Резюме від 10 серпня 2021 PRO

Nigam Alex

Account Manager, Customer Support Team lead

Повна зайнятість.

Вік:
36 років
Місто:
Одеса

Контактна інформація

Шукач вказав телефон та ел. пошту.

Щоб відкрити контакти, увійдіть як роботодавець або зареєструйтеся. Доступ до контактів — від 390 грн.


Досвід роботи

Technical Account Manager

з 08.2016 по 09.2020 (4 роки 1 місяць)
SMTP.com, Одесса (Email Delivery.)

•Managed a portfolio of 100+ clients across a diverse set of industries like E-commerce, Telecom, Airlines for a suite of products across email deliverability, marketing platforms etc.
•Maintained customer churn below 5% for 12 consecutive quarters.
•Served as trusted business and technology advisor to large enterprise clients like Best Buy, Virgin Atlantic, Nurse.com, Affinity Solutions, Telecom Romania and many others.
•Displayed strong communications skills and creative, audacious planning to help overcome clients obstacles.
•Maintained a technical overview of the client environment, including incident/problem tracking and routine check-ins.
•Built of deep, long-term customer relationships contributing to high customers lifetime value.
•Fostered & built business relationships with other cross functional teams including peer Customer Support Agents, Sales Dept., Developers and Network Administrators.
•On a daily basis by work on customer issues, providing guidance on possible strategies to take, and stay in tune with the active projects for each of them.
•Trained and mentored new staff members to quickly and effectively ramp them up on the products and client relationship.
• 8+ years of working experience with Salesforce platform (which is a SAAS software), in order to manage daily customer information, track sales, billing and invoice related queries and day-to-day reporting.
• 5+ years of experience with Hosted Interspire Software (a SAAS based software) which included the integration of customer's data on to our Hosted Interspire software and guiding and coaching them through the complete process.
• I was also responsible for providing educational-trainings over the phone/chat/email related to our product and assist them achieve their goals.
•. Additionally, as I was accountable for tracking client's progress, I also performed the upsell.

Technical Support Manager

з 01.2012 по 08.2016 (4 роки 7 місяців)
SMTP.com, Odessa (Email Delivery)

•Acted as primary technical point of contact for customers and partners to address their technical challenges.
•Analyzed customer workflows and made improvement recommendations to increase efficiency.
•Acted as a lay son to product team for feature improvements based on clients suggestions.
•Collaborated closely with the development/network Operational team on advanced troubleshooting


Освіта

Odessa National Medical Institute

Medicine, Odessa
Вища, з 2003 по 2010 (6 років 8 місяців)


Додаткова освіта

Online course of FIGMA, Web Designing & Web Development (2020, 4 months)


Професійні та інші навички

Навички роботи з комп’ютером
•Certified in Web Design, Webflow Development and Figma, knowledge of HTML, CSS, Wordpress, Proficient in Adobe Photoshop + Adobe After Effects.
•Advanced user for Windows 7/8/8.1/10, Mac OS, Linux, Bash, Microsoft Office, Office 365, Helpscout
•8+ years with Salesforce Cloud CRM, Jira and Confluence, 7+ years with Zuora billing platform
•Strong knowledge of networking technologies (IP, DNS, SPF, DKIM, DMARK...)
•Proficient in AWS development and solutions architecture …with EC2, S3, RDS etc.


Знання мов

  • Англійська — вільно
  • Російська — вільно
  • Хінді — вільно
  • Українська — початковий

Рекомендації

Ильин Максим Викторович
VP SMTP.com, 0636280879


Додаткова інформація

Akhilesh Nigam
Odessa, Ukraine. [відкрити контакти](див. вище в блоці «контактна інформація») * [відкрити контакти](див. вище в блоці «контактна інформація»). Skype: akhilesh.smtp

Career Overview.

Customer-Focused, IT professional with 8+ years’ experience in Technical Account management, Network administration and user support. Strong team leader with experience in people management, training and mentoring. Critical thinker who consistently exceeds performance standards. Self-Organized, Level-headed and calm in stressful situations with well-developed people skills. Hold Master’s degree. Adept at working with people of different cultures.

Skills.
•Exceptional customer service skills
•Upselling and consultative selling
•First class negotiating and selling skills
•Staff training and supervision
•Strategic account development
•Technical sales and support
•Ability to handle surprises.
•Excellent written and verbal communication skills

Experience.

08/2016 – 09/2020Technical Account Manager SMTP.com – Odessa
•Managed a portfolio of 100+ clients across a diverse set of industries like E-commerce, Telecom, Airlines for a suite of products across email deliverability, marketing platforms etc.
•Maintained customer churn below 5% for 12 consecutive quarters.
•Served as trusted business and technology advisor to large enterprise clients like Best Buy, Virgin Atlantic, Nurse.com, Affinity Solutions, Telecom Romania and many others.
•Displayed strong communications skills and creative, audacious planning to help overcome clients obstacles.
•Maintained a technical overview of the client environment, including incident/problem tracking and routine check-ins.
•Built of deep, long-term customer relationships contributing to high customers lifetime value.
•Fostered & built business relationships with other cross functional teams including peer Customer Support Agents, Sales Dept., Developers and Network Administrators.
•On a daily basis by work on customer issues, providing guidance on possible strategies to take, and stay in tune with the active projects for each of them.
•Trained and mentored new staff members to quickly and effectively ramp them up on the products and client relationship.


08/2016 – 09/2020Technical Support Representative SMTP.com – Odessa
•Acted as primary technical point of contact for customers and partners to address their technical challenges.
•Analyzed customer workflows and made improvement recommendations to increase efficiency.
•Acted as a lay son to product team for feature improvements based on clients suggestions.
•Collaborated closely with the development/network Operational team on advanced troubleshooting.


Software Proficiencies.
•Certified in Web Design, Webflow Development and Figma, knowledge of HTML, CSS, Wordpress, Proficient in Adobe Photoshop + Adobe After Effects.
•Advanced user for Windows 7/8/8.1/10, Mac OS, Linux, Bash, Microsoft Office, Office 365, Helpscout
•8+ years with Salesforce Cloud CRM, Jira and Confluence, 7+ years with Zuora billing platform
•Strong knowledge of networking technologies (IP, DNS, SPF, DKIM, DMARK...)
•Proficient in AWS development and solutions architecture …with EC2, S3, RDS etc.


Additional
•IELTS Language Test Score: Overall Band – 8
•English Fluently • Russian Fluently • Ukrainian Fluently • Hindi Fluently (Mother tongue) • Punjabi Fluently
•Sociable, Purposeful, Passion for technology, Responsible, Attentive, open to learning new technologies
•My favorite hobbies are photography, fishing and I am very enthusiastic towards new inventions in the automotive industry.


Схожі кандидати

Усі схожі кандидати


Кандидати у категорії
Кандидати за містами

Порівняйте свої вимоги та зарплату з вакансіями інших підприємств: