Nikhill Dinakaran Senior Customer Success Manager at Khoros

Senior Customer Success Manager

Khoros

Aug 2024 - Current (2 years)

➢ Serve as the trusted advisor and primary contact for key enterprise customers at almost $5.3M ARR, ensuring strategic alignment and satisfaction ➢ Build strong relationships with senior stakeholders and conduct QBRs to align on performance along with right recommendations and long-term goals ➢ Lead onboarding and adoption initiatives to accelerate time-to-value and drive early product engagement ➢ Acted as a Community Strategist to empower customers through self-serve enablement, support deflection, peer-to-peer engagement, and product education via a robust community platform. ➢ Create and execute tailored success plans based on client KPIs, improving retention and customer health ➢ Use data-driven insights to monitor customer health, pr

Customer Success Manager

Khoros

Aug 2022 - Aug 2024 (2 years 1 month)

➢ Acted as a trusted advisor to enterprise clients at almost $3M ARR, fostering strong relationships and strategic alignment ➢ Managed the full post-sale lifecycle-onboarding, adoption, renewals, and expansions ➢ Created and implemented tailored success plans to align SaaS solutions with customer business goals ➢ Conducted QBRs and tracked KPIs to demonstrate ROI, improve engagement, and mitigate churn ➢ Partnered cross-functionally to resolve issues and support continuous customer experience improvements ➢ Drove upsell opportunities, customer advocacy initiatives, and contributed to CS process optimization

Account Manager

Kyndryl India

Jan 2020 - Aug 2022 (2 years 8 months)

“IBM underwent a global demerger of its managed services business unit, which has been spun off into a new company in September 2021 – Kyndryl Solutions India Pvt Ltd. Since I was part of the Managed Services business unit in IBM, my employment was transferred, with full service continuity, to Kyndryl Solutions India Pvt Ltd” ➢ I was working as a First Line Manager for the Service Desk in the APAC geography for a prominent banking client. ➢ I use to manage service desk across 5 support channels: phone, chat, email, social media and service catalogue. ➢ My primary responsibility was management of day-to-day operations for the team and ensure we maintain a green scorecard on SLAs. ➢ As an ad-hoc part of my role I was the key focal between

Team Lead / Subject Matter Expert

IBM

Mar 2018 - Jan 2020 (1 year 11 months)

➢ My primary responsibility is to provide technical assistance to the team and functionally managing the team to ensure strict adherence to process and quality metrics. ➢ Mainly engaged in real time support and training new employees for the most critical frontline team. ➢ Collaborated with managers to identify and capitalize on team performance and improvement ➢ During the COVID-19 business continuity plan, successfully deployed agent-supervisor support model when work from home was initiated for all the teams across the service desk. ➢ Initiated multiple methodologies for sharing and driving process during COVID 19 BCP. ➢ Maintained team efficiency by strategically delegating daily activities, monitoring output, and rewarding positiv

Escalation & Incident Manager

IBM

Jul 2016 - Feb 2018 (1 year 8 months)

➢ Worked as Team Leader for the Escalation & Incident Management Team. ➢ My role included coordination and management of high priority incidents, outages and critical escalations with over hundreds of inhouse and client resolver groups for both onshore and offshore. ➢ I reported directly to the Service Deliver Leader and Sr Delivery Project Executive for the account. ➢ Involved in incident reduction by identifying Automation opportunities. ➢ Initiated weekly/daily calls with Resolver Groups leading to more escalations to ensure right governance on all Tickets. ➢ Created multiple forums and common chats to ensure all complex and critical issues are address timely and collaboratively. ➢ I was the Access Management custodian for the enti

Escalation Coordinator

IBM

Jun 2015 - Jun 2016 (1 year 1 month)

➢ My role included coordination and management of high priority incidents, outages and critical escalations with over hundreds of inhouse and client resolver groups for both onshore and offshore. ➢ Initiate multiple weekly connects with resolver groups across both onshore and offshore to streamline the process by reviewing and uplifting knowledge articles.

Information Technology Analyst

IBM

Dec 2014 - May 2015 (6 months)

➢ Worked as IT Analyst for a Service Desk catering to APAC Client (40000+ users). ➢ Took an additional responsibility as an access custodian for the team to ensure all team members were provisioned with access.

Nikhill Dinakaran

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