Terry Thomas

Director of Customer Success @NTT DATA

Bengaluru, IN

Led and mentored a dynamic team of Customer Success Managers, fostering a customer-centric culture that drives customer satisfaction and loyalty- Handled a portfolio of more than 100 million ARR with 50+Customer in the Integration space- Collaborate closely with the sales team to identify upsell and cross-sell opportunities, resulting in a 30% increase in annual recurring revenue (ARR)- Develop and execute customer success strategies that have led to a 80% improvement in customer retention rates and significant reduction in churn- Oversee the creation and implementation of tailored customer success plans, ensuring alignment with customer objectives and business goals- Conduct regular business reviews with key clients, identifying areas for improvement and expansion- Manage high-priority customer accounts, serving as the primary point of contact and resolving escalated issues- Track and report key performance metrics, including Net Promoter Score (NPS), customer health scores, and customer lifetime value (CLV)- Created and maintained customer success metrics and dashboards, enabling data-driven decision-making and continuous improvement- Spearheaded the development of customer success resources, including playbooks, knowledge bases, and customer training materials.

Christ University, Bangalore

Master of Business Administration - MBA, Specialized Sales, Merchandising and Marketing Operations

Institute of Hotel Management, Bangalore

B.sc in H&HA, Culinary Arts/Chef Training

St francis de sales school

High school, Business/Commerce, General