RAHUL KUMAR
Holland Park West,Australia
Summary
Dynamic Customer Success Manager with a proven track record at Cisco Systems, excelling in client management and cloud services. Expert in firewall troubleshooting and business continuity planning, I drive adoption and expansion strategies, ensuring clients achieve their desired outcomes while enhancing their overall experience. Passionate about delivering exceptional results and fostering strong relationships.
Overview
21
21
years of professional experience
Work History
Corporate Trainer for Customer Success/Technical Support Consultant and Engineer
Brainotech and DXC Technologies
Brisbane, QLD
04.2022 - Current
- Defining best practices for adoption, expansion, and sales perspectives.
- Creating tailor-made documents for training.
- Inviting guest celebrities during the sessions.
- Analyzing the workflow of an organization.
- Designing the workflow of an organization.
- Optimizing project adoption and 30, 60, 90-day plans.
- Consulting for the KPI, challenges, and use cases.
- Facilitated training sessions on software systems for diverse employee groups.
- Developed training materials aligned with company objectives and employee needs.
- Assessed employee skills to tailor training programs effectively.
- Collaborated with management to identify training gaps and opportunities.
- Implemented feedback mechanisms to improve training effectiveness and engagement.
- Coordinated logistics for workshops, including scheduling and resource allocation.
- Mentored junior trainers to enhance their instructional delivery skills.
- Evaluated training outcomes to ensure alignment with business goals and needs.
- Provided post-training follow-up support such as answering questions or providing additional resources.
- Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
- Monitored employee progress during training sessions to ensure understanding of material presented.
- Provided individual coaching sessions for employees who needed additional support with their job duties.
- Developed and implemented training programs to improve employee performance.
- Educated team members on time and resource management to improve organizational efficiency and control costs.
- Established clear expectations for employees prior to beginning any new program or process.
- Implemented effective onboarding processes for new hires into the organization.
- Boosted confidence of employees by providing skilled training to improve knowledge and productivity.
- Organized and facilitated team building activities to build a cohesive work environment.
- Troubleshooting Network and Normal Printers, Scanners, and Peripherals.
- Troubleshooting Routers, Switches, and Firewalls.
- Troubleshooting Applications, Desktops, and Servers.
- Configuring domain controllers and Active Directory.
- Assigning new users to the same or different domains, and workgroups.
- Helping users with training or coaching on desktops, laptops, and servers.
- Troubleshooting and configuring SCCM.
Customer Success Manager (EMEA)
Kaseya Software
Bengaluru
12.2019 - 04.2022
- Expansion and sales perspective.
- Creating proposal presentations for Pulseway, wherein all the Kaseya products can be sold.
- Retention of the existing clients.
- Analyzing the workflow of an organization.
- Designing the workflow of an organization.
- Optimizing project adoption and 30, 60, 90-day plans with key accounts.
- Consulting for the KPI, challenges, and use cases.
- Fostered strong relationships with clients to ensure satisfaction and retention.
- Guided customers through onboarding processes for software solutions.
- Collaborated with sales teams to identify customer needs and enhance offerings.
- Delivered training sessions to clients on product features and best practices.
- Analyzed customer feedback to inform product development and improvements.
- Coordinated with technical support to resolve client issues efficiently.
- Developed resources and documentation to streamline customer support processes.
- Monitored usage metrics to proactively address potential customer challenges.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Provided customer onboarding and training to ensure successful product adoption.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Worked closely with marketing team to create content that educates customers about our services.
- Conducted regular check-ins with clients to ensure their needs were met.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Coached team members on best practices for delivering exceptional customer experiences.
- Assisted sales team by providing technical expertise during the sales process.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Implemented feedback loops from customers into product development processes.
Corporate Trainer for Customer Success
06.2019 - 10.2020
- Company Overview: Indian and Global Sales and Customer Success
- Defining best practices for adoption, expansion, and sales perspectives.
- Creating tailor-made documents for training.
- Inviting guest celebrities during the sessions.
- Analyzing the workflow of an organization.
- Designing the workflow of an organization.
- Optimizing project adoption and 30, 60, 90-day plans.
- Consulting for the KPI, challenges, and use cases.
- Indian and global sales and customer success.
- Developed training programs tailored to company needs and employee skills.
- Facilitated workshops on effective communication and team collaboration.
- Assessed learning outcomes through participant feedback and evaluations.
- Coordinated logistics for training sessions, including scheduling and materials preparation.
- Mentored new trainers on instructional techniques and best practices.
