YOGESH KUMAR

Experience

• 

  Tata Consultancy Services

  Feb 2014 - May 2015

  PMO

  - Worked with PMO team as project assistance manager taking care of banking project, resource handling through tickets, and customer interaction.- Assisted in managing invoices and factors controlling them for banking sector.

• 

  BMC Software

  Jun 2015 - Feb 2020

  - Built client base and maintained client relationships and customer service quality of over 70+ clients across globe (mid and low touch accounts).- Increased customer satisfaction ratings to more than 90%.- Assisted in creating customer monthly e-newsletter delivered to over 500+ client POCs.- Worked closely with team to improve customer support experience which increased customer satisfaction 10%.- Maintained and delivered weekly and monthly custom reports for clients which further helped indriving value of services and application offered to clients.- Achieved 99% retention rate 6 months in row, thus reduced churn rate to 1% for assigned clients.- Conducting demos and training sessions for clients which increased adoption rate by 25%.- Created strategic success plans for my client base for their business requirements that helpedin achieving more than 90% customer satisfaction.- Monitored metrics and developed actionable insights to improve efficiency and performance within CSM team.- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.- Conducted regular business review to drive and demonstrate value achieved by client throughour services and application. Show less # Assigned one of major Pharmaceutical companies, Novartis, from operations perspective. - Handling operations side calls for customer (changes management, upgrades, issues discussion, etc.). # Leading Indicators - Responsible to drive CSAT from particular customer assigned. - Customer Satisfaction Survey - Issue Aging - Backlog of issues - Building faith and trust in operations for customer. # Service Review - Responsible to prepare and provide Weekly, Monthly metrics to immediate management for assigned customer. - Managing escalation very effectively and in professional manner for assigned customer - Insourcing new work and changes in process for better development of relationship with customer by partnering with other leads and managers. # Individual Contributor: - Worked as Operations duty manager reviewing daily operation activities for assigned clients. - Review summary and take appropriate action of escalating or engaging proper resource for issue resolution. - Getting support engaged with escalated issues and engaging customer and support better interaction for building relationships. - Work with SME's on escalated issues and ensure it reaches resolution.# Implemented and computerized day to day business operations of 2 enterprise customers.# Developed and launched pilot projects that helped in better customer handling and helped support to achieve their 93% highest CSAT.# Promoted after 16 months of employment for exceptional client account service. Show less

  • Customer Success Manager

    Oct 2016 - Feb 2020

  • Operations Manager

    Jun 2015 - Sept 2016
• 

  Global Governance Advisors

  Feb 2020 - Apr 2020

  Manager of Customer Success

  - Assisted and contributed in setting up operations within India.- Overseeing hiring, training, and professional growth of employees.- Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment.- Used critical thinking to break down problems, evaluate solutions and make decisions.- Onboarded new temps by entering employee information into systems.- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.- Proved successful working within tight deadlines and fast-paced atmosphere.- Created plans and communicated deadlines to complete projects on time.- Assisted sales and marketing department in market review and potential market for emPower board and committee meetings application.- Assisted sales and marketing department for strategic rollout of application and services within India.P.S: Short stay at GGA but huge learning and experience. Not given up, however, GGA-Indiaoperations got closed due to COVID-19. Show less

• 

  Sakon

  Jul 2020 - now

  I managed 12+ enterprise client relationships, overseeing $1.5M+ ARR from US and EMEA regions. Iefficiently resolved client escalations, handled 120+ daily service requests, and improved CSAT scores. Achieving client retention rates of 80-90%, I boosted application adoption by 30%. I reduced churn to<20% through strategic analysis, value addition, and contract negotiations. I initiated internal projects, improving CSM efficiency by 20% via Jira support rollout, training, and documentation. I led onboarding, provided team training, and maintained meticulous Salesforce and Gainsightdocumentation. Collaborating with management, I enhanced service processes and exceeded customer satisfaction goals. Show less - Managing 12+ key customer relationships for US and EMEA regions with $1M+ ARR (enterprise and mid-touch clients).- Resolved all client escalations and responded promptly to over 120 daily service requests, resulting in higher CSAT.- Achieved client retention rates of between 80‐90% in my client portfolio.- Assisted in increasing application adoption rate by more than 30%.- Decreased client churn rate to less than 20% by analyzing client’s needs, problem-solving critical issues, adding and demonstrating values, and contract negotiations with sales.- Initiated and assisted in internal projects which increased CSM's efficiency by 20%. This is based on Jira support application rollout, customer documentation and training sessions, and application demo.- Conducted regular business reviews to demonstrate the value of services and applications.- Lead customer onboarding for new services and modules with steady state.- Assisted employees and assessed CSM's performances to determine training needs and define accurate plans for decreasing process lags.- Conducted training and mentored team members to promote productivity and commitment to friendly service.- Created customer support strategies to increase customer retention.- Took ownership of customer issues and followed problems through to resolution.- Step by Step documentation in Salesforce and Gainsight tools for complete visibility and leadership reporting.- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.- Generated customer satisfaction surveys to analyze results into action plans.- Addressed potential cancellations and offered catered solutions to retain accounts.- Created and reviewed invoices to confirm accuracy.- Developed service procedures, policies, and standards.- Collaborated with upper management to improve customer service processes and support structures company-wide. Show less

  • Sr. Customer Success Manager

    Aug 2024 - now

  • Customer Success Manager

    Jul 2020 - Aug 2024