Jay Patel
Kitchener,ON
Summary
Customer Success Manager with a strong history at DAtAnchor and Carbide Secure Inc., recognized for enhancing client satisfaction and retention through effective relationship management and strategic engagement. Achieved a remarkable 95% customer satisfaction rating by leveraging technical proficiency and comprehensive understanding of compliance frameworks, including SOC 2 and ISO 27001. Expertise in guiding clients through security compliance, risk assessments, and process optimization to drive success. Focused on fostering collaboration across departments to align client objectives with business goals for sustainable results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Carbide Secure
06.2023 - Current
- Advise and assist clients in achieving compliance with SOC 2, ISO 27001, and other security frameworks.
- Conduct comprehensive risk assessments, data inventories, asset reviews, and vendor evaluations to enhance client security postures.
- Collaborate with internal teams to deliver prompt support and address client needs efficiently.
- Manage a portfolio of key accounts, maintaining strong relationships, and ensuring high levels of customer satisfaction.
- Analyze customer data to identify trends, and develop actionable strategies to improve customer success metrics.
- Foster successful product adoption by assisting customers with onboarding and setup processes.
- Work closely with the sales team to ensure smooth transitions during handoffs and contract renewals.
CUSTOMER SUCCESS MANAGER
DAtAnchor
07.2021 - 05.2023
- Strategic Development & Client Engagement: Engaged in strategic development, aligning evolving product capabilities with client business goals to enhance satisfaction and retention rates.
- Continued Relationship Management & Contract Renewals: Continued to cultivate and maintain strong client relationships, remaining the primary contact point.
- Successfully managed contract renewals, demonstrating value and ROI, resulting in increased upsell opportunities, and renewal rates.
- Proactive Check-ins and Training: Conducted regular check-ins to assess satisfaction levels and provide proactive solutions, maintaining a 95% customer satisfaction rating.
- Conducted tailored training sessions, webinars, and workshops, maximizing product value for improved adoption, and customer loyalty.
CUSTOMER SUCCESS ENGINEER
DAtAnchor
10.2020 - 07.2021
- Azure Integration & Technical Support: Collaborated closely with clients to facilitate the integration of Anchor using Azure Enterprise Applications into their infrastructure, ensuring seamless functionality and alignment with their business objectives
- Assisted clients in setting up custom configurations within Azure, including defining Redirect URIs, generating Client IDs, Tenant IDs, and managing Client Secrets
- Onboarding & Technical Ticket Resolution: Led comprehensive onboarding processes, ensuring clients successfully integrated and adopted the company's products/services, resulting in a 20% increase in product utilization within the first three months
- Handled technical support tickets, resolving issues promptly, and escalating complex technical challenges to the development team for further analysis and resolution
- Relationship Building & Strategic Guidance: Cultivated strong, trusting relationships with clients, acting as their primary point of contact throughout their success journey
- Provided strategic guidance, aligning client business goals with product capabilities, boosting customer satisfaction and retention rates by 15%.
SENIOR PRODUCT SUPPORT ANALYST
Infor (CANADA) Ltd
01.2019 - 09.2020
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Reviewed files, records, and other documents to obtain business information and key data informing responses to development requests
- Volunteered for and tackled new assignments and tasks to ease staff member burden
- Contributed to device failure investigations, including gathering customer feedback and escalating serious concerns
- Monitored service-related performance metrics and recommended appropriate steps to support continuous improvement and operational efficiencies
- Trained staff on the use of new equipment and systems, providing demonstrations and answering questions.
PRODUCT SUPPORT ANALYST
Infor (CANADA) Ltd
05.2017 - 12.2018
- Communicated clearly and effectively with users, asking questions and listening actively to responses to develop an understanding of technical issues
- Documented and maintained records of support requests, elevations, and actions taken
- Diagnosed technical issues, identifying and implementing corrective solutions
- Guided users step-by-step through installations and technical fixes via phone call and email
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Collaborated with vendors to locate replacement components and resolve advanced problems.
