Kapil Chopra
Technical Customer Success Manager (TCSM) at Dell Technologies
- Role
- Technical Customer Success Manager at Dell Technologies
- Location
- Ludhiana, PB, IN
- LinkedIn followers
- 500 followers
About Kapil Chopra
I am a highly energetic and motivated team player with 19+ years of experience in managing Operations for Customer Services & Support, Supporting Products & Services, Transitions and Training function in Sales support, IT Services & BPO/BPS business. A successful track record of working with leaders to improve business results through strong customer focus, innovation, collaboration and ability to connect and work in diverse teams. Currently engaged in Service Delivery of Client (CSG/WSG) and Enterprise (CNS and SDP) products in Commercial segment to enable Customer Success.
Experience
Technical Customer Success Manager
Apr 2025 — Present · Gurugram, IN
A TCSM blends technical expertise with customer relationship management to ensure clients achieve success using a product or service. Technical Responsibilities1. Provide technical onboarding and training for new customers.2. Align support to resolve P1/Sev1 issues related to product usage.3. Collaborate with engineering and product teams to improve features and resolve bugs.4. Analyze customer usage data to offer optimization insights.5. Lead technical workshops and webinars to educate customers.🤝 Customer-Facing Responsibilities1. Build and maintain long-term relationships with clients.2. Act as a trusted advisor to help customers achieve their goals.3. Handle escalations and ensure timely resolution with problem management.4. Drive product and tools adoption and usage across customer teams.5. Advocate for customer needs internally with Dell teams.6. Customer Success above all.
Education
BCM Arya Model Senior Secondary School, Shastri Nagar, Ludhiana
High School, Business/Commerce, General
1991 — 1999
KLSD College, Panjab University, Ludhiana
Master’s Degree, Business/Commerce, General
2003 — 2005
Skills
- Call Centers
- Fault Resolution
- Issue Resolution Management
- Customer Service
- Pre-Sales
- Solution Selling
- Coaching
- Client Relations
- Change Management
- Team Management
- Constructive Feedback
- Crm
- Itil
- Client Liaison
- Dispute Resolution
- Outsourcing
- Service Delivery
- Management
- Team Building
- Technical Support
- Business Analysis
- Computer Hardware
- Conflict Resolution
- Escalation Resolution
- Troubleshooting
- Vendor Management
- Training
- Bpo
- Time Management
- Client Issue Resolution
- Process Improvement
- Key Client Relationships
- Team Leadership
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