Suman M
Customer Success and Account Manager @ Telfi Technologies | CRM, Support Ticket Workflow Optimization
- Role
- Customer Success and Account Manager at Telfi Technologies Pvt Ltd
- Location
- Nagercoil, TN, IN
- LinkedIn followers
- 500 followers
About Suman M
A Customer Success Manager at Telfi Technologies, leveraging a Bachelor of Laws (LLB) degree to drive impactful client engagement and product adoption in the SaaS space. Collaborates with cross-functional teams to address customer pain points, mitigate churn risks, and promote feature adoption, ensuring alignment between product usage and business outcomes. Experienced in CRM, support ticket workflow optimization, and voice, email, and chat support handling. Values structured processes, proactive communication, and fostering long-term customer relationships to enhance customer satisfaction and loyalty.
Experience
Customer Success and Account Manager
Dec 2023 — Present
Proactively engaged customers using segment-based models, aligning product usage with business outcomesReduced churn by 96% through proactive risk mitigation, stakeholder mapping, and structured follow-up strategiesEnhanced first-call resolution through in-depth troubleshooting, network testing, and real-time technical supportCollaborated with internal teams (Sales, Product, Support) to resolve customer pain points and drive feature adoptionConducted regular call and email quality audits to ensure compliance and improve customer experience (CX) benchmarksPromoted awareness of upcoming product updates and innovations to increase customer engagementConsistently delivered 95%+ client satisfaction through conflict resolution and personalized engagement strategies
Education
Dr. Ambedkar Law College, Renigunta Road, Tirupati
Bachelor of Laws - LLB, Bachelor of Arts
2017 — 2022
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