Dvey Jain

Performance Marketing Manager

Delhi, India10 yrs 11 mos experience
Most Likely To SwitchAI Enabled

Key Highlights

  • 14 years of experience in customer success management.
  • Proven track record in driving customer retention and satisfaction.
  • Certified in multiple cloud platforms and generative AI.
Stackforce AI infers this person is a Customer Success Manager with expertise in Cloud Services and Financial Technology.

Contact

tigerroar89@gmail.comLinkedIn

Skills

Core Skills

Customer Relationship ManagementStakeholder ManagementBusiness AnalysisTraining And Development

Other Skills

AWSAnalytical SkillsArtificial Intelligence (AI)Attention to DetailAzureBusiness AnalyticsBusiness DevelopmentBusiness PlanningBusiness Process ImprovementBusiness Relationship ManagementBusiness StrategyChange ManagementClient CommunicationClient RelationsCloud Computing

About

I’m a seasoned Customer Success Manager with over 14 years of experience in the financial services and technology industry. I’m passionate about creating exceptional customer experiences and driving business success. In my current role at Rackspace Technology, I work collaboratively with stakeholders across the board to drive productivity and deliver revenue growth. I have a well-honed expertise in stakeholder management, business analysis, customer relationship management, and strategic thinking. I have a proven track record of leading cross-functional teams to ensure business continuity, risk mitigation, and process enhancements. I’m also certified in AWS Certified Cloud Practitioner - Amazon Web Services (AWS), Microsoft Cloud Fundamentals, Google Cloud Platform, and Generative AI for Business Leaders. In my leisure time, I love to engross myself in football and indulge in penning my thoughts. Let’s connect and explore how we can work together to achieve your business goals!” Strengths (Clifton) : Ideation + Strategic + Significance + Maximizer + Relator

Experience

10 yrs 11 mos
Total Experience
3 yrs 7 mos
Average Tenure
4 yrs
Current Experience

Rackspace technology

3 roles

Commercial Client Executive - Managed Public Cloud (MPC)

May 2025 – Present · 1 yr 1 mo

Customer Success Manager - Managed Public Cloud (MPC)

Feb 2023 – May 2025 · 2 yrs 3 mos

  • Establishing and nurturing strong customer relationships with Rackspace clients utilizing Hyperscaler platforms such as AWS, Azure and Google Cloud Platform alongside FAIR (Foundry for AI by Rackspace - Generative AI).
  • Overseeing customer projects and ensuring timely delivery through effective management across Saas / Paas / Iaas Cloud service models.
  • Building a robust rapport with clients pre and post-sales, aligning with evolving customer priorities and business growth visions.
  • Coordinating customer requested maintenances, conducting quality checks to prevent service failures.
  • Organizing and leading customer meetings to maintain a 92% retention YTD, effectively mitigating churn.
  • Conducting NPS analysis and discussions to uphold the highest standards in customer satisfaction, 9:1 on P to D ratio.
  • Validating, negotiating, and processing service credits, as well as developing service improvement plans.
  • Managing contract renewal negotiations, employing winning strategies, and generating ad-hoc reports for consistent uptrends in customer acquisitions.
AWSAzureGoogle Cloud PlatformCustomer Relationship ManagementNet Promoter ScoreRetention Strategies+3

Customer Success Manager - Private Cloud

May 2022 – Jan 2023 · 8 mos

  • Collaborating with clients and internal stakeholders within a Managed Services environment.
  • Identifying opportunities within the assigned account base to expand the Rackspace footprint.
  • Managing contracts by achieving both in-contract and out-of-contract renewal quotas.
  • Establishing rapport to understand customer preferences and adapting accordingly.
  • Focusing on customer retention by offering diverse cloud solutions based on customer requests.
  • Conducting NPS analysis and engaging in discussions with clients to enhance their experience with Rackspace Hosting Services.
  • Collaborating cross-functionally with the Sales and Product Departments, providing report analysis of trends in customer behavior and user experience every quarter.
  • Managing account pipelines and converting win/back opportunities.
  • Handling a book of business valued at approximately 2.4 million USD.
Customer Relationship ManagementNet Promoter ScoreCross-functional Team LeadershipStakeholder Management

