Neetha Bhat Shenoy
Sr Client Services Manager
Berlin
Summary
Customer Success Manager offering 12-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes, drive product adoption and garner stellar customer feedback
Overview
11
11
years of professional experience
Work History
Senior client service manager
Akamai Technologies
4 2023 - 2 2024
- Managed a portfolio of 50+ strategic accounts in ANZ region like, National Australia Bank, Australian Broadcasting Corporation, Sky television networks, Xero Ltd, Special Broadcasting service etc ensuring retention
- Lead Customer Onboarding programs addressed escalated client issues and exceeded team's annual goal of keeping client response rates above agreed SLAs
- Reduced churn through proactive outreach to at-risk customers with Health score analysis
- Drove customer outcomes, product adoption and customer experience and put them up for success by creating Tailored Success Plans
- Assisted Sales team in identifying Upsell & Cross Sell Opportunities including end to end opportunity management working with contract, billing, legal team internally
- Conducted Quarterly Business Reviews and Strategic Account Reviews to optimize growth
- Designed and conducted training sessions for customers (individual and teams) and internal teams on the platform and processes, receiving positive feedback
- Handled internal projects on Reports/ Dashboard enhancing existing and requesting new dashboards with Business Analytics team
- Part of internal product level expert team, publishing various body of knowledge documents for internal stakeholder use, enhancing existing platform.
Client service manager
Akamai Technologies
08.2019 - 03.2023
- Act as a trusted advisor for large DTC customers, in North America region like, CBS and Viacom( now Paramount Global), Vimeo focusing on adoption, retention, and overall customer experience
- Manage the end-to-end customer lifecycle, from post sales handover to regular account management, ensuring a relationship built on trust and transparency
- Be a part of regular strategic Internal team business reviews to track progress against success plans and mitigate potential risks
- Conduct quarterly business reviews, product updates, and check-ins to identify expansion opportunities
- Effectively manage escalations and stakeholder relationships, coordinating cross-functional teams and internal departments
- Collaborate with account sales teams to identify and capitalize on upsell and cross-sell opportunities.
Service delivery manager
Tangoe
10.2017 - 07.2019
- Handling end to end transaction across all services that Tangoe provides to the clients globally on Telecom Expense Lifecycle, with 5 different platforms and help them manage both wireline and wireless telecom expenses
- Work with Service Delivery Analysts and internal departments (Auditors, Service Helpdesk, Inventory, Procurement, Direct payments, Product and Engineering etc.) to meet client deliverables
- Quarterly Business Reviews are presented to the client across all services
- Monthly Reviews with management internally
- Root cause analysis reports of the issues raised on various platforms, working with internal teams on resolution.
Team lead operations
Practo Technologies
10.2015 - 10.2017
- Lead and managed a team of 30 Product Support specialist across all support channels on Practo's various Products
- Designed new programs like Nesting(Training), heat resolution checks, 3 strike call back process, Root cause Analysis and DSAT analysis to ensure the newly set process goes through a smooth phase at all levels of customer satisfaction
- Handling the business metrics, KRA and KPI handling, DRI meetings with Product and Engineering team from product support perspective.
Technical support engineer
Hewlett Packard
09.2012 - 09.2015
- Providing Hardware and Software support for our HP Customers
- Proficient in handling escalated calls and providing level 2 Technical Support to end-users
- Mentoring New joiners with process and technical skills and assessing them to address problem areas
- As a Level-1 Technical Support Engineer (consumer products) handled end to end support for software and hardware issue
- Escalated issues to level 2 as in when required
- Data collection and Conveyance to the team from the Minutes of Meeting, End Of the Day Report collection using MS Excel.
Education
Bachelors in Computer Science Engineering -
Mangalore Institute of Technology and Engineering
01.2008 - 2012.04
Skills
Customer satisfaction
Customer retention
Product adoption
Support operations management
Data-driven decision-making
Reporting and Business analysis
Mentoring and Training
Microsoftoffice Skills
- MS excel
- MS word
- MS powerpoint
- MS outlook
CRM Tools
- JIRA
- Salesforce
- ServiceNow
- Asana
Reporting Tools
- Tableau
- Power BI
- Looker studio
- Google sheets
Languages
English
Kannada
Kannada
Kannada
Timeline
Client service manager
Akamai Technologies
08.2019 - 03.2023
Service delivery manager
Tangoe
10.2017 - 07.2019
Team lead operations
Practo Technologies
10.2015 - 10.2017
Technical support engineer
Hewlett Packard
09.2012 - 09.2015
Bachelors in Computer Science Engineering -
Mangalore Institute of Technology and Engineering
01.2008 - 2012.04
Senior client service manager
Akamai Technologies
4 2023 - 2 2024
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