Sanjay Belani
Makati
Summary
Customer Success Manager with experience managing a large number of accounts while maintaining high customer satisfaction. Focused on driving sales and business growth while building positive long-term relationships with customers. An expert in handling difficult situations with clients.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Engagement Manager
Rizing Philippines Inc.
09.2023 - 01.2025
- Built client relationships by setting up regular meetings and addressing client issues and ensuring aging tickets were resolved by consultants.
- Managed over fifteen different enterprise and global clients across the Southeast Asian region.
- Collaborated with the sales executive assigned to ensure all clients would renew their contracts in a timely manner.
- Delegated tickets to consultants on the team.
- Ensured that no SLAs were missed for 97% of tickets raised across all customers.
- Collaborated with finance department on invoicing accuracy and releasing billings.
- Played an instrumental role in improving customer satisfaction ratings for my accounts by working closely with the consultants to ensure timely and cost efficient solutions.
- Managed all client escalations with regards to ticket SLAs and payroll concerns.
- Utilized CSAT surveys and customer feedback in order to apply changes and improvements in the business process.
- Used industry expertise to discuss issues in layman terms with customers and translate that into technical requirements for the consultants.
Customer Success Manager
Sprout Solutions Philippines
03.2020 - 02.2023
- Introduced better customer care procedures to increase satisfaction levels by an average of 15% across my client base
- Managed around 35 accounts
- A combination of Enterprise, Mid-Market, and SMEs
- Managed 5 of the 10 largest enterprise accounts
- Conducted monthly health checks with clients to keep track of their issues and new initiatives
- Presented new feature releases and fixes to clients during monthly health check
- Conducted Quarterly Business Reviews (QBRs) with clients to understand the direction of their company and to share ours
- Presented Product Roadmap for the year to clients during Quarterly Business Reviews
- Managed and created all renewal contracts and addendums after the sales stage
- Escalated customer complaints as needed
- Maintained a customer satisfaction score of 93% (9.3/10)
- Maintained strong relationships with new and existing customers through building rapport
- Contributed to new product ideas, drawing on knowledge of customers' common pain points
- Assist support team with challenging client interactions
- Actively seek new sales opportunities with existing customers
- Assist finance team with collections with overdue accounts
- Introduced a new process on counter-checking invoices with finance team which helped the company locate $80,000 in unbilled invoices to clients
- Responsible for coming up with creative deals in order to strengthen client retention and relationship
- Managed to have zero clients churn through 3 years
- Led discovery discussions with clients to understand their feature requests and cascade that information to the product team
- Responsible for coming up with automations and out of the box solutions to address system limitations and manual work being done by clients
- Worked closely with Product and Engineering team on special technical projects for Enterprise accounts
Customer Success Manager
Clear Mile Technology and Services
01.2018 - 02.2020
- Actively seek new sales opportunities with existing customers.
- Streamlined team’s customer handling processes.
- Escalated customer complaints as needed.
- Addressed and resolved complex customer issues
- Directly worked with client executives (C-Level)
- Helped the company acquire new leads using testimonials pertaining to excellent customer satisfaction
- Responsible for working with our CEO and development team on testing new features prior to deployment
- Responsible for diagnosing and reporting any server outages or database crashes to the development team
- Supported payroll processes of all clients under Clear Mile
- Gathered complete requirements from clients on any change requests or customizations
- Conducted system training for all employees of Clear Mile
Project Implementation Manager
Clear Mile Technology and Services
10.2016 - 01.2018
- Prepare project timeline, schedule tasks, allocate resources to team members, and monitor projects to ensure they are completed on time and under budget
- Drove initiatives to automate manual processes for data management to be simplified
- Point of contact for stakeholders and vendors throughout the project lifecycle
- Implemented full HRIS and Payroll software for a total of 12 companies
- Conducted system training for all clients and their employees before go-live
- Created a Knowledge Base repository that was made available to all clients
- Led the discovery session with clients to understand their company processes and how the system can support it
- Responsible for demonstrating the system to clients during the sales stage
Business Consultant
Glosons Trading Ltd. Co
09.2015 - 09.2016
- Managed and trained the entire accounting and operations department of the company.
- Streamlined a process for all importations of the company from different parts of the world (EU, US, ASIA).
- Implemented an accounting software which helped the company make critical decisions such as knowing the threshold for discounts and marketing support.
- Reduced the company's receivables by over 50% in a year.
- Created business processes for the accounting department to ensure proper documentation of all inflows and outflows.
- Implemented a triple-check inventory system which was signed off daily and reduced warehouse losses to 0.2% from an average of 7.9%.
- Improved delivery process and turnaround time which led to quicker re-orders and more sales.
- Managed to reduce the taxes of the company by 15% filing more expenses under the company's name which improved overall profitability
- Spearheaded an initiative to analyze the SKUs, which resulted to trimming down 206 SKUs to 97 which were profitable and fast moving
- The delisted SKUs were slow-moving products wherein the corporation was losing money due to expiration of these products.
- All the processes implemented led to a 17% increase in sales and a 19% increase in annual net profit
Advanced Programming Specialist
IBM Solutions Delivery Inc.
07.2014 - 09.2015
- The primary role was to resolve access and role issues that would interfere with the work of the users when using SAP CRM.
- Extract daily, weekly, and monthly ticket reports using the BMC ITSM Ticketing tool.
- Extract the Operational Support System (OSS) team's weekly report and make sure progress is made on each deliverable every single week.
- Responsible to make sure that all tickets under the SMS-AO team were updated daily and there was progress being made.
- Provides end-to-end technical support to users through Incident and Problem management.
- Does testing for any upgrades that will be transported from Quality System to the Production system.
- Ensure that all upgrades are bug-free prior to deployment.
- Made timely decisions to ensure that SLAs are not breached to prevent significant impact on customer usage.
Education
Bachelor Of Science - Information Technology
University Of Asia and the Pacic
06.2014
High School Diploma - undefined
Operation Brotherhood Montessori Center Inc
03.2010
Skills
- Project Management
- Account Management
- Interpersonal Skills
- Software as a Service (SaaS)
- HR And Payroll Systems
- Integrating Systems (using APIs)
- SAP
- System Implementation
- SQL
- Java
Certification
PRINCE 2 Foundation, 05/01/19
Languages
Tagalog
English
Hindi
Sindhi
Timeline
Client Engagement Manager
Rizing Philippines Inc.
09.2023 - 01.2025
Customer Success Manager
Sprout Solutions Philippines
03.2020 - 02.2023
Customer Success Manager
Clear Mile Technology and Services
01.2018 - 02.2020
Project Implementation Manager
Clear Mile Technology and Services
10.2016 - 01.2018
Business Consultant
Glosons Trading Ltd. Co
09.2015 - 09.2016
Advanced Programming Specialist
IBM Solutions Delivery Inc.
07.2014 - 09.2015
High School Diploma - undefined
Operation Brotherhood Montessori Center Inc
Bachelor Of Science - Information Technology
University Of Asia and the Pacic
Similar Profiles
Shazni MarwanShazni Marwan
Program Director at Rizing Germany GmbHProgram Director at Rizing Germany GmbH
Annie CrowAnnie Crow
Recruiter, Consumer Industries at Rizing, LLC (Wipro Company)Recruiter, Consumer Industries at Rizing, LLC (Wipro Company)
Marcelo RosaMarcelo Rosa
Frontend Developer at RizingFrontend Developer at Rizing