Shailesh Rajput Email & Phone Number

United States

I manage diverse Palo Alto Networks products, including Prisma SASE, Prisma Access, Prisma Cloud, SD-WAN, ADEM, and PAN-OS firewall solutions. My role is pivotal in guaranteeing a seamless experience for both premium and standard customers with our renowned firewall products.My responsibilities extend to leading regular cadence calls with clients, where I provide comprehensive onboarding assistance, deliver proactive insights, offer continuous guidance, and ensure optimal product adoption. Additionally, I handle personalized upgrades, assist with renewals, and oversee cases, product escalations, and customer feature requests.Presently, I oversee accounts spanning 35 regions in the Americas, with a primary emphasis on 20 Tier-I high-touch customer accounts, generating an Annual Recurring Revenue (ARR) of $30,000 USD and above

Pune, Maharashtra, India

Maintained consistently high customer retention rates through the cultivation of trust-based relationships.Successfully guided customers to maximize the value of services, resulting in heightened satisfaction and reduced churn.Collaborated effectively with sales, engineering, and product teams to develop and implement customer success plans aligned with satisfaction metrics and company culture.Demonstrated expertise in optimizing operational processes, documenting procedures, and managing customer data using versatile tools such as Basecamp, Slack, Freshdesk, Freshsales, and Jira.Proven dedication to fostering lasting client relationships and contributing to overall business growth as a Customer Success Manager.

Translated customer, partner, sales, and operational feedback into actionable improvements and innovations.Efficiently introduced new propositions in collaboration with Product Managers and relevant departments, minimizing business disruption.Acted as an ambassador, fostering a customer-centric culture and ensuring consistent understanding among employees.Managed escalated customer concerns, communicating effectively with top-level executives for timely resolutions.Contributed to the development of an enterprise-level understanding of critical customer touchpoints, driving tangible value.Demonstrated strong analytical, problem-solving, decision-making, and time management skills, including root cause analysis.

India