American express

3 roles

Lead Business System Analyst (B30)

Promoted

Jul 2016 – Mar 2021 · 4 yrs 8 mos · Gurugram, Haryana, India

  • Leads OSS Team's day to day operation to help strengthen Global New Accounts (GNA) Business Continuity & rectify issues pertaining to Application Life Cycle. Markets - US, Canada & Mexico.
  • ● Manages stakeholders across different market regions (US, Canada & Mexico) to maintain the highest standards of productivity for the Clients. E.g. Leads Executive & Quarterly Business Reviews (EBR’s & QBR’s) with key Stakeholders for Expansions, Risk Mitigation, System enhancement & other technical / functional specific implementations for a proactive & seamless experience, impacting ~24% spike in services rendered for FY 2020 & an ~11% increase in the Annual business revenue YoY.
  • ● Mentor’s a team of business analyst (Band 30's) to achieve success on daily productivity, key projects e.g. performing anonymous Voice of Customers (VOC’s) surveys for the vertical thereby identifying & resolving those key concerns which directly influence the End User, Major Incident Management (MIM’s), Service Now requests etc. which lead to a whopping ~19% up-trend in Customer Experience 2nd half, FY 2020.
  • ● Suggests critical process improvements which prove Pivotal from a Customer Success point of view e.g. Restructuring the Pager Handling Process for the vertical to ensure a better Outage Reporting System & thereby collaboration over effective coordination & enhanced business continuity structure. Also, leads the End to End Performance Enrichment Program (PEP) internship for the vertical, setting up assessments, co-hiring & training interns & full time resources (fellow Band 30’s) from 2018-2020.
  • ● Builds strong yet meaningful business relationships with Clients, spearheading the meetings with priority on effective communications & exceptional Customer experience to maintain the highest standards of productivity ensuring enhanced performance levels, conflict resolution & reduction in service impairments etc even amidst travel restrictions (WFH / Remote) via Webex & Zoom calls.
Stakeholder ManagementBusiness AnalysisProcess ImprovementCustomer Experience

Lead Analyst

Promoted

May 2014 – Jul 2016 · 2 yrs 2 mos · Gurugram, Haryana, India

  • Expands GNA’s training reservoir by Coaching CCP’s, identifying resolutions for processing defects & creating performance reports to enhance productivity. Markets - US
  • ● Collaborates with experts from Different LOB’s of GNA to share best practices, upskill one another & to create action plans over forecasted hurdles over leadership meetings & power hours impacting a ~6 % quarterly increase in First call resolution (FCR).
  • ● Mentor’s & trains the interns for GNA in specialized skills, promotes the firm's ethics & values via presentation’s & coaching sessions to solidify belief in the brand & elevate performance expertise over quarterly batches during FY 2015 - 2016.
Performance ReportingTraining and DevelopmentCollaboration

Master Analyst

Apr 2012 – May 2014 · 2 yrs 1 mo · Gurugram, Haryana, India

  • Displays stellar performances for GNA as a front end resource & gets upskilled to all 5 verticals to become a universal resource. Markets - US.
  • ● Ranks amongst the top performers for GNA showcasing top tier results in NPS (Net Promoter Score) thereby getting upskilled to various LOB’s e.g. Balance Transfers, Limit Increase, Fraud, Media, Error Correct.

Wipro

Customer Service Team Lead

Jul 2009 – Mar 2012 · 2 yrs 8 mos · Delhi, India

  • Champions knowledge base across 3 different LOB’s of the firm and thereafter assists managers over Team Handling responsibilities.
  • ● Demonstrates expertise in markets like US, UK & GAR (Greater Asia Region) serving different LOBs for the firm i.e. Verizon, Kodak & AOL.

Education

Delhi University

Bachelor of Commerce - BCom

Jun 2008 – Jul 2011

Project Next (Online)

Digital Product System (Click to Learn Courses)

May 2021 – Jul 2021

Delhi Insititue of Training & Education

Retail Management

May 2008 – Jun 2009

1% Club

Personal Finance Mastery — Personal Finance

Dvey Jain - Performance Marketing Manager | Stackforce