Vikas Malhotra
Summary
Results-driven Management Professional with over 10 years of experience leading support teams, implementing innovative support solutions, and driving customer satisfaction. Effective leader and problem-solver dedicated to streamlining operations and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Thales
01.2025 - Current
- Serve as the primary point-of-contact for 15 strategic clients across South East Asia, ensuring timely resolution of issues and effective communication.
- Train new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Thales
06.2022 - 12.2024
- Serve as a trusted advisor for customers to drive the continued value of Thales products and services
- Own and oversee customer’s onboarding, adoption, expansion and renewals
- Act as the voice of the customer internally to advocate customer needs
- Collaborate cross-functionally to drive positive customer outcomes and solve complex challenges
- Established strong relationships with key customers, resulting in increased customer loyalty.
Project Manager
Thales
05.2018 - 05.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Promoted innovation within project teams, encouraging exploration of new tools and methodologies to enhance project outcomes.
Technical Support Manager
SafeNet – a Gemalto company
07.2011 - 04.2018
- Led a team of support engineers and Team Leaders.
- Technical Leadership and Workforce planning
- Team Management including hiring, on-boarding, mentoring, performance reviews, compensation planning, employee recognition, training and development programs.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Created an exceptional customer experience in the delivery of support.
- Collaborate with cross functional, acting as the voice of customer.
- Collaborated with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
Technical Lead
SafeNet
04.2007 - 05.2011
Technical Support Engineer
SafeNet
06.2005 - 03.2007
Technical Service Executive
vCustomer
10.2003 - 05.2005
Education
Bachelor of Science - Computer Engineering
Kurukshetra University
India09-2003
Skills
- People Management
- Project management
- Customer relationship management
- Cross-functional collaboration
- Technical support
- Cyber Security
- Cloud Computing
Certification
- PMP
- CISSP
- CISM
- ITIL v4
- MS AZ-900
Timeline
Senior Customer Success Manager
Thales
01.2025 - Current
Customer Success Manager
Thales
06.2022 - 12.2024
Project Manager
Thales
05.2018 - 05.2022
Technical Support Manager
SafeNet – a Gemalto company
07.2011 - 04.2018
Technical Lead
SafeNet
04.2007 - 05.2011
Technical Support