Shadman Chowdhury
Mississauga,ON
Summary
Senior Client Success Manager providing leadership to a team of CSMs and serving as escalation point for clients and internal departments. Performance-oriented Client Success & Sales Leader offering exceptional record of achievement over 10-year career. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing targets. Built high performing client success and sales teams. Strong people management skills and ability to coach, lead, and develop employees.
Overview
12
12
years of professional experience
Work History
Senior Manager, Client Success
Indeed.com
Toronto, ON
11.2019 - Current
- Directed a team of inside and enterprise managers to enhance across-the-board customer support, and better meet company service demands.
- Monitored, measured, and drove client services growth objectives by coaching, motivating, and disciplining staff
- Trained, led, and developed client success teams and instilled knowledge and skills to execute business strategies and deliver maximum client satisfaction and improve business retention.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of proactive work environment.
- Supervised daily operations and sales functions to maximize revenue, retention, customer satisfaction, and employee productivity.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
Senior Sales Manager
Softchoice Corporation
Toronto, ON
02.2016 - 11.2019
- Overachieved on all 2016-2019 targets - Gross Profit (143%), Business Retention (107%), New Buying Accounts (135%), Sales Calls (112%)
- Increased sales revenues to over $40 million annually for IT services by leveraging effective negotiating skills, product knowledge, and customer relationship management.
- Coached and promoted high-achieving Sales Managers and Account Management (enterprise and inside) employees
- Held biweekly meetings with Sales Managers, Account Executives, & Team Leads to identify techniques to overcome sales obstacles.
- Hired, supervised and coached 20+ employees on sales strategies to optimize performance.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership. This includes developing and building a Customer Success Team.
- Interviewed, onboarded, and mentored 20+ Customer Success professionals and provided training on organizational strategies which increased business retention by over 25%
Regional Sales Manager
Kognitive Marketing
Toronto, ON
02.2012 - 02.2016
- Strategically optimized sale results leading to a high direct profit for the designated regions, increasing gross profits by approximately 25%
- Worked with enterprise clients to strategically develop sales objectives; conducted target market analysis to create effective business plans to increase productivity, employee retention, and sales
- Executed effective recruitment and training of employees to ensure team members perform at a high-performing level to meet the shared values by clients
Education
BBA - Business Economics
University of Toronto
Toronto, ON04.2014
Skills
- Information gathering and analysis
- Business correspondence
- Salesforce
- Budgets
- Customer service
- Relationship development
- Organization
- Sales training and leadership
- Strategic corporate guidance
- MS Office
- Problem resolution
- Process improvement
- Team management
- Strategic Account Development
- Quality assurance understanding
Timeline
Senior Manager, Client Success
Indeed.com
11.2019 - Current
Senior Sales Manager
Softchoice Corporation
02.2016 - 11.2019
Regional Sales Manager
Kognitive Marketing
02.2012 - 02.2016
BBA - Business Economics
University of Toronto
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