Rajesh R

Experience

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  Excel Callnet Pvt. Ltd.

  May 2005 - Apr 2007

  Tele Sales Executive

  · Worked as Outbound Sales Executive for different assignments including major cell phone service provider in UK, Australian process and US process.· Interacted with the customers to understand their needs/ requirements while assisted them for the required products/services and maintained healthy customer relationships to build the future perceptiveness.· Ensured timely service delivery while maintaining smooth operations across the units.· Responsible for ensuring proper implementation of competent activation with processes, policies and quality norms as defined by the company.· Highlighted issues related to process & system of the company while implemented corrective measures to ensure proper and effective process management.· Generated MIS reports while presenting the same to the Manager. Show less

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  Dell

  Apr 2007 - Feb 2014

  Client Technical Support Sr. Associate

  · Entrusted with the responsibilities of Technical Support Premium Queue and worked as Product Adviser in Outbound Sales Process for providing services to the US and Canada customers.· Mapped requirements and addressed and provided technical support services related to hardware and software problems/issues of the customers. Key point of contact for all related customer queries and issues.· Efficiently handled escalations for Software & Hardware troubleshooting and client interaction· Worked with the Retention Pilot Queue· Established and maintained healthy business relations with customers, enhanced customer satisfaction matrices by achieving delivery and service quality norms· Focused on increasing NPS and Loyalty Queue by providing excellent customer service along with the achievement of sales targets. Show less

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  Visionaire Technologies India Pvt. Ltd.

  Apr 2014 - Dec 2014

  Subject Matter Expert

  · Entrusted with the responsibility of handling a team of 15-18 people.· Providing support in resolving hardware and software related issues.· Providing process related training to the team and also to the new joiners.· Auditing calls and providing feedback to team.· Helping the team and organisation in achieving the sales target.

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  Rimits

  Dec 2014 - Jun 2015

  Assistant Manager (Operations)

  · Entrusted with the responsibility of handling a team of 12-15 people.· Focused on achieving excellent customer service.· Focused on achieving the sales target and maximising the revenue.· Providing process related training to the team and also to the new joiners.· Maintaining & analysing reports to achieve desired results.· Helping higher management in reducing cost.

• 

  Adobe

  Jul 2015 - Apr 2021

  • Managed a base of 2.4 mil spread across multiple Enterprise accounts• Ensuring customer success by driving adoption, managing customer relationships and sharing best practices• Developing strong, strategic relationship with customers to identify and leverage on the customers' business goals• Serving as primary point of escalation when customer issues arise and ensuring quick resolution• Managing relationship with existing accounts• Driving renewal within designated accounts• Working closely with our content strategy, product, and training teams to ensure learner success• Maintaining up-to-date knowledge of the competitive positioning of assigned Adobe solutions in the marketplace Show less

  • Customer Success Manager

    Jun 2018 - Apr 2021

  • Territory Account Manager

    Jul 2015 - May 2018
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  Zscaler

  May 2021 - now

  • Managing $13.5 mil book of business spread across multiple Large Enterprise accounts.• Aligning with Customer to understand and ensure their business objectives are realized.• Owning complete customer lifecycle starting from Deployment, Adoption, Expansion and Renewal• Running Quarterly Business Reviews (QBR) to show value realized from the platform.• Building Customer Succes Plan (CSP) to capture a customer’s top priorities (objectives & goals) and help build strategies.• Working closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunities• Understanding customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams Show less

  • Technical Account Manager

    Aug 2024 - now

  • Customer Success Manager

    May 2021 - Aug 2024