BHARAT ADAPA
Toronto,Canada
Summary
Results-driven Customer Success Manager with 5 years of experience in optimizing customer experiences and driving revenue growth in the SaaS, technology, and finance sectors. Proficient in leveraging CRM software, data analysis, and strategic planning to deliver exceptional client success strategies. Seeking to contribute to a forward-thinking organization.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
S&P Data Digital
Toronto , Canada
2023.03 - Current
- Championed a customer onboarding process that reduced time-to-value by 30%, improving customer satisfaction and retention
- Achieved a 20% improvement in employee performance and a 15% increase in customer satisfaction through impactful training sessions
- Increased renewal rates by 39% with targeted customer engagement programs, contributing to a 46% increase in overall revenue
- Analyzed customer behavior data to identify churn patterns, leading to targeted interventions and a 20% decrease in churn over six months
- Established and maintained SLAs, consistently meeting or exceeding targets
- Streamlined compliance parameters, achieving 99.7% compliance in three months
- Managed end-to-end program management, including budgeting, forecasting, day-to-day operations, and stakeholder engagement.
Team Lead - Issue Resolving Team
Concentrix
Visakhapatnam , India
2019.03 - 2021.06
- Led a team of 18 to deliver exceptional service, improving overall team productivity by 25%
- Managed teams to achieve operational improvements, resulting in a 15% increase in productivity
- Ensured delivery of regulatory-compliant service by staying updated on guidelines and best practices
- Spearheaded a project that reduced customer issue resolution time by 20%, enhancing customer satisfaction
- Developed and implemented training programs that improved team efficiency by 30%.
Product Specialist (Intern)
Think & Learn Pvt Ltd
Bangalore , India
2018.06 - 2019.02
- Delivered personalized learning support, optimizing product and content usage, leading to a 25% increase in user engagement
- Resolved escalations, retained customers, and managed 853 customer needs totaling a value of ₹6.2 Cr
- Led initiatives to drive product engagement, resulting in a significant increase in referrals and upselling
- Documented client requirements and aligned needs with product features, improving client satisfaction and product utilization.
Education
Post Graduate Diploma - Business Management
Lambton College
Toronto, ONBBA - Business Administration
Gayatri Vidya Parishad
Visakhapatnam, IndiaSkills
- Customer Success Strategy
- Client Relationship Management
- Customer Onboarding
- Customer Retention
- Churn Reduction
- Client Advocacy
- Upselling/Renewals
- Customer Lifecycle Management
- SLA Management
- Data Analysis
- Sales Forecasting
- KPI Metrics
- Tableau
- Power BI
- Microsoft Excel
- Google Sheets
- Freshdesk
- Order Management Systems (OMS)
- Team Leadership & Mentorship
- Cross-functional Collaboration
- Stakeholder Management
- Strategic Planning
- Negotiation
- Process Improvement
- Performance Management
- Training Program Design & Delivery
- Account Management
- Ticket resolution
Accomplishments
- Successfully recruited and trained 40 new customer service representatives.
- Awarded “Super Squad” (Best Team 2020) for outstanding team performance.
- Won the “Mountain Mover” award for handling highly escalated cases (2020).
- Recognized as “Best Performer” (2019) for exceptional client service.
Timeline
Customer Success Manager
S&P Data Digital
2023.03 - Current
Team Lead - Issue Resolving Team
Concentrix
2019.03 - 2021.06
Product Specialist (Intern)
Think & Learn Pvt Ltd
2018.06 - 2019.02
Post Graduate Diploma - Business Management
Lambton College
BBA - Business Administration
Gayatri Vidya Parishad
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