Krupesh Patel Email & Phone Number

New York, United States

New York, United States

• North American ‘Customer Success Manager of the Year’ 3 years in a row (2021,2022, 2023).
• Managing a book of business worth over $20 million with 40 accounts across various sectors of the market from government entities, to multinational banks.
• Drove value and adoption via direct engagement with end-users, led all CSMs globally with number of meetings and onboardings 3 years in a row.
• Developed custom training and education materials which established a more seamless onboarding process, reducing learning curves and increasing customer loyalty
• Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.
• Led deep-dive account reviews with clients and sales teams on a regular basis to help drive potential sales opportunities.

New York City

• Participate in discovery calls with the Sales Executive/Account Manager; identifying the prospective customers’ opportunities and pain, and how these can be met with SunGard capabilities
• Take responsibility for any major roll-outs of the terminal solution, project managing from initial training to contract signature.
• Proactively contribute to the future value of MarketMap by communicating client feedback and market insight, as well as conducting regular MarketMap Ticket escalation and enhancement review sessions. Also working with.
• Complete functional and technical responses to customer RFPs.
• Prepare and deliver demonstrations customized to prospective customers’ specific needs and requirements.
• Conduct any follow-up demonstrations and/or answer questions, which may include analysing a prospect’s data content for a proof of concept/evaluation.

• Previously worked as a ThomsonOne specialist for the EMEA region, training and supporting a team of five people. Have also worked as a technical 2nd level support engineer for a trading platform used in the financial.
• As well as dealing with customers my position includes acting as an escalation point on all service issues in order to analyse root-cause problems thus I have to build strong internal relationships with our Helpdesk.
• Technical Skills:
• Queried and fixed several FIX Protocol related problems
• Analysed hexadecimal and ASCII logs files using Hex Editor Neo as well as a number of internally created applications.
• Shadowed and Reverse Shadowed infrastructure teams when installing and upgrading servers.

• Worked for three months in the following areas as part of the graduate program
• Consultancy: was sent to client sites to install the company's product suite. My tasks were to install and fully test the products on various platforms. Liaising with the helpdesk and development when needed.
• Development: Helped to develop and test the company's new product. Used both XML and C. Also created VB scripts to mimic keyboard and mouse strokes, and thoroughly test each section of the product.
• Education: Created and modified the education manuals as well as taking control of a number of external training sessions.
• Support: I was given the task of resolving to completion, application and technical product issues users were having with the company's portfolio of products.
• IT / Business training undertaken:

Bachelor'S Degree, Computer Science

Accountancy; Bachelor Of Science, Economics, Business Strategy, Marketing, And Operations Management; Computer Science