Sacha Balasubramaniam
Brooklyn,NY
Summary
- Customer Success Manager focused on enhancing client satisfaction through strategic onboarding and proactive account health monitoring. Successfully cultivated relationships with enterprise clients, ensuring seamless integration and improved loyalty. Committed to optimizing user experiences with effective training solutions and tailored success strategies. LinkedIn: https://www.linkedin.com/in/sacha-b-8ab249206/
Overview
7
7
years of professional experience
Work History
Enterprise Customer Success Manager
Versant Media/NCSI
07.2024 - Current
- Led onboarding processes for new enterprise clients, ensuring seamless integration experience.
- Developed and implemented customer success strategies aligned with organizational goals.
- Cultivated strong relationships with enterprise clients, improving customer satisfaction and loyalty.
- Monitored account health to proactively identify and mitigate potential risks.
- Facilitated training sessions for clients on product features and best practices.
Client Services Lead
NBC Sports NEXT/NCSI
03.2023 - 07.2024
- Led initiatives to improve service processes and enhance client experiences.
- Ensured customer satisfaction by promptly responding to inquiries and requests.
- Developed and maintained relationships with clients through regular communication.
- Reviewed performance metrics regularly and implemented changes for improvement.
- Facilitated weekly staff meetings to assess project goal progress and address challenges.
Onboarding Specialist
NBC Sports NEXT/NCSI
03.2021 - 03.2023
- Demonstrated product features to new clients during onboarding sessions.
- Built out accounts based on client specifications.
- Collaborated with cross-functional teams to streamline support operations and improve workflow efficiency.
- Created training materials for new staff to enhance understanding of client support best practices.
Client Service Specialist
NBC Sports NEXT/NCSI
02.2019 - 03.2021
- Managed client inquiries, resolving issues to enhance customer satisfaction.
- Reviewed client concerns, researching details and communicating solutions to ensure clarity and understanding.
- Utilized CRM systems to track client interactions and feedback.
Skills
- Success strategy
- Client relationship management
- Account management
- Customer onboarding
- APIs
- Customer training
- Strategic planning
Timeline
Enterprise Customer Success Manager
Versant Media/NCSI
07.2024 - Current
Client Services Lead
NBC Sports NEXT/NCSI
03.2023 - 07.2024
Onboarding Specialist
NBC Sports NEXT/NCSI
03.2021 - 03.2023
Client Service Specialist
NBC Sports NEXT/NCSI
02.2019 - 03.2021