umesh kumar

As a seasoned Customer Success Manager, I thrive on leading high-performing teams and enhancing customer relationships. With a proven track record in implementing innovative solutions to drive efficiency and improve satisfaction scores, I excel in stakeholder management, process automation, and proactive account management. I'm passionate about collaborating with cross-functional teams to achieve business objectives and coaching team members for continuous growth.

Throughout my experience, I've demonstrated exceptional skills in problem-solving, contributing to a positive customer journey. I'm adept at delivering exceptional customer experiences and consistently meeting revenue targets. With a strong background in customer service, I'm well-versed in CRM, KPI, CSAT, and DSAT.

As a leader, I've successfully built and scaled customer service processes, increasing efficiency by 25% through automation. I've also developed proactive account management functions to grow existing customer relationships, reducing customer churn by 15%. With a strong focus on data-driven decision making, I've utilized analytical tools to drive the best outcomes for customers and the business.