
Jobinson P Devadas
Customer Service / Support
About 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:
- Customer Onboarding: Guiding new customers through the onboarding process to ensure a smooth and successful start to their journey with the product or service.
- Customer Education: Educating customers on product features, functionalities, and best practices to maximize their usage and value.
- 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.
- Customer Issue Resolution: Effectively resolving customer issues and concerns to maintain high levels of customer satisfaction and retention.
- 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.
- 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.
- Tackling Technical Complexities: Addressing and resolving technically complex issues with ease, demonstrating my proficiency in handling challenging situations.
Experience
- 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.
Education
- Studied Information Technology as a core subject in 4 years of Engineering - 2010-2014
- Completed 12th with Computer Science as major(including Physics, Mathematics)
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