Arshdeep Aidhy Customer Success Manager

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of Managed Security Services accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Negotiated contract terms with clients, securing favorable agreements for both parties.
• Established clear communication channels between clients and internal teams, ensuring seamless project execution.
• Actively participated in networking events within the industry, expanding professional connections and generating leads.
• Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
• Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
• Developed customized account plans for clients to help them achieve their business goals.
• Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
• Drove revenue growth by identifying new business opportunities within existing accounts.
• Spearheaded coordination of cross-functional teams for delivering customized solutions that met client needs.
• Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
• Boosted client retention by developing and implementing comprehensive account management strategy.

• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Improved service quality, addressing client concerns promptly and professionally.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Enhanced service delivery by developing and implementing efficient processes.
• Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
• Worked with vendors to schedule daily pickups and weekly deliveries.
• Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
• Led cross-functional teams to achieve project goals on time and within budget.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
• Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
• Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.

● Establish a trusted and strategic advisor relationship with each customer and drive continued value of our solutions.

● Directly work with CTOs, CIOs, VPs, IT Directors, and Line of Business leaders

● Contribute in the overall revenue enhancement of the account with pitching new products involving at the time of Pre-sales, arranging the Product

workshop with customers and driving till commissioning of the services

● Work as a Client Relationship Representative for the most strategic accounts to drive Continuous process improvement from customer on-boarding and converting to Customer reference, Responsible for Churn, upsell & Cross-sell and SLA management ensuring organization meets all of its Service

obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS)

● Managing day-to-day business relationships with stakeholders and clients, and identifying growth opportunities on key businesses

● Weekly, Monthly and Quarterly Business reviews with all the customers and driving CXO level meetings

● Responsible for delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident

Management / Escalations and Proactive Remediation Service

● Coordinating with Cross functional teams for a concrete execution of actions providing the end to end resolution to the customer. Lead and assist teams

to a common goal of growth and revenue enhancement.

● Maintaining and Renewing contracts : Negotiating the contracts and ensuring compliance with the terms and conditions, as well as documenting and

agreeing on any changes or amendments that may arise during its implementation or execution

● Build and drive adoption of robust Cisco and Microsoft solutions based on competitive and market understanding with services partners

● Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.

● Ensures customer creates value through defining and achieving business outcomes

● Demonstrates advanced insights and understanding of customers' business/industry.

● Track and review implementation project plan, including risk identification, gap assessment, and escalation and making recommendations for

improvement

● Concisely communicating and managing expectations with clients on capabilities, timelines, and deliverables

● Escalate critical customer issues and ensure escalation ownership with internal resources

● Participating in RFP’s, act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate.

● Drive customer readiness for solutions and services as well as updates, ensuring they are aware of and prepared for potential impacts

● Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in existing accounts

● Ability to orchestrate and gain strong buy-in with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect,

Specialists) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle

● Participate in Sales demos, Customer qualification meetings, bid review (and compilation) and presentation of sales proposals.

● Identify, define and drive renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary

• Recommended network security standards and upgrades to management.
• Collaborated cross-functionally with IT teams to execute seamless system upgrades and migrations without disruption to business operations.
• Streamlined network management processes for increased efficiency with the implementation of automation tools and scripts.
• Successfully managed the migration from a legacy network infrastructure to a modernized system with minimal disruption to business operations, ensuring seamless transition for users and stakeholders alike.
• Designed robust wireless networks to support seamless connectivity across multiple devices and locations within the organization.
• Cultivated strong relationships with vendors and partners, negotiating favorable contracts for hardware acquisition, software licensing, maintenance agreements, among others.
• Enhanced network performance by implementing advanced routing protocols and network infrastructure improvements.
• Reduced downtime incidents by proactively monitoring and troubleshooting network issues.
• Leveraged cloud-based technologies to enhance flexibility, scalability, and cost savings in networking solutions.
• Conducted thorough network assessments, identifying areas for improvement and recommending solutions for optimal performance.
• Troubleshot complex multi-vendor network service provider issues.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Created VPN infrastructure and allowed for secure remote connections.
• Planned implementation of network enhancements and upgrades.
• Collaborated with engineering to report issues, manage project deliverables and provide status reports.
• Provided security incident triage and response.
• Analyzed and produced recommendations on continuous network improvements.