Saniya Haseeb Email & Phone Number

Bengaluru, Karnataka, India

Serve as a dedicated guide throughout the customer journey, ensuring that all milestones in activation, onboarding, adoption, and renewal are successfully achieved.Develop customized success plans that align with customer expectations and effectively address any exceptions. Act as a trusted advisor by leveraging internal relationships and processes to resolve concerns and enhance the overall customer experience. Cultivate strong relationships to retain and expand the usage of the Metallic SaaS product. Lead customer meetings and conduct business reviews, presenting progress on key success metrics.Monitor account health and key performance indicators to ensure continued adoption and alignment with customer objectives, proactively identifying and mitigating churn risksOversee the onboarding process for Metallic, including essential procedures, customer enablement, escalation pathways, and initial account/user setup. Develop ongoing nurture and education campaigns that highlight software value and foster customer loyalty.Provide monthly updates on revenue, customer sentiment, and engagement during internal business reviews. Highlight areas of risk and implement proactive mitigation strategies to drive customer loyalty by addressing unmet needs and proposing next

Handling proactive services and technical advocacy for 23 accounts across UK&I (Assigned TAM for KPMG, Accenture, Lloyds Banking Group, Royal bank of Scotland, Experian to name a few).Work Closely with customers to provide specific technical advice to implement and/or recommend changes to their IT environment.Act as partner with customers and possess in-depth understanding of customer environments at both technical and operational level.Partner with various engineering teams (Networking, Storage, Servers) to ensure resolution as needed in event of customer satisfaction issue.Conduct monthly, quarterly, and yearly service review meetings to provide statistical analysis of issues resolved and constant effort by team to provide in time resolution on unknown issues.Provide proactive services like firmware and driver analysis, operating system patch analysis, Network firmware and software analysis, storage firmware and software analysis etc.Overseeing weekly and monthly call goals and working closely with support teams for faster resolution.Facilitate issue resolution for broad spectrum of HPE Products like HPE Aruba, Synergy, Simplivity, Integrity, 3PAR, ProLiant, Non-Stop Servers etc. Foundational(basic) level knowledge across all key technologies.Technical escalation first point of contact for customer.Perform post incident reviews if there are any SLA misses.Analyze trends and make customer solution-oriented recommendations and have cross functional awareness to take decisions to enhance customer support experience.Work closely with accounts and sales team to enhance business opportunities and build long-lasting relationship to create customers for life.

Training and working with team of 30 professionals to help them improve their customer handling skills and increase total customer satisfaction.Handling Escalated cases of engineers offering customer support to accounts with most critical portfolios and contracts.Working directly with customers to ensure customer satisfaction and work on feedbacks provided by them.Administrating customer service process and monitoring activities of cases logged on day to day basis.Conducting periodic internal review meetings to statistically analyze team metrics and provide feedback for future changes and improvement.Implementing best practices with team members to continuously improve quality, effectiveness, and efficiency of support provided to customers.Escalated cases are handled and recovered in timely manner to retain customer and secure future business development opportunities.Strategize customer bonding skills and gateway to enhance new business opportunities with existing customers.

Bangalore, India.

Researching and identifying solutions to software and hardware issues by extensive troubleshooting.Assisting customers in resolving targeted questions to quickly understand root of problem with end to end remote troubleshooting on HPE ProLiant ML, DL, SL, BL and Apollo Servers.Assisting clients on mass firmware deployment through HPE Smart Update Manager and Installation of various Operating systems using assisted or manual installation method.Simulating reported customer complex issues in lab on unknown issues.Escalating unresolved issues and working with internal teams such as Level 2 and Developers.Providing prompt and accurate technical information to customers by referring internal and external resources.Following up with clients to ensure IT systems are functional post-troubleshooting.Preparing timely reports and documenting technical knowledge in form of notes and manuals.Experienced in handling critical production down situations and multitasking to get faster resolutions.Awarded with several appreciations due to timely follow ups and complete customer satisfaction.

Post Graduate Certification Program, Digital & Social Media Marketing

Bachelor Of Engineering - Be, Information Science/Studies

Pcmb

Education record