Sharad.

kulkarni
Ph: +919742180702
sharadkulkarni89@gmail.com

Professional Summary
Knowledgeable and performance-driven Customer Success Manager with 11 years of experience in managing
multiple accounts, Account renewals, Client onboarding, and increasing sales and revenue. ITIL Foundation
certified and a strong engineering professional with a Bachelor of Engineering (B.E.) focused in Instrumentation
Technology. 

Employment History

Customer Success Manager

Twilio Inc. - Bangalore - Full Time - July 2021 - Present

● Manage a portfolio of high revenue, long-term enterprise clients to ensure success of Twilio platform.
Build strong client relationships to nurture long-term growth and confidence in the product.
● Built and managed ongoing relationships with enterprise customers by listening to concerns, managing
expectations and proactively finding solutions, achieving a customer satisfaction rate of 90%.
● Help drive adoption and maintain top accounts with key stakeholders. Managed renewal business, achieved
85% in renewal rate
● Helped in converting 30% of all accounts into referenceable customers
● Maintain over 15 customer accounts and manage a rotating portfolio of new clients to ensure a successful
implementation and application of Twilio solutions/products
● Perform monthly account business reviews to ensure clients are meeting goals and make recommendations
to improve metrics
● Listened to customer feedback to identify different market trends and help product management develop
road maps that lead to success.

Customer Success Manager

Automation Anywhere – Vadodara – Full Time – Jan 2019 – May 2021

● Perform initial on-boarding of enterprise-level customers, ensuring strong adoption and ongoing
engagement throughout the customers lifetime
● Act as the primary customer advocate and management focal point within organization for all the enterprise
customers
● Establish and grow relationships with executive sponsors and decision makers

● Perform periodic customer success reviews and Quarterly business reviews that confirms the customers
satisfaction, resolve issues with the help of the Technical Support teams, Product engineering, and
professional services to ensure that customers are realizing greatest possible value from the product
● Worked with the team on the development, implementation and maintenance of customer first culture.
Maintained the business of over 20+ large scale accounts across APJ, ANZ, and US regions
● Periodic reviews with Account/Channel Managers to build and execute annual Success Plans for enterprise
customers
● Work closely with the Sales and Professional Services team to share customers insights that inform
additional product and service sales opportunities

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 ● Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our
products
● Ensured all- time positive customer experience by communication and maintaining professional
relationships

Client Services- Senior Client Service Engineer/Accounts Management

Envestnet Yodlee - Bangalore, India – Full-time - Jan 2014 - Dec 2018

● Act as a CSM for clients with query on Envestnet Yodlee Financial products, Aggregation Platform, API
developed for Financial Institutions, Investment and software firms, Processing implementation and
development request. Responsible for resolution of client requests within the agreed client SLAs
● Central Point of contact for all business functions e.g., Customers, Sales,Technical Account Managers,
Data Analysis and Engineering, Professional Services etc.
● Involvement in Projects working along with Principal/Strategic Account Managers to notify clients with
new and upcoming updates, testing post implementation, identify and assess risk throughout the project
● Assisting clients during on boarding over call or email with product guidance/ process and services
offered. Involvement or Sales and consultants for a better understanding and thus enhancing customer
satisfaction
● Attending Customer problem review meetings and consulting with clients on business questions, processes
and implementing the solutions
● Work closely with other divisions such as operations, product development teams etc. to ensure that
customers receive all necessary back up and support
● Developed ideas for enhancing, Turnaround Time to issue closure, worked with Quality Assurance for
Tool enhancement and new service Implementation

IT Operations/Support Analyst
Hewlett Packard Global Soft Ltd. - Bangalore, India - Full-time – Dec 2011 - December 2013

● Worked on Incident tickets raised on applications like Microsoft SharePoint, Lync and Office
Communicator, Outlook, HP remote access and SAP access using HP Service Manager [HPSM] ticketing
tool.
● Responsible for analyzing and raising the severity of internally raised incidents and provide end to end
management within approved SLA
● Handling day-to-day incidents, Problem analysis issues through internal monitoring or reported by Clients
Over Emails /Calls. Involving Technical teams over bridge for immediate troubleshooting and assistance
● Suggesting service improvement and development plans, discussing the same with the customer and after
sign off implementing them within the team
● Review and evaluate incident records to ensure handling of incident and severity level determination.

● Responsible for leading and supporting a Team of support engineers

● Part of HP support tools software testing team as UAT tester

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Certification & Training:
● ITIL Foundation

● Undergone software testing training at Q spiders training institute, Bangalore

Skills:

● Salesforce, Zendesk, Gainsight

● Experience working on data tools like Looker, Tableau

● Microsoft office suite

● Software testing (Manual)

Education:
● Bachelor of Engineering in Instrumentation Technology from Bangalore Institute of Technology
(Visvesvaraya Technological University, Belgaum) in the year 2011
● Diploma in Electronics & Communication from K. H. Kabbur Institute of Engineering, Dharwad in the
year 2008

Place: Bangalore (Sharad.kulkarni)

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