Sridevi Subbiah
Esch-sur-Alzette,LU
Summary
Results-oriented Client Relationship Manager offering 20 years of experience in Fintech sales and service roles. Employing voice of the client (VOC) expertise to drive top-quality customer experience and satisfaction. Outstanding communicator excelling at building and retaining long-term relationships.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Client Relationship Manager /Customer Success Manager
Temenos Luxembourg S A
Luxembourg, Luxembourg
11.2009 - 05.2024
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Researched new technologies and initiatives to improve customer experience.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Developed custom solutions for customers based on their individual business objectives.
- Coached team members on best practices for delivering exceptional customer experiences.
- Assisted sales team by providing technical expertise during the sales process.
- Implemented feedback loops from customers into product development processes.
- Oversaw key customer relationships to close strategic opportunities.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Collaborated with cross-functional teams to establish customer success programs.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Produced thorough, accurate and timely reports of project activities.
- Identified new business opportunities through research and analysis of client needs.
Support Manager
Thesys Technologies
Chennai, Tamilnadu India
06.2005 - 09.2009
- Monitored customer service performance metrics and identified areas for improvement.
- Coordinated with external vendors to resolve complex technical problems.
- Developed and implemented quality assurance procedures to ensure high levels of customer satisfaction.
- Resolved escalated customer complaints in a timely manner.
- Created reports detailing customer service trends and team performance data.
- Ensured compliance with applicable laws and regulations regarding customer service practices.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
- Resolved complex and escalated support issues.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Analyzed business performance data and forecasted business results for upper management.
Education
Bachelor of Arts - Economics
University of Madras
Chennai , Tamilnadu India06-2000
Skills
- Client Retention Strategies
- Relationship building and management
- Opportunities Identification
- Problem-solving aptitude
- Business Analysis
- Presentation Development
- Account Management
- Research and due diligence
- Customer Trend Analysis
- Customer Portfolio Management
- Client Base Retention
- Effective Communication
- Sales process
- Customer Complaint Resolution
- Business Development
- Multidisciplinary team leadership
Affiliations
I'm passionate about drawing and painting and play badminton in my free time.
Certification
- PRINCE2® Practitioner 2017 Version
Languages
English
First Language
Accomplishments
Temenos Excellence Awards – T24 GEM award for the client satisfaction and project performance Recognition (Q1 2010- 2011)
Temenos Loans and Deposits product stabilization and performance recognition award 2013.
Thesys Technologies - Performance Excellence Award for the AMEX project.
References
References available upon request.
Timeline
Client Relationship Manager /Customer Success Manager
Temenos Luxembourg S A
11.2009 - 05.2024
Support Manager
Thesys Technologies
06.2005 - 09.2009
Bachelor of Arts - Economics
University of Madras
- PRINCE2® Practitioner 2017 Version
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