SaaS
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
2024.06 - Current
TEAM LEAD CUSTOMER ENGAGEMENT
WEST PHARMACEUTICAL SERVICES
2023.11 - 2024.03
- 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
2018.12 - 2023.03
- 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
2015.04 - 2016.09
- 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
2011.05 - 2015.03
- 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
2009.11 - 2011.05
- 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
2008.03 - 2009.08
RECRUITMENT ASSOCIATE
ZYME SOLUTIONS
2007.09 - 2008.02
Education
CORPORATE MASTER'S PROGRAM - General Management
Technische Hochschule Nuernberg
Nuremberg, Germany 2017.03 - 2017.09
MBA - Human Resource Management
Bhavan-SIET Institute of Management
Bangalore, India 2005.05 - 2007.08
BACHELOR OF COMMERCE - Accounting & Commerce
Chhatrapati Shahu Ji Maharaj University
Kanpur, Uttar Pradesh 2001.07 - 2004.03
Skills
Customer Success Management
Customer Experience and Engagement
Customer Journey Management
Customer retention and development
Customer Relationship Management
Mentoring Experience
Software as a Service (SaaS)
Personal Information
Date of Birth: 04/06/83
Software
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
2024.06 - Current
TEAM LEAD CUSTOMER ENGAGEMENT
WEST PHARMACEUTICAL SERVICES
2023.11 - 2024.03
CUSTOMER SUCCESS MANAGER
CLEVERBRIDGE
2018.12 - 2023.03
CORPORATE MASTER'S PROGRAM - General Management
Technische Hochschule Nuernberg
2017.03 - 2017.09
TEAM LEAD - PARTNER SERVICES
GROUPON
2015.04 - 2016.09
PARTNER MANAGEMENT SPECIALIST
GROUPON
2011.05 - 2015.03
CUSTOMER SERVICE REPRESENTATIVE
HSBC
2009.11 - 2011.05
RECRUITMENT ASSOCIATE
RANDSTAD
2008.03 - 2009.08
RECRUITMENT ASSOCIATE
ZYME SOLUTIONS
2007.09 - 2008.02
MBA - Human Resource Management
Bhavan-SIET Institute of Management
2005.05 - 2007.08
BACHELOR OF COMMERCE - Accounting & Commerce
Chhatrapati Shahu Ji Maharaj University
2001.07 - 2004.03