Summary
Work History
Education
Skills
Certification
Timeline
Languages
Hobbies
Overview

Samuel Abinash Sethy

Manager, Customer Success
Secunderabad

Summary

Results-driven Customer Success expert with a consulting-driven approach. Led high-performing teams, fostering a customer-centric culture, and boosting retention. Proven in crafting innovative strategies for seamless onboarding, adoption, and key account expansion. Strong business acumen and exceptional relationship-building skills. Eager to leverage leadership, analytical insights, and passion for excellence to drive success.

Work History

Manager, Customer Success

Openprise
Hyderabad
07.2022 - Current
  • Lead a high-performing customer success and support team, fostering a customer-centric culture for exceptional performance and retention.
  • Develop and execute consulting-driven customer success strategies, ensuring seamless onboarding, adoption, and expansion of key accounts.
  • Collaborate cross-functionally to address customer challenges, improve product functionality, and deliver outstanding consulting services.
  • Stay updated on emerging technologies to identify opportunities for process improvement and enhanced business functionality.
  • Partner with HR to adapt recruitment strategies, identify exceptional talent for cross-functional teams, and establish competitive compensation packages, ensuring sustained success in a dynamic work environment.
  • Cultivate and maintain strong relationships with key stakeholders, including clients, sales teams, and other departments.
  • Drive continuous improvement, provide feedback on customer issues, and propose enhancements to elevate the customer experience.
  • Demonstrate strong business acumen, understanding and communicating client needs to the product development team.

Customer Success Manager

Openprise
Hyderabad
09.2019 - 06.2022
  • Mentored and supported the customer success and support team, ensuring exceptional consulting-driven service delivery and high satisfaction.
  • Owned overall relationships with assigned clients, managing onboarding, implementation, training, increasing adoption, ensuring retention, and maintaining high levels of customer satisfaction.
  • Established trusted and strategic advisor relationships to drive continued value of products and services through consulting-oriented approaches.
  • Developed and maintained customer success strategies, best practices, and consulting support content in collaboration with the creative team.
  • Effectively communicated with both internal and external senior-level management to understand customer needs, maximize retention and growth, and share insights.
  • Retained customers and prevented churn through proactive identification and resolution of customer issues, delivering excellent consulting services.
  • Identified upsell and cross-sell opportunities by understanding customer needs and recommending additional products or services to achieve desired outcomes.
  • Collaborated with internal teams, including sales, product development, and marketing to meet customer needs and deliver value through consulting expertise.
  • Advocated for customers within the company, ensuring their voice is heard in decision-making processes.

Quality Analyst

VCC India Private Limited
Hyderabad
10.2017 - 08.2019
  • Performed quality assurance assessments on customer interactions, ensuring adherence to company standards and enhancing customer satisfaction.
  • Provided regular updates to team leadership on quality metrics and initiatives, leading to reduced risks and errors.
  • Collaborated with cross-functional teams to introduce quality training programs, resulting in improved customer retention and more seamless customer experience.

Technical Support Representative

XPM Services Private Limited
Secunderabad
02.2015 - 08.2017
  • Provided exceptional technical support and troubleshoot software/hardware issues.
  • Collaborated with cross-functional teams to resolve complex problems promptly.
  • Owned and coordinated the resolution of escalated calls, collaborating closely with relevant resources, leading to higher customer satisfaction and improved retention rates.
  • Contributed to training programs for continuous improvement.

Customer Service Executive

HSBC
Vizag
10.2012 - 01.2015
  • Delivered exceptional customer service, managed interactions, and tracked satisfaction.
  • Resolved account inquiries, transactions, and disputes promptly.
  • Elevated customer satisfaction scores with superior conflict resolution and problem-solving abilities.

Technical Support Executive

Sutherland Global Services
Vizag
01.2011 - 05.2012
  • Addressed technical support queries through various channels promptly.
  • Analyzed feedback for recurring issues and improved customer experience.
  • Identified upselling opportunities and collaborated with supervisors and cross-functional teams to pursue them.

Customer Care Executive

IBM
Vizag
05.2009 - 01.2011
  • Managed inbound inquiries, resolved complaints, and educated customers on self-help options.
  • Recognized customer needs and successfully upsold a range of value-added products and services.
  • Offered guidance and coaching to new members for a seamless transition and readiness in the live environment.

Education

MBA - Human Resources Management

Alagappa University, Karaikudi

Bachelor of Science - Computer Science

Andhra University, Vizag

Skills

  • Adaptability and Flexibility
  • Customer Relationship Management
  • Team Leadership
  • Continuous Learning and Growth
  • Support Analysis and Troubleshooting
  • Problem Solving
  • Analysis and Reporting
  • Quality Assurance
  • Coaching and Mentoring
  • Recruiting

Certification

  • Microsoft Office 365
  • Microsoft Power BI
  • Zendesk Customer Service Professional
  • SQL
  • Python

Timeline

Manager, Customer Success - Openprise
07.2022 - Current
Customer Success Manager - Openprise
09.2019 - 06.2022
Quality Analyst - VCC India Private Limited
10.2017 - 08.2019
Technical Support Representative - XPM Services Private Limited
02.2015 - 08.2017
Customer Service Executive - HSBC
10.2012 - 01.2015
Technical Support Executive - Sutherland Global Services
01.2011 - 05.2012
Customer Care Executive - IBM
05.2009 - 01.2011
Alagappa University - MBA, Human Resources Management
Andhra University - Bachelor of Science, Computer Science

Languages

English
Hindi
Telugu
Bengali
Odia
Tamil

Hobbies

  • Playing guitar and keys
  • Reading books
  • Decorating

Overview

14
14
years of professional experience
1
1
Certificate

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Samuel Abinash SethyManager, Customer Success