Jobinson P Devadas

In my 7 years of experience in the SaaS industry, I have excelled in the field of Customer Success. My responsibilities have encompassed various key aspects, including:

1. Customer Onboarding: Guiding new customers through the onboarding process to ensure a smooth and successful start to their journey with the product or service.
2. Customer Education: Educating customers on product features, functionalities, and best practices to maximize their usage and value.
3. Identifying Upselling and Cross-selling Opportunities: Proactively identifying opportunities to upsell or cross-sell additional products or services that align with customers' needs and goals.
4. Customer Issue Resolution: Effectively resolving customer issues and concerns to maintain high levels of customer satisfaction and retention.
5. Collaborating with Clients and Stakeholders: Engaging with clients and stakeholders to fully understand their requirements, pain points, and goals, in order to provide tailored and innovative solutions.
6. Report Creation and Analysis: Utilizing tools like Freshdesk, Slack, Microsoft Excel, PowerPoint, Google Sheets, and Docs to create and analyze reports, allowing for data-driven decision-making.
7. Tackling Technical Complexities: Addressing and resolving technically complex issues with ease, demonstrating my proficiency in handling challenging situations.

• Managed 25+ international clients by establishing and maintaining strong connections with C-Level Executives.
• Supervised 40+ projects,improvingCustomerRetentionRateby10% (88% to 98%) through enhanced communication and customer support team training to prevent client churn.
• Achieved 97%CustomerSatisfactionScoreanddrove5Xgrowthin customer engagements through effective strategies.
• Implemented multi-channel communication strategies, including live chat and email, resulting in a significant reduction in customer support delays.
• Resolved customer complaints promptly and efficiently, contributing to a 98% customer retention rate.
• Demonstrated proficiency in utilizing Freshdesk(Freshworks)CRM, Google Sheets, Docs, MS Office, and other relevant tools.
• Applied hands-on experience in leveraging CRM systems and productivity tools to streamline customer interactions and enhance efficiency.
• Collaborated cross-functionally with internal teams to ensure seamless delivery of solutions and exceptional customer experiences.
• Conducted regular customer meetings to assess their needs, provide product updates, and gather feedback for continuous improvement.
• Stayed abreast of industry trends and best practices, proactively applying insights to optimize customer success strategies.
• Resolved customer support requests within target timeframes.

1. Studied Information Technology as a core subject in 4 years of Engineering - 2010-2014
2. Completed 12th with Computer Science as major(including Physics, Mathematics)