Sonu Jha

About Sonu Jha

Currently working as Customer success manager With thisrole, I\'m part of Core Account team and help them with all activitiesthat span complete Sales cycle starting with Discovery, Analyze,Design and all the way till Defend phase, enabling them win deals.This role required delivering demos to the customers and helping.Acting as a management partner with the customer, utilizing best practices.Promoting customer satisfaction and build positive relationships with the ARUBA/HPE team.Leading the overall delivery of the service solution and act as the customer\'s single point of contact for all service issues.Developing Customer Success Plans (CSP) and provide direction to the support team.Managing escalations and coordinate with the customer during engineering referral processes.Conducting Quarterly Service Reviews and perform statistical analysis and trendingPresales and Sales mediate Post-Sales activities such as RMA,MOVE, MWD, FSR Concessions as well.Actively listened to customers, handled concerns quickly and workedon different scenarios, where i used to Advice and Guide SEs in theirdaily works and help them to concentrate more on customer relatedactivities.Handled many customer calls and Account Check-in Calls where ihave been considered as an Advisor and expected me to proposethe storage products according to the different Scenarios.I have gone above and beyond in assisting for more than 100+ PSSTechnical Helpdesk GTM queries in the previous year, which hasenabled the organization to become self sufficient and in turnimproves the TAT in time sensitive queries/deals/opportunities.

Experience

1. Customer Success Manager

   Hewlett Packard Enterprise

   Aug 2024 — Present · Bengaluru, IN

   Client Relationship Management: Building and maintaining strong relationships with key accounts, driving client satisfaction and retention through strategic engagement, onboarding, and ongoing support (L1/L2). They are adept at identifying growth opportunities and expanding accounts through upselling.* Escalation and Issue Resolution: Expertly managing both national and international customer escalations, identifying root causes, analyzing information, and implementing solutions to ensure timely resolution and minimize recurrence. This includes handling live escalations with high quality scores.* Strategic Planning & Execution: Developing and executing retention strategies, conducting quarterly service reviews, and providing insightful data reporting to stakeholders. They are also involved in pre-sales and post-sales activities, mediating various processes like RMA and FSR concessions.* Training & Collaboration: Developing and delivering customer success training programs and collaborating effectively with cross-functional teams to resolve customer-related issues.* Performance & Quota Attainment: Consistently achieving monthly targets in high-pressure environments and demonstrating a strong focus on customer loyalty and success.

Education

• Anna University Chennai

  Bachelor of Engineering - BE, Computer Science

  2015 — 2019

• BSEB

  INTERMEDIATE IN SCIENCE, Mathematics and Computer Science

• Alliance University

  EPGDM, Operations & Project Management

• Indira Gandhi National Open University

  Post Graduate Diploma in Counselling and Family Therapy, Counseling Psychology

• NHPS

  High school