Sai Nykhil

Customer Success Consultant- Espn @Sutherland

ON, CA

Oversee and manage various IT support services, including diagnosing, troubleshooting, and resolving basic to advanced technical concerns for clients to ensure an optimal user and customer experience. Consult directly with clients to understand their specificissues, identify pain points, and offer tailored solutions that resolve the problem while mitigating reoccurrences. Collaborated cross-functionally with Sales, Product, and Support to advocate for customer needs and drive product enhancements while maintaining strong, long-lasting client relationships, resulting in a 95% customer retention rate Analyzed customer health metrics and proactively addressed risks, reducing churn by 20% and conducting regular business reviews and success planning sessions, increasing upsell opportunities by 30% Led the implementation of IT Service Management (ITSM) application, including the integration of Zendesk and Jira— improved efficiency by 20% for all incident tracking and project management workflows Manage a team of 15 direct reports and mentor teams on best practices to maintain all SLAs while driving performance, optimizing resource management, and delivering maximum cost savings. Implemented product demonstrations for clients and new developers, facilitated onboarding and platform adoption, and persistently guided the clients regarding potential new solutions. Devised and provided alternative solutions and processes to achieve the results needed for specified use cases through available features in the platform, when possible, without the need for custom code to achieve the desired result.