Dewan M

Customer Success Manager

Ethisol

Dec 2023 - Dec 2025 • 2 yrs

As a Customer Success Manager, I am responsible for ensuring customers achieve measurable value from our products and services while building long-term, trusted relationships. My role bridges sales, product, and support to drive customer satisfaction, retention, and growth. Key Responsibilities: 1. Customer Onboarding & Implementation Lead new customer onboarding to ensure a smooth transition from sales to active usage Develop implementation plans aligned with client goals Provide training, product walkthroughs, and adoption strategies Ensure customers understand key features and best practices 2. Relationship Management Serve as the primary point of contact for assigned accounts Build strong, long-term partnerships with key stakeholders Conduct regular check-ins, business reviews, and strategy sessions Act as a trusted advisor by understanding client business objectives 3. Customer Retention & Growth Monitor customer health metrics and proactively address risks Identify upsell and cross-sell opportunities Drive renewals and contract expansions Reduce churn through proactive engagement and value delivery 4. Problem Solving & Escalation Management Address customer concerns quickly and effectively Manage complex issues with professionalism and urgency Turn challenges into opportunities to strengthen relationships Core Skills & Competencies Relationship building & stakeholder management Strategic account management Customer lifecycle management Data-driven decision making Communication & presentation skills Conflict resolution 5. CRM & customer success tools proficiency Impact & Value Delivered Increased customer retention and lifetime value Improved product adoption and engagement Strengthened customer satisfaction and loyalty Contributed to revenue growth through renewals and expansions

Amazon Store Manager

AutoBuffy

Aug 2021 - Jul 2024 • 2 yrs 11 mos

I am responsible for managing the day-to-day operations of our Amazon Seller Central account. This includes handling product listings, ensuring accurate and optimized content for each item. I also manage customer interactions, including responding to Amazon customer messages and addressing calls in a timely and professional manner. I closely monitor key performance metrics such as Order Defect Rate (ODR), Negative Feedback, A-Z Guarantee Claims, Chargeback Claims, Late Shipment Rate, Cancellation Rate, Tracking Rate, and Amazon returns, taking necessary actions to maintain or improve our account health. Additionally, I oversee daily inventory management to ensure product availability and smooth fulfillment processes. While managing these tasks within Seller Central, I also coordinate the fulfillment of orders through the vendor's portal to ensure timely and accurate dispatch of products

Customer Service & E-Commerce Order Fulfillment Manager

Edwards Garment

Jan 2022 - Jan 2023 • 1 yr

I oversee order processing, inventory management, and ensure timely deliveries. Using tools like Shopify, ShipStation, and Zendesk, I manage order fulfillment, track shipments, and resolve customer inquiries efficiently. My expertise includes optimizing fulfillment processes, improving order accuracy, and enhancing customer experience. I lead a team, ensuring seamless operations and high customer satisfaction while maintaining a focus on efficiency and operational excellence.