ROGERS WIRELESS TECHXPERT
Sykes Enterprise
07.2016 - 04.2017
- Identified the root cause of problems, including incorrect device configuration, software or hardware bugs, or faulty device hardware
- Acted as customers' main point of contact, provided impeccable customer support, and solved issues
- Handled incoming support requests and documented successful actions taken to resolve each
- Diagnosed and traced causes of network problems by testing the system's software and equipment
- Trained users in procedures related to network applications software and related systems to reduce user-generated errors.
Education
Master of Science - Internetworking Engineering
Dalhousie University
Halifax, NS04.2016
Bachelor of Science - INFORMATION TECHNOLOGY
Ganpat University
Gujarat, India04.2014
Skills
Key Skills
- Customer Success & Retention: Customer relationship building, account management, client onboarding, and retention strategies
- Security Frameworks: Advising clients on SOC2, ISO 27001, and other compliance frameworks; conducting risk assessments, data inventories, asset reviews, and vendor evaluations
- Project Management: Budgeting, reporting, project documentation, scheduling, and process optimization
- Interdepartmental Collaboration: Bridging gaps between sales, technical, and support teams to ensure seamless customer experiences
- Technical Expertise: Azure integration, technical ticket resolution, data manipulation, and cybersecurity fundamentals
- Agile Methodologies: Agile project management, efficiency improvement tools (eg, Asana), and workflow optimization
Certification
- Microsoft Certified Data Analyst Associate
- Certified in Cybersecurity (CC) by (ISC)²
- Google Project Management
- Become an Agile Project Manager - LinkedIn learning
- Foundations of Project Management - Coursera
- Project Initiation: Starting a Successful Project - Coursera
- Project Planning: Putting It All Together - Coursera
- Project Execution: Running the Project - Coursera
- Agile Project Management - Coursera
- Improve Efficiency in Asana for Project Managers - Coursera
- Foundations: Data, Data Everywhere - Coursera
- Analyze Data to Answer Questions - Coursera
- Prepare Data for Exploration - Coursera
- Excel Basics for Data Analysis by IBM
- Introduction to Data Analytics by IBM
- Data Visualization and Dashboards with Excel and Cognos by IBM
- Microsoft Technology Associate (MTA) Security Fundamentals
Timeline
Customer Success Manager
Carbide Secure
06.2023 - Current
CUSTOMER SUCCESS MANAGER
DAtAnchor
07.2021 - 05.2023
CUSTOMER SUCCESS ENGINEER
DAtAnchor
10.2020 - 07.2021
SENIOR PRODUCT SUPPORT ANALYST
Infor (CANADA) Ltd
01.2019 - 09.2020
PRODUCT SUPPORT ANALYST
Infor (CANADA) Ltd
05.2017 - 12.2018
ROGERS WIRELESS TECHXPERT
Sykes Enterprise
07.2016 - 04.2017
Master of Science - Internetworking Engineering
Dalhousie University
Bachelor of Science - INFORMATION TECHNOLOGY
Ganpat University
Similar Profiles
Brian Porter IIBrian Porter II
Machine Operator at Raven Carbide DieMachine Operator at Raven Carbide Die
Benjamin SimmonsBenjamin Simmons
Maintenance Technician at DOW CHEMICAL, Union CarbideMaintenance Technician at DOW CHEMICAL, Union Carbide
Uriah BeltzUriah Beltz
CNC Lathe Operator at Electronic Carbide, IncCNC Lathe Operator at Electronic Carbide, Inc
Abdullah Al-MusawiAbdullah Al-Musawi
Pharmacy Assistant at WalmartPharmacy Assistant at Walmart
Maureen Cowan-MageeMaureen Cowan-Magee
Graphic Designer/Illustrator at Self EmployedGraphic Designer/Illustrator at Self Employed