Vivek Sharma

I’m a Customer Success Team Manager with 8+ years of experience focused on customer satisfaction, retention, and scalable onboarding. I’m known for managing and growing enterprise-level and SMB accounts through clear communication, strong interpersonal skills, and a relentless focus on customer outcomes.

At iEnergizer - T-Mobile, I standardized and scaled the client onboarding framework to accelerate time-to-value and ensure 100% successful device activation. I lead and mentor a team supporting 500+ SMB accounts, achieving a 92% customer satisfaction rate.

I also design and execute proactive retention strategies for legacy accounts, safeguarding long-term recurring revenue and consistently exceeding quarterly Gross/Net Retention Rate (GRR/NRR) targets. I spearhead cross-departmental initiatives with Product, Sales, and Support to optimize product delivery and service value, directly driving loyalty and renewals.

Previously at Tech Mahindra - Verizon, I managed a high-value Verizon Wireless enterprise/Business account portfolio and used customer feedback to shape improvements, increasing client retention rates by 12%. Earlier at Teleperformance - AT&T, I supported executive reporting, contributed client insights to product enhancements, and resolved complex client concerns with speed and trust.