

Sep 2020 - Oct 2021 (1 year 1 month)

Managed 350+ high-profile customer accounts, implementing tailored solutions that increased retention rates. Designed onboarding strategies that boosted product adoption and ensured exceptional customer service.

Account Management Customer Retention Customer Onboarding Strategy Customer Service Conflict Resolution Data Analytics Mentorship Customer Engagement

Client Support Manager

Whitehat Junior Pvt Ltd

Mar 2019 - Aug 2020 (1 year 5 months)

Streamlined troubleshooting processes, significantly reducing average resolution time. Developed training programs for new hires and promoted upselling opportunities to drive revenue growth.

Troubleshooting Technical Support Training Development Upselling Customer Feedback Continuous Improvement

Customer Support Manager

Dell Technologies

Nov 2011 - Jan 2019 (7 years 2 months)

Leveraged technical expertise to troubleshoot complex hardware and application issues, ensuring efficient resolution and fostering strong customer relationships. Consistently exceeded customer satisfaction goals.

Technical Support Customer Satisfaction Cross Selling Customer Engagement Relationship Management