Neesha Munshi
Greater Toronto Area,Canada
Summary
Customer Success and Account Engagement Professional with 10+ years in technology consulting, focusing on post-sales success, adoption, and renewal management. Demonstrated ability to deliver advisory services that enhance customer satisfaction and drive results. Skilled in building strategic alliances and maximizing customer lifetime value through effective communication and relationship management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Juniper Networks
09.2021 - Current
- Fostered adoption and engagement with high- and medium-touch customers for Juniper Mist platform in North America and Canada.
- Led digital customer success program, developing use cases for support platform implementation.
- Collaborated cross-functionally with Sales, Customer Support, Marketing, Product, and Engineering teams to maximize customer value.
- Delivered quarterly business reviews to key stakeholders, enhancing strategic relationships.
- Managed renewal processes, addressing risks and identifying upsell opportunities.
Senior Cloud Service Manager
OpenText
10.2020 - 09.2021
- Managed cloud services for enterprise customers in North America and Canada, ensuring value delivery on OpenText and Google Cloud Platform.
- Engaged customer stakeholders to drive adoption and achieve quality results.
- Conducted regular touchpoint meetings to derive business value and enhance customer satisfaction.
- Resolved customer escalations promptly to maintain account health.
- Collaborated with sales, professional services, customer support, marketing, product, and engineering teams to meet customer needs.
- Tracked and reported key performance indicators related to adoption and utilization trends per service level agreements.
- Delivered quarterly and executive business reviews for key business and executive stakeholders.
- Supported renewal and expansion efforts to grow OpenText footprint and initiate new customer engagements.
Customer Success Manager
Intelex Technologies
03.2019 - 10.2020
- Drove customer success for enterprise and SMB clients across North American and Canadian regions.
- Facilitated engagement with new customers by collaborating with Sales and Customer Experience teams.
- Enhanced adoption through strategic planning, ensuring delivery of quality results and superior customer experience.
- Boosted customer satisfaction by deriving business value through regular touchpoints and engagement.
- Coordinated with marketing, support, product management, sales, and operations to execute account plans.
- Expanded Intelex's footprint by fostering new customer engagements with partners to increase revenue.
- Managed subscription renewals by identifying replenishment opportunities.
- Tracked usage trends through New Relic to monitor adoption and utilization.
Customer Success Manager
Oracle
04.2017 - 02.2019
- Served as trusted adviser for over 70 accounts, driving significant ROI across North American and Canadian industries.
- Facilitated onboarding of over 50 customers onto Oracle Cloud, enhancing platform and analytics service utilization.
- Improved customer satisfaction by providing business value through regular cadence calls and emails.
- Analyzed each account's industry, use case, and goals to ensure successful implementation to Go-Live stage.
- Executed workshops and campaigns for over 20 customers on new cloud offerings and pricing models.
- Collaborated with cross-functional teams, including Support, Product Management, Sales, and Operations, to develop strategic account plans.
- Identified expansion opportunities exceeding $100K within existing client portfolio.
- Achieved 60% renewal rate by monitoring subscription replenishment and readiness.
Senior Consultant
Capgemini
05.2015 - 03.2017
- Conducted requirement gathering workshops and performed fit-gap analysis to meet functional specifications.
- Designed customer solutions, including configuration workbooks, scope of work, and project effort estimation.
- Managed customer onboarding to Cloud, ensuring minimal time for adoption and retention.
- Launched Solution Center portal to showcase Cloud solutions and offerings to current and prospective markets.
- Coordinated with internal and external stakeholders for solution planning and marketing campaign delivery.
- Executed go-to-market strategies by designing various sales collateral and offering catalogs.
Systems Engineer
Tata Consultancy Services
08.2010 - 05.2013
- Spearheaded development of mobile banking applications for BlackBerry and Android platforms for major Canadian bank.
- Managed all stages of product development life cycle, ensuring seamless transition from development to maintenance.
- Created and presented proof-of-concepts during client engagements to demonstrate application capabilities.
Education
Master of Business Administration - Marketing
Symbiosis Institute of Business Management
03.2015
Bachelor of Technology - Electronics Instrumentation & Control Engineering
YMCA Institute of Engineering
05.2010
Skills
Strategic customer success management
Account management and analysis
Cloud consulting services
Cross-functional collaboration
Results-oriented mindset
Effective communication skills
Training and mentoring
Competitive intelligence strategies
Microsoft Office Suite proficiency, Gainsight, Totango & Saleforce
Certification
Certified Customer Success Manager (CCSM) Level 1 May 2020
Certified Customer Success Manager (CCSM) Level 2 June 2020
Oracle Cloud Infrastructure 2018 Architect Associate Certification May 2018
Timeline
Customer Success Manager
Juniper Networks
09.2021 - Current
Senior Cloud Service Manager
OpenText
10.2020 - 09.2021
Customer Success Manager
Intelex Technologies
03.2019 - 10.2020
Customer Success Manager
Oracle
04.2017 - 02.2019
Senior Consultant
Capgemini
05.2015 - 03.2017
Systems Engineer
Tata Consultancy Services
08.2010 - 05.2013
Bachelor of Technology - Electronics Instrumentation & Control Engineering
YMCA Institute of Engineering
Master of Business Administration - Marketing
Symbiosis Institute of Business Management
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