Manoj Kumar S

In my current role, I manage a portfolio of three enterprise clients generating up to $1.2 Million per year, each with complex systems and high expectations. I partner with cross-functional teams and business stakeholders to drive value realization from our solutions, ensuring alignment with organizational objectives.

• Analyzed client usage data, identifying key improvement areas that led to a 15% increase in product adoption.
• Successfully pinpointed 30+ upsell opportunities and a notable win includes an upsell for an account worth $152,000 in Feb 2025
• Took over ownership of a key account and helped grow its value from $0.75 to $0.81 million ARR
• Lead recurring status calls, strategic planning sessions, and technical reviews to keep projects aligned with client goals and timelines. Consistently maintain a 95% satisfaction rate by delivering key solutions including custom integrations, webhook configurations, report development, and queue management.
• Ensured smooth onboarding and implementation, including delivering a custom app for SLA calculation that improved operational efficiency and reduced resolution times by 4pp, while consistently meeting client timelines and expectations.
• Identified and addressed potential risks and opportunities through regular cadence meetings, primarily aimed to bring the support dependent escalations to zero and ensuring early completion of key process implementations.
• Successfully handled and closed 80+ high-priority client escalations, contributing to a 15% improvement in overall customer satisfaction scores. Led cross-functional coordination to address root causes, implement long-term fixes, and prevent recurrence, directly supporting account retention and renewal growth.
• Provide hands-on expertise in the deployment of tailored solutions using APIs to solve complex use cases mainly in bulk operations—aiming to eliminate redundant manual tasks through a combination of product features and custom applications.
• Mentored two graduate trainees and one product specialist—enabling them - enabling them to gain deep product knowledge and consistently achieve a combined RSLA of 89%, up from a previous average of 84%.

• Consistently ranked in the top 10% of the team by achieving 92% overall SLA compliance and maintaining a 97% CSAT score.
• Managed an account with an Annual Recurring Revenue of $129,000 for a single client. This adaptability allowed me to drive improvements in client satisfaction and product adoption, contributing to a 15% increase in client retention.
• Delivered expert product guidance that reduced repeat support tickets by 20%, demonstrating a strong commitment to client success and operational excellence.
• Collaborated with product, engineering, and support teams to improve product features and customer experience.
• Promoted from Product Specialist to Technical Account Manager (TAM) for consistently exceeding performance expectations and driving customer success.

• Led client calls to understand requirements, provided ongoing technical consultancy throughout the ISB lifecycle, and managed task assignments and knowledge transfer within the 4-member team.
• Managed the installation, configuration, and upgrades of Temenos T24, including cloud hosting, database imports (Oracle, PostgreSQL, etc.), and deploying licensed components using TortoiseGit for cloud deployments and T24 AA product configuration.

• Managed corporate/commercial account maintenance processes, including structured finance, facility setup, fees & charges, and stationery orders, ensuring timely and accurate data delivery
• Developed Visual Basic macros for OLAF Debit Card Automation and Project Barcoding, while performing thorough audit letter data verification, validation, and drafting for external auditing firms.