Ravi Dhiman
Calgary,AB
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou
Summary
A Customer Success and Enterprise Account Management professional with over 15 years of experience in managing enterprise portfolios, driving renewals, and ensuring seamless service delivery. My journey has taken me across industries, from SaaS and technology to security and operations, where I’ve helped businesses optimize their processes, improve customer engagement, and achieve sustainable growth.
I have a deep passion for strategic planning, risk management, and customer success, ensuring that businesses not only retain their customers but also expand their relationships. I managed multi-million-dollar enterprise accounts, driving 95%+ renewal rates and increasing customer engagement by 20%. In my role at CATSA, I led service delivery operations, overseeing 300+ personnel while ensuring 98% compliance with SLAs and optimizing security screening efficiency.
With a PMP certification, Lean Six Sigma expertise, and Certified Scrum Master (CSM) accreditation, I bring a data-driven and structured approach to solving business challenges. My ability to align cross-functional teams, implement process improvements, and enhance customer experiences has been a key driver in my career.
Beyond work, I’m always exploring new ways to optimize operations and customer relationships through technology and analytics. If you’re looking for a strategic partner to drive customer success, operational excellence, and revenue growth, let’s connect!
Connect with me on LinkedIn or reach out directly.
Overview
16
16
years of professional experience
Work History
Service Delivery Manager
CATSA
Calgary, Alberta
07.2023 - Current
- Led a team of supervisors and frontline staff, achieving a 98%+ SLA compliance in service delivery.
- Developed and enforced KPIs for security screening efficiency, improving throughput by 15% during peak hours.
- Managed scheduling and workforce deployment for 300+ employees, ensuring 100% compliance with CATSA regulations.
- Conducted real-time risk assessments, mitigating potential security breaches and improving compliance with aviation security standards.
Customer Success Manager
Basware
09.2021 - 04.2023
- Managed a portfolio of 20+ enterprise accounts ($500K-$2M ARR) in a SaaS and AP Automation environment, achieving a 95% renewal rate.
- Developed and executed strategic customer success plans, increasing customer engagement and upselling revenue by 20%.
- Lead a team of 15 Customer Service Managers, focusing on improving customer engagement with SaaS tools, reducing support escalations by 30%.
- Analyzed customer usage patterns in AP Automation tools, optimizing invoice processing times and increasing active user rates by 25%.
Operations Manager - Customer Success
Tech Mahindra Business Services
11.2018 - 09.2021
- Managed enterprise accounts & renewals for 120+ associates supporting AT&T with a 94% customer satisfaction rate.
- Resolved 1,800+ service tickets using ServiceNow with a 95% first-call resolution rate, improving customer experience and operational efficiency.
- Increased team productivity by 20% by implementing process improvements and optimizing workflow automation tools like ServiceNow and JIRA.
- Increased retention rates by 15% through proactive customer relationship management and engagement strategies.
Assistant Manager (Customer Success & Support)
IBM, Global Business Services
10.2013 - 04.2018
- Supervised a team supporting Intuit QuickBooks, achieving a 78% customer satisfaction rate through targeted performance coaching.
- Managed the resolution of 1,500+ customer inquiries per month, ensuring timely and accurate responses to issues related to accounting software and financial management.
- Trained and onboarded over 500+ new employees in QuickBooks processes, emphasizing invoicing and reconciliation, which reduced training time by 30%.
- Oversaw the monthly reconciliation of client accounts and invoices, ensuring accuracy and timely processing, which improved financial reporting accuracy by 15%.
Technical Support
Post Graduate Institute Of Medical Education And Research
10.2008 - 09.2013
- Assisted with updating network support best practices for use by team
- Developed and implemented preventive maintenance procedures
- Responsible to manage department network connectivity
- Service installation, maintenance and troubleshooting of all kinds of desktops
- Troubleshooting and installation of Network Printers, Line printers and Servers
- Conducting video-conferencing sessions via LAN, WAN, VPN, & MPLS connectivity
Education
Bachelor of Computer Application - (BCA)
03.2013
Diploma - Electronics & Communication
12.2009
Skills
- Project Planning and Execution
- Application Development
- Cross-functional Collaboration
- SaaS
- Cost Analysis and Savings
- Key Performance Indicators
- Communication Management
- Adaptability
- Problem Solving
- Problem Management
- Quality Assurance
- Team Collaboration
- Decision-Making
- Production Support
- SLA Agreements
Accomplishments
- Contributed to increase the business rating for the year from 4.2 to 4.8 stars.
- Supervised team of 100+ staff members.
- Received seven 5-Star Gartner reviews through effectively helping B2B Clients.
- Contributed to the success of a fundraising gala by managing guest inquiries, ensuring a seamless experience for over 300 attendees.
- Coordinated with vendors and addressed issues in realtime, resulting in a 25% increase.
- Assisted over 500 callers on a mental health helpline, providing empathetic support and information on available resources.
- Improved response time by 20% through effective communication and collaboration with team members.
Certification
- PMP Project Management Professional 2023-08
- Certified Scrum Master 20023-05
- Learning Data Analytics 2023-09
- Business Writing Principles 2023-03
- Communicating Across Cultures 2023-02
- Critical Thinking May 2023-02
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Manager - CATSA
07.2023 - Current
Customer Success Manager - Basware
09.2021 - 04.2023
Operations Manager - Customer Success - Tech Mahindra Business Services
11.2018 - 09.2021
Assistant Manager (Customer Success & Support) - IBM, Global Business Services
10.2013 - 04.2018
Technical Support - Post Graduate Institute Of Medical Education And Research
10.2008 - 09.2013
Punjab Technical University - Bachelor of Computer Application, (BCA)
Thapar University - Diploma, Electronics & Communication
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