- Implemented e-learning modules to enhance remote training capabilities.
- Collaborated with department heads to identify training gaps and opportunities.
- Delivered presentations on corporate policies and compliance topics to employees.
- Provided post-training follow-up support such as answering questions or providing additional resources.
- Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
- Monitored employee progress during training sessions to ensure understanding of material presented.
Customer Success Manager
Cisco Systems Ltd
02.2018 - 01.2019
- Company Overview: Certified Cisco Customer Success Specialist.
- Customer Success Manager for High Touch/top 20 Accounts at Cisco. The accounts handled by me were Tata Consultancy Services, Adani Enterprise, HDFC Group, Kotak Mahindra, and Bajaj Allianz, and I am the account owner from the adoption, expansion, and sales perspective.
- Worked with internal teams and customers to drive adoption, expansion, and upsell for the products and services purchased by customers from Cisco.
- The products and architecture supported for adoption were ISE, NGFW, DNAC, Email Security, DC, Hyperflex, SNTC, Web Security, and many more.
- Developed a clear and concise understanding of the customer needs, strategies, operational maturity, and business goals, as well as the industries where they used to operate.
- Leveraged the acquired knowledge of the customer to ensure Cisco enables customer success and achieves its business outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions.
- Focused on ensuring Cisco’s customers successfully maximize the value that they receive from the solutions they have purchased and attain their business outcomes through Cisco AS, TS, Manage & Operate, Consulting Services, Software, Cloud, and XaaS solutions, as well as any other components that are suitable for a subscription model.
- Drove adoption and positioning of solutions throughout all stages—Plan, Build, and Manage—of the lifecycle, inclusive of all Cisco offers, leading to appropriate renewal rates and referrals, along with the development of new opportunities.
- Facilitated the consumption of Cisco solutions.
- Measured and reported the impact of the offerings in place, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes.
- Led the expansion of current solutions as new opportunities are identified through an intimate business relationship with the key stakeholders.
- Proactively qualified, communicated, and transitioned the identified opportunities into Cisco Sales.
- Drove the successful introduction of new solutions based on the customer’s expected outcomes.
- Established a common understanding with the customer for the ROI they are getting from Cisco’s solutions, as and when the adoption and expansion strategy is executed.
- I used to be the advocate on behalf of the customer, ensuring a superior Cisco experience (following the execution of the ADOPT and EXPAND motions of Cisco Solutions, as described in the documented playbooks).
- Certified Cisco Customer Success Specialist.
- Developed strong relationships with clients to enhance customer satisfaction.
- Managed onboarding processes for new customers efficiently and effectively.
- Conducted regular check-ins to address customer needs and concerns promptly.
- Collaborated with cross-functional teams to resolve technical issues swiftly.
- Analyzed customer feedback to identify areas for service improvement.
- Provided training resources to empower customers in product usage.
- Facilitated communication between clients and internal teams for seamless support.
- Drove adoption of new features through targeted outreach campaigns.
Global Account Manager/Customer Success Manager
Replicon Software
10.2015 - 02.2018
- Emphasized 'Customer Experience' during regular interactions, selling workforce management, and time/cost management suites.
- I hunted and followed the sales process from lead generation to closure for acquiring new logos.
- Showcased the value of Replicon’s solutions, and ensured clients used the products to the fullest.
- I stayed on top of accounts that needed help in purchasing additional modules and licenses.
- I used to be responsible for all client communications, conflict resolution, compliance, and client deliverables.
- Worked closely with the Implementation and Renewals team to ensure we were successful.
- Proactively managed client satisfaction and service delivery by anticipating potential service problems and monitoring satisfaction.
- Used to keep the clients in the loop about new releases and features of the product.
- Managed global client relationships to ensure service satisfaction and retention.
Sr. Technical Account Manager
Navisite India Private LTD
09.2011 - 08.2015
- Overachieving monthly/quarterly/yearly Sales Quotas, worked as a Primary Sales Rep/Solutions Analyst to cultivate more business from the account Base to generate more revenue
- Hunt and follow the sales process from Lead Generation to Closure for getting New Logos
- Catered to around 300 Companies all across the globe for any services they required out of any Navisite/TWC’s Data Centers with a huge products/OEMs range, like HP (rack mounted DL380 and 580 series), DELL, CISCO (UCS, NEXUS, ASA), IBM, Supermicro, vMware, Citrix, EMC, Atmos, NetApp, Symantec, Geo-Trust, Verisign, TrendMicro, Postini, Microsoft (Exchange, MSSQL, Sharepoint, MBS – Great Plains, Axapta, CRM Dyanmics), Oracle, CDN (Edgecast), Backups (Avamar, eVault, Actifio), Double-take and Zerto Replication mediums
- Used to combine Hardware, Power, Space, connectivity, Network gears, Hypervisors, Software, and applications, proposing/designing Public, Hybrid, and Private Cloud solutions.
- Used to propose solutions for Disaster Recovery and BCP (Business Continuity Planning) for Cold, Warm, and Hot SDRs
- Nurtured business/hunting on the existing accounts and referrals to bring in new logos and new business. Defining USPs (Unique Selling Points) for the solution including the Products/OEMs to upsell and cross-sell after listening to the customers (in a meeting) about their requirements and issues with the current products/solutions
- Used to take care of multiple Verticals (Healthcare, Payment Industry, Media and Entertainment, Federal organizations, Educational Institutions, Manufacturing units, Law Firms Non-Profitable organizations and churches, etc) and help fill their requirements to bring in more business for the organization, that falls for any compliance (HIPPA, PCI, FISMA, NIST, Safe Harbour, FERPA, DPA) and their requirements
- Worked as a Service Delivery Manager/CRM to take care of all the issues/requirements that the clients used to have; like billing-related issues, collections, legal, and any technical issues
- Worked hand in hand with the Procurement and Project Management teams for the vendor management
- Worked with the order processing teams to be able to properly place the documents on vaults to make a proper internal closure, the team was called Deal-pack
- Used to give demonstrations on Hosting Services/Cloud/Infrastructure as a Service/Desktop as a Service to the clients (CTO’s/IT Directors/COO’s/IT Managers) to close the opportunities
- Used to meet the customers face to face, fieldwork to close the deals/existing issues
- Used to do channel/Vendor Management for gaming and CDN partners like Blizzard, Capcom, Namco
- Used to consult/sell Hybrid Cloud, Private Cloud, and Public Cloud out of different Cloud products like vCloud Director and Sphere
- Used to consult clients on Storage as a Service, Backup as a Service, and many more
- Used to take care of the entire Sales Cycle from replying to the RFP/RFQ/RFI/ROIs till closure
- Used to propose DR (Disaster recovery Solutions) and designing the secondary site with high-level/low-level diagram on Visio, considering the environment and Network
- Used to help the Implementation and other Technical Teams understand the requirements (based on the customer’s environment and challenges) to start the project/deliver the deliverables
- Worked with Legal/Collections/Finance/Billing/Technical Teams and almost all the departments with a smooth harmony to streamline the relations with the current clients; and to bring in more business
- Used to Offer IAAS, PAAS, Cloud, Colocation, SAAS, DAAS, Hosted Exchange, Dedicated Exchange, Dedicated Hosting, and Managed Hosting; Disaster Recovery solutions and business continuity plans and all Data Center Services to the clients
- Used to propose/consult the clients on Metered/Non-Metered Cloud with various managed offerings like Dedicated Exchange, MBS, Sharepoint Etc.
- Used to do transitions of the environments from shared/multi-tenant/legacy over to the dedicated ones or vice versa -(Cloud/Physical), Private to Public Cloud, Managed Hosting to Cloud, P2V and V2P
- Used to do migrations from IPV4 stacks over to the IPV6 one
Pre-Sales Manager Cum Technical Sales Consultant
Xceed IT Solutions
02.2008 - 09.2011
- Used to Organize meetings with the CTOs/Directors, explaining the products from the Technical/Economic point of view and proposing a Solution, following the complete Sales Cycle
- Used to Overachieve monthly and quarterly quotas on the software/hardware security products, like Panda Cloud Office Protection, Panda Admin Secure, Security for Post Fix/Qmail/Linux/Windows/Novell, hardware Gateway (appliances like Panda Gate Defender, Performa series
- Used to reply to the RFQ’s RFP's ROI, giving demonstrations, creating Solutions to bring in the Business Model as per the requirements
- Used to provide corporate support for Panda’s Clients/Channel partners (via Calls, Emails, and Chat to help the Sales/Technical Team in Canada
- Used to give Training and Presentations to the Sales teams and Customer Service for Panda about products and creating Security Policies
- Used to take part in the Global Meetings Organized by Panda to discuss Business opportunities globally
- Used to resolve tickets in the Forums and Posts globally and worked as a Panda Global Team Member
- Used to work as an Account Manager and Coordinate with corporate clients, giving them presentations/Demonstrations, closely used to working with the Technical Team to take care of all the clients
- Leading/Managing Customer Service/Corporate Sales/Retail Sales/Product Sales
- Strategic Planning/Coaching/Training to achieve targets
- Team Management: Used to assign/align work to the team and manage their leaves for the stakeholder parts
- Used to interact with the clients to discuss the goals/targets for the team for other projects than Panda
- Used to hire new candidates for the teams
- An appraisal based on KPIs achieved for the team
Floor Mentor cum resolution expert
I-Gate global solutions Fujitsu
12.2006 - 02.2008
- Used to troubleshoot Broadband/Dial-up issues for Virgin Media via Calls, Chat, and emails for three UK’s Major Telecom Companies; NTL, Blue Yonder, and Virgin.net
- Used to coach subordinates on Products and Technical Training
- Used to take Escalated calls and worked as a resolution expert for the entire team
- Used to upsell other products and antivirus in combo deals
- Used to provide support on Windows Vista/XP/2000/98/Me/2003 Server, MAC OS X,(MAC9.2
- Used to take monitor calls to enhance the quality of the calls for the team
Technical Support Engineer
WIPRO BPO SOLUTIONS
03.2005 - 09.2006
- Used to handle issues related to hardware problems, troubleshooting for Latitude, Dimension PCs for the entire tower (Motherboard including the cards and everything, Power Supply, Heat Sync, Fan, Processor), and monitor (Peripherals like Printer, Scanner, and Webcam)
- Used to handle issues related to Software troubleshooting (Operating systems, Application software Antivirus software, and also internet-related issues with Outlook and other mail clients
- Used to make outbound calls on behalf of the other technicians to resolve pending issues
- Used to make outbound calls to keep track of customer satisfaction surveys
- Used to handle inbound escalated calls, later on, started troubleshooting the high-end XPS systems as well
Education
MBA - International Business
Queensland University of Technology
Brisbane, QLD11-2023
CuSM Manager -
CISCO Systems
Mumbai01-2019
CCNA - Network Engineering
Info Park
New Delhi12-2010
BSC - Information Technology
Sikkim Manipal University
Delhi01.2009
Senior Secondary -
Sec. Greenway Modern School
Roorkee01.2004
Secondary -
K.V.
01.2001
Skills
- Firewall troubleshooting
- Antivirus solutions
- Spam and content filtering
- Business continuity planning
- Disaster recovery strategies
- Client management
- Presentation skills
- Consulting expertise
- OSI model knowledge
- LAN switching
- Cloud services (DaaS, IaaS, SaaS, PaaS)
- VMware and Citrix expertise
- Windows and Mac OS proficiency
- Server management (Windows 2000-2012)
- Exchange server administration
- Domain controller management
- Cloud antivirus protection
- Computer hardware troubleshooting
- Internet issue resolution
- Application software support
- Software-defined access technologies
- Identity services engine knowledge
- WAN optimization techniques
- Network switches and routers
Languages
- English
- Hindi
- Punjabi
Accolades And Awards
- Best tech in Dell (sharp-shooter)
- Star performer (iGate)
- Award of Excellence (XCEED)
- Relationship Manager Award
- 500% plus cloud quota achieved in 2013, Time Warner Cable
- Various certificates for overachieving the targets
Personal Information
- Total Experience: 15 Years +
- Date of Birth: 07/18/85
- Gender: Male
- Nationality: Indian
Timeline
Corporate Trainer for Customer Success/Technical Support Consultant and Engineer
Brainotech and DXC Technologies
04.2022 - Current
Customer Success Manager (EMEA)
Kaseya Software
12.2019 - 04.2022
Corporate Trainer for Customer Success
06.2019 - 10.2020
Customer Success Manager
Cisco Systems Ltd
02.2018 - 01.2019
Global Account Manager/Customer Success Manager
Replicon Software
10.2015 - 02.2018
Sr. Technical Account Manager
Navisite India Private LTD
09.2011 - 08.2015
Pre-Sales Manager Cum Technical Sales Consultant
Xceed IT Solutions
02.2008 - 09.2011
Floor Mentor cum resolution expert
I-Gate global solutions Fujitsu
12.2006 - 02.2008
Technical Support Engineer
WIPRO BPO SOLUTIONS
03.2005 - 09.2006
MBA - International Business
Queensland University of Technology
CuSM Manager -
CISCO Systems
CCNA - Network Engineering
Info Park
BSC - Information Technology
Sikkim Manipal University
Senior Secondary -
Sec. Greenway Modern School
Secondary -
K.V.