Ravi Sharma

Presales and Customer Success Professional

Chennai, Tamilnadu

A geek at heart, I love to tinker with gadgets of all types and learn about upcoming technologies. A firm believer in the power of social media and apps, I am of the view that well-executed consumer technologies can help solve most problems that we face today. When not engrossed in the world of internet apps, you would most probably find me reading a graphic novel, watching a movie or listening to some folk/new age rock.

Work Experience

  • Chargebee

    Presales Manager |Jan, 2017Current

    • Currently working on setting up a data migration team to ensure smooth on-boarding of prospects and ensure the key success metrics are achieved for all strategic clients.
    • Set the PreSales process from scratch to scale including setting up ticketing for PreSales, Sales - PreSales Handover, Presales - CS HandOver and hiring & onboarding new team members.
    • Brought in implementation partners to assist prospects with technical needs during their setup phase with Chargebee.
    • Helped close key strategic accounts of Chargebee such as a major Automobile manufacturer and one of the world's largest brewer.
  • Chargebee

    Customer Success Manager|Apr, 2016Dec, 2016

    • Setting the client handover and account management process across the team.
    • Responsible for 30% CSAT increase across key mid market and enterprise clients of Chargebee.
    • Ensured a significant expansion of existing customers in mid market segment.
  • Chargebee

    Customer Success Specialist|May, 2015Mar, 2016

    • Responsible for managing health, retention, growth of SMB and mid sized clients of Chargebee.
    • Provide key technical guidance wherever necessary and making sure customers’ business goals are aligned with Chargebee product.
    • Present product demonstrations to prospective clients thereby making sure a clear set of requirements are crafted out and met before they come on-board.
    • Prepared QBR’s and discussed with clients to make sure their business goals are achieved and they keep growing with Chargebee.
    • Take care of priority tickets of customers involving complex use-case analysis and requirement fit analysis.
  • Symantec Corporation

    Subject Matter Expert - Norton Support & Services|Mar, 2011May, 2015

    • Lead a team of 15 associates on technical front, Quality monitoring and coaching, Provide product & process training to new hires.
    • Consumer escalations & supervisor calls.
    • Root cause analysis, fish-bone analysis with support data, agent inputs & logs.
    • Bottom performer management for increasing overall site metrics
    • Monitor & manage surge in product issue and customer contacts
    • Run a couple of projects for customer engagement & product feedback
    • Suggest improved solutions for upgrading knowledge base
    • Manage team level CSAT, NPS reports. & collaborate over a meeting per week with different teams for understanding upcoming features/policies and providing support data
    • Basically a go to guy for product & process related matters of a team
  • Sutherland Global Services

    Consultant - United Online|Aug, 2010Mar, 2011

    • Provided premium consultation to NETZERO and JUNO customers in the USA, over the phone, for technical assistance on internet issues.
    • Up sell and troubleshoot Norton Security Software

Education

  • SASTRA University

    B. Tech - Mechanical Engineering|Jul, 2006Apr, 2010

Skills

    • Product Implementation
    • Presales
    • Hiring
    • Technical account management
    • Team building
    • Team management
    • Process Building, Scaling, Enforcement & Structuring
    • Consultative Selling
    • Prospective Coaching
    • C, C++, JSP