Summary
Overview
Work History
Education
Skills
Personal Information
Software
Honours And Awards
Work Availability
Languages
Websites
Timeline
Volunteer
Sumit Chandna

Sumit Chandna

Customer Success Manager
Cologne,NRW

Summary

With a solid background in customer success and relationship management, I leveraged my expertise in SaaS platforms to enhance client experience and drive business growth. The skills honed there, such as coaching new team members and managing strategic initiatives, have been instrumental in my success and have contributed to the sustained satisfaction and retention of our customer base.

Overview

17
17
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

German Language B2

IMB COLOGNE
06.2024 - Current

TEAM LEAD CUSTOMER ENGAGEMENT

WEST PHARMACEUTICAL SERVICES
11.2023 - 03.2024
  • Performance management of a team of customer specialists in the EU and the UK.
  • Relationship management with internal stakeholders throughout the customers' lifecycle to meet the SLA
  • Support the development and execution of strategic business initiatives with account and project management
  • Align with global counterparts to create one global customer experience per company policy
  • Constantly improve customer experience in close cooperation with the customer analytics & digital solutions unit
  • Work closely with technical customer support and sales account managers, including participation in business reviews, and customer-specific projects

CUSTOMER SUCCESS MANAGER

CLEVERBRIDGE
12.2018 - 03.2023
  • Daily operations and administration of assigned customers' accounts
  • Train customers on platform utilization to increase adoption and reduce churn
  • Relationship management with internal/external stakeholders including executives for efficient solution delivery
  • Deep dive into customers' setups and collaborate with internal teams (tech, sales, marketing, development, optimization, etc.) to find/build solutions specific to each customer's challenges
  • Escalation management and troubleshooting in a timebound environment
  • Report existing bugs to the product development team for rectification
  • Gather customers' feedback on platform functionalities, create product (platform) development requests to add/ extend requested features (if they add business value), and participate in product development teams to make the case
  • Travel internationally to conduct quarterly business reviews at customers' locations
  • Maintain an excellent knowledge of cleverbridge's platform and best practices to provide expertise on current e-commerce industry trends
  • Actively participate in process optimization meetings and apply the same to assigned accounts (if applicable)
  • Create and update documentation about recent developments/processes

TEAM LEAD - PARTNER SERVICES

GROUPON
04.2015 - 09.2016
  • Manage a team of partner specialists, overseeing hiring, training, and performance management to ensure optimal service delivery
  • Conduct weekly resource planning to align team members' availability with service demands, enhancing operational efficiency
  • Collaborate with partners and account managers to meet revenue goals, resulting in increased business growth and customer satisfaction
  • Travel to clients' locations for product/platform training, strengthening relationships and enhancing service quality

PARTNER MANAGEMENT SPECIALIST

GROUPON
05.2011 - 03.2015
  • Manage partner accounts, ensuring deal transactions and service pricing aligned with SLAs
  • Develop and maintain relationships with partners, optimizing service quality and customer satisfaction
  • Collaborate with internal and external stakeholders to drive profitable business relationships
  • Ensure quality assurance of contracts signed with partners

CUSTOMER SERVICE REPRESENTATIVE

HSBC
11.2009 - 05.2011
  • Mentor new team members on existing procedures
  • Deal with UK-based customers about their accounts with HSBC Bank UK
  • Coordinate with internal & external departments to gain updated information
  • Make outbound calls as per customer's request

RECRUITMENT ASSOCIATE

RANDSTAD
03.2008 - 08.2009

RECRUITMENT ASSOCIATE

ZYME SOLUTIONS
09.2007 - 02.2008

Education

CORPORATE MASTER'S PROGRAM - General Management

Technische Hochschule Nuernberg
Nuremberg, Germany
03.2017 - 09.2017

MBA - Human Resource Management

Bhavan-SIET Institute of Management
Bangalore, India
05.2005 - 08.2007

BACHELOR OF COMMERCE - Accounting & Commerce

Chhatrapati Shahu Ji Maharaj University
Kanpur, Uttar Pradesh
07.2001 - 03.2004

Skills

Customer Success Management

Personal Information

Date of Birth: 04/06/83

Software

SaaS

Salesforce

CRM

MS Office

Zendesk

JIRA

Honours And Awards

  • 30/09/12, Star Performer - Groupon
  • 31/03/15, Star Performer - Groupon

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Bilingual or Proficient (C2)
German
Upper intermediate (B2)

Timeline

German Language B2

IMB COLOGNE
06.2024 - Current

TEAM LEAD CUSTOMER ENGAGEMENT

WEST PHARMACEUTICAL SERVICES
11.2023 - 03.2024

CUSTOMER SUCCESS MANAGER

CLEVERBRIDGE
12.2018 - 03.2023

CORPORATE MASTER'S PROGRAM - General Management

Technische Hochschule Nuernberg
03.2017 - 09.2017

TEAM LEAD - PARTNER SERVICES

GROUPON
04.2015 - 09.2016

PARTNER MANAGEMENT SPECIALIST

GROUPON
05.2011 - 03.2015

CUSTOMER SERVICE REPRESENTATIVE

HSBC
11.2009 - 05.2011

RECRUITMENT ASSOCIATE

RANDSTAD
03.2008 - 08.2009

RECRUITMENT ASSOCIATE

ZYME SOLUTIONS
09.2007 - 02.2008

MBA - Human Resource Management

Bhavan-SIET Institute of Management
05.2005 - 08.2007

BACHELOR OF COMMERCE - Accounting & Commerce

Chhatrapati Shahu Ji Maharaj University
07.2001 - 03.2004
Sumit ChandnaCustomer Success Manager