Siby Zacharia Kuriakose
Account Manager
Sydney,NSW
Summary
Highly motivated and results-driven customer success professional with over 10 years of experience in nurturing strong client relationships and ensuring customer satisfaction. Adept at understanding customer needs and aligning them with product offerings to drive customer success. Proven track record of driving customer retention and revenue growth through proactive support and strategic guidance. Excellent communication and interpersonal skills with a passion for delivering exceptional customer experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Account Manager
GLINTECH
05.2022 - Current
- Cultivate and maintain long-term relationships with a diverse portfolio of key clients, acting as the primary point of contact for all customer-related inquiries and needs.
- Collaborate with cross-functional teams to ensure seamless onboarding and successful implementation of products.
- Proactively engage with customers to identify opportunities for upselling and cross-selling, contributing to customer account expansion.
- Conduct regular business reviews with clients, showcasing product performance, and suggesting tailored solutions to address their evolving business objectives.
- Monitor customer health metrics and usage patterns to identify potential risks and develop proactive strategies, to decrease the churn rate
- Address customer escalations and resolve issues promptly, maintaining a 95% customer issue resolution rate
- Gather customer feedback and help manage customer-requested feature implementations
- Understand how to communicate effectively to business users and stakeholders of varying levels of technical ability
- Make a significant contribution to GLiNTECH’s sales targets and related metrics (e.g., lead turn-around, pipeline, billability)
- Work with key account contacts and business partners to develop a vision for the customer
- Cultivate opportunities across various stakeholders for software, services, solutions, and training
- Assist with urgent requests or issue escalations as required
- Keep up to date with new product releases, updates, and licensing models with preferred vendors
- Maintain the Company’s Customer Relationship Management (CRM) system (Salesforce) including adding new leads, data clean-up/validation for accounts and contacts, and reporting
- Always looking for ways to improve and optimize the customer’s experience
- Engaged in tool and process improvements to streamline customer success activities and services
- Collaborate in a team as well as independently to solve problems
- Provide leadership to support engineers in Managed Services, team activities, individual mentoring, and administration
- Work with support engineers to ensure high delivery of service and client support
- Participate in hiring and offboarding of team members.
Customer Success
Bench Media Pty Ltd
10.2019 - 04.2022
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Functional Consultant
Silverdrop Pty Ltd
09.2018 - 09.2019
- Manage internal relationships with division managers and peers
- Working with the Client Services Manager and Silverdrop team to assist with broader client communications and the smooth operation of internal processes
- Do everything necessary to result in happy clients who are utilizing Silverdrop's services frequently.
- Manage High-level relationships closely
- Understand client needs and deliver services to fulfill those needs
- Established priorities and drove accountability for assigned initiatives, providing leadership.
- Developed and implemented reports and presentations for key stakeholders and senior management.
- Assist and advise clients with their application and database setups
- Assist client with upgrades, archiving, maintenance, configuration, end of the year, and efficiency as a Subject Matter Expert in functional details to learn some technical aspects of the HRIS platforms
- Installation, implementation, and configuration of new product and its various modules
- Find inefficiencies and areas the client could improve on and upsell the solution to the client
- Delivery of Silverdrop services in a timely and accurate manner, thereby creating loyal clients who continue to use our services
- Preparing project-related requirements documents for each implementation
- Travel to customers to offer training and go-live support
- Ability to upsell and deal with executives and operational staff
- Skilled at working independently and collaboratively in a team environment.
- Assist with innovation and strategy for all product and service offerings
- Manage customer accounts through to and after go-live.
Implementation Consultant
Sonic Healthcare
03.2014 - 09.2018
- Support the Project team to effectively scope and translate business requirements solutions that are technically feasible and meet client objectives
- Work with the Sonic Healthcare product management and development teams to advocate, scope, and test enhancements to the suite of products
- Contribute to the development and implementation of new service offerings
- Work with the services team to identify and implement processes and best practices that improve their agile workplace culture
- Deliver managed services as part of cyclic proactive processes to maintain the health and usage of the solution implemented for clients
- Ownership and management of the implementation process, best practice, and service process improvements
- Guide and mentor junior consultants to implement their range of solutions for clients and partners
- Ensure all project artifacts are created in line with company best practices and are stored online in the relevant system
- Providing technical expertise and best practice advice to clients’ post- implementation to assist them in getting the most out of their technology solutions
- Participate in various business initiatives to highlight service impact, representing the client experience and challenging the status quo
- Be an escalation point to the services team, helping troubleshoot various implementation questions/challenges
- Help train the client on the product offerings pre-implementation and then deliver proactive support post-implementation.
Information Systems Application Support
Bechtel Australia Pty Ltd
10.2011 - 01.2014
- Handled initial troubleshooting and escalation of service requests.
- Trained users on how to properly operate equipment and software programs.
- Used ticketing systems to manage and process support actions and requests.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted with updating technical support best practices for use by team.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Compiled and accurately entered data for each customer encounter to record in system.
- Documented support interactions for future reference.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Configured hardware and granted system permissions to new employees.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained thorough knowledge of company departments and compliance programs.
- Supervised and monitored delivery of contractual services according to SLA agreements.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Customer Service Officer (IT Service Desk)
Queensland Government
06.2011 - 10.2011
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Masters - Information Systems Management
Griffith University
Brisbane, QLD07.2009
Skills
- Customer Relationship Management
- Customer Onboarding and Implementation
- Account Management
- Product Adoption and Training
- Customer Feedback Analysis
- Upselling and Cross-Selling
- Issue Resolution
- Customer Health Monitoring
- Business Reviews and Reporting
- Communication and Interpersonal Skills
Certification
- Amazon Cloud Certified Practitioner
- Atlassian Certified for Managing Jira Cloud Projects
Timeline
Technical Account Manager
GLINTECH
05.2022 - Current
Customer Success
Bench Media Pty Ltd
10.2019 - 04.2022
Functional Consultant
Silverdrop Pty Ltd
09.2018 - 09.2019
Implementation Consultant
Sonic Healthcare
03.2014 - 09.2018
Information Systems Application Support
Bechtel Australia Pty Ltd
10.2011 - 01.2014
Customer Service Officer (IT Service Desk)
Queensland Government
06.2011 - 10.2011
Masters - Information Systems Management
Griffith University
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