Customer Success Manager

Owned global enterprise escalations ranging from low-risk cases to executive-sensitive, high-risk incidents. Built customer trust through clear communication, structured action plans, stakeholder alignment, and recovery planning.

Managed subscription lifecycle, billing operations, and service-delivery issues in coordination with Engineering, Operations, Finance, and Customer Success. Advised customers on governance, access management, and billing optimization; led root-cause analysis; and used ServiceNow tickets, SLA tracking, and reports to monitor case health and resolution outcomes.

Led cross-functional engagement among Support, Business, and Engineering teams to improve customer outcomes and resolve complex issues. Managed escalations across risk levels, including executive and high-priority cases, while maintaining senior-stakeholder communication and structured recovery plans.

Reviewed operational metrics, case health, and escalation trends to identify service risks and improve resolution efficiency. Created ServiceNow tickets for escalations, coached more than 30 engineers, and drove improvements in knowledge management, training modernization, misroute reduction, and operational excellence.

Owned customer success and service delivery for more than 50 enterprise accounts, acting as the primary contact for customer priorities, risks, escalations, and action plans. Drove onboarding, renewals, and retention for more than 100 Microsoft-associated customers.

Guided customers through cloud adoption, migration, architecture, and deployment while coordinating subject-matter experts. Conducted business reviews, managed service recoveries, led support operations, improved workflows through knowledge sharing and automation, and trained more than 50 engineers on CSP, Azure Billing, and the Microsoft Partner ecosystem.

Delivered advisory and technical support to Microsoft partners while meeting service-level commitments and customer satisfaction targets. Managed high-priority escalations and business-critical incidents in coordination with internal teams.

Supported partner onboarding, licensing, subscription management, and cloud adoption initiatives. Translated requirements involving CSP, Partner Center, Microsoft 365, and Azure administration into practical customer solutions.

Supported global customers with Azure billing, subscription management, cost management, and quota requests. Guided customers on cost optimization through usage analysis, budgeting, and cost controls.

Investigated billing discrepancies and subscription issues while coordinating with technical and business teams. Managed production-impacting issues, credits, and escalations, and served as an Azure subject-matter expert for teammates handling complex scenarios.

Performed credentialing and compliance verification for healthcare providers, including audits, data validation, and regulatory documentation.

Exceeded productivity and quality targets in a process-driven, compliance-focused operating environment.