Mar 2022 – May 2022 · 2 mos · Greater Bengaluru Area

• Spearheading delivery of Client Service excellence globally, effectively managing any risks and issues, and providing regular updates to clients on the progress of customer service projects and campaigns that directly affect each client.
• Continually aligning with sales and pre-sales teams to manage customer relationships, drive customer satisfaction and achieve business objectives.
• Establishing ROI-positive relationships with executive sponsors and decision-makers post-tracking accounts to identify churn risk and proactively eliminate the risk.
• Executing risk assessment, anticipating challenges, and providing escalation management when necessary while collaborating and assisting with running sales cycles and assisting with up-sell, cross-sell, opportunities, renewals & account growth.
• Managing all post-sales activity for the North American region through strong customer relationship-building, product knowledge, planning, and execution and handling renewal discussion negotiations, and preparing proposals, including renewal rate calculations and contract preparation.

Jan 2020 – Mar 2022 · 2 yrs 2 mos · Greater Bengaluru Area

• Act as a primary point of contact, engaging the right resources within Akamai to both manage and escalate business issues.
• Serve as an escalation point for all Customer related Service issues.
• Align with sales and pre-sales to manage customer requirements, and customer satisfaction, achieve business objectives, and maintain customer relationships.
• Anticipating challenges, and providing escalation management when necessary while collaborating.
• Assisting up-sell, cross-sell, opportunities, renewals & account growth.
• Post-sales activity like maintaining and building strong customer relationships, product knowledge, planning, and providing account health check reports and business reviews.
• Skilled in Stakeholder Management, Cross-geo collaboration, Product Operations & Account Management
• Responsible for resolving all the issues related to billing and collections such as invoice issues, raising credits, collection assistance, and custom billing requirements.
• Generating revenue for Akamai by working with the customer to upgrade services. Help identify opportunities where Akamai services fit their ongoing business strategy.

May 2017 – Jan 2020 · 2 yrs 8 mos · Bengaluru, Karnataka, India

• Initiated pilot batch for Epicor-10 ERP product within Epicor.
• Provide daily support to On-Premise and SaaS customers with Install, Upgrade, Patch Install, and Application Pool Administration in the ERP domain.
• SQL query writing & running scripts in SSMS. Basic Database Management (Archiving, Restoring, Testing, and Upgrading)
• Escalation Management, Timely response to end users.
• Monitoring and Documenting all steps and support interactions for Knowledge base articles.

Jul 2014 – Apr 2017 · 2 yrs 9 mos · Bengaluru Area, India

• IIS personal that deals with all the security needs to be provided to a website.