DEEPAK S
Manager - Customer Success
: 9686183140 Nationality : India
✉ : [email protected]
: Kr puram, Bengaluru, Karnataka.
Experienced Customer Success Manager with a proven track record in fostering client relationships, driving
product adoption, and reducing churn. Skilled in strategic planning, team leadership, and delivering
exceptional customer experiences. Adept at analyzing data to improve customer satisfaction and achieve
business objectives. Passionate about customer success and continuous improvement.
Work Experience
May 2021 - Manager - Customer Success
December 2023
Tracxn Technologies Limited Bengaluru,
Karnataka
Client Relationship Management: Proactively build and maintain
strong, long-lasting relationships with clients to ensure their satisfaction and loyalty.
Onboarding and Training: Lead the onboarding process for new clients, providing
comprehensive training and resources to ensure successful adoption of products/services.
Customer Advocacy: Act as the voice of the customer within the organization, advocating
for their needs and working with internal teams to address any issues or feedback.
Performance Metrics and Reporting: Monitor customer health metrics and analyze data to
provide insights and recommendations for improving customer satisfaction and retention.
Issue Resolution: Quickly and effectively resolve customer issues and concerns,
coordinating with technical support and other departments as necessary.
Strategic Planning and Growth: Collaborate with customers to develop strategic plans
for achieving their business goals, identifying opportunities for upselling and cross-selling
to drive growth.
May 2016 - Specialist - Customer Service
February 2020
Dell Technologies Bengaluru,
Karnataka
Customer Support and Assistance: Provide exceptional support to
customers by addressing inquiries, resolving issues, and offering solutions in a timely and
efficient manner through various communication channels (phone, email, chat).
Complaint Resolution: Handle and resolve customer complaints with professionalism
and empathy, ensuring customer satisfaction and retention while adhering to company
policies and procedures.
Product and Service Knowledge: Maintain a comprehensive understanding of the
company?s products and services to effectively assist customers and provide accurate
information.
Documentation and Reporting: Accurately document customer interactions, issues, and
resolutions in the company's CRM system, and generate reports for management review to
identify trends and areas for improvement.
Process Improvement: Identify opportunities for process improvements and provide
feedback to management to enhance customer service operations and overall customer
experience.
Cross-functional Collaboration: Work closely with other departments such as sales,
marketing, and technical support to ensure a seamless customer experience and to address
complex issues that require a collaborative approach.
July 2014 - Tech Support Executive
December 2015
Infinite Computer Solutions Bengaluru,
Karnataka
Provide Technical Assistance: Deliver timely and effective support
to end-users by diagnosing and resolving hardware, software, and network issues through
various communication channels such as phone, email, and in-person.
Manage Support Tickets: Track, prioritize, and document all support requests using a
ticketing system, ensuring thorough follow-up and resolution within established Service
Level Agreements (SLAs).
Install and Configure Systems: Perform installation, configuration, and troubleshooting of
operating systems, applications, and peripheral devices to ensure optimal performance and
user satisfaction.
User Training and Documentation: Conduct user training sessions and create detailed
documentation, including user manuals and knowledge base articles, to enhance user
proficiency and self-service capabilities.
System Monitoring and Maintenance: Monitor system performance and conduct regular
maintenance tasks, such as software updates, backups, and security checks, to maintain
system integrity and minimize downtime.
Collaboration and Escalation: Collaborate with other IT team members and escalate
complex issues to higher-level support or specialized teams when necessary, ensuring
seamless resolution and continuous improvement of support processes.
Education
March 2008 - Commerce - Sri Jagadguru Renukacharya College Of Science, Arts And
June 2010
Commerce
Undergraduate Bengaluru, Karnataka.
March 2007 - SSLC - BVN High School
May 2008
High School Diploma Bengaluru, Karnataka.
Skills
Relationship Communication
Management Skills
Problem- Product
Solving Knowledge
Analytical Project
Skills Management
Referees
Available on Request
