Mohammed Uvais
•Customer Success Manager - HCL •Ex Accenture/Microsoft – Sr. Incident/Escalation Manager •ITIL Practitioner, Customer Success, IT Service Delivery, ARR Growth, Churn Prevention, Escalation Management, Service Management
- Role
- Customer Success Manager - Verizon (Apac) at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
Experience
Customer Success Manager - Verizon (Apac)
Jan 2024 — Present · Bengaluru, IN
I am responsible for customer advocacy & success across a portfolio of eight strategic accounts, with a combined ARR of $500K USD, ensuring value realization, retention & growth.• I organize monthly check-in meetings & quarterly business reviews (QBRs) to evaluate my clients sentiment & highlight both service & contractual performance.• Beyond this, I also monitor progression of high priority support/outage tickets & address escalations that are raised by executive leadership (CIOs, CTOs & IT VPs) to ensure alignment with client expectations & offer insights into service improvements leading to a potential up-sale.• My key performance indicators (KPIs) focus on monitoring the client health index (CHI), voice of customer (VOC), service delivery, service assurance, focus on reducing churn leading to contract renewal & improved health of the account.• I add further value by collaborating with internal teams (Account Executives, Sales Leads & Cloud Solution Architects) to proactively identify upsell & cross-sell opportunities, directly contributing to revenue growth & expanding the ARR.
Education
CMR University
Bachelor of Business Administration, Strategic Management, International Business, Marketing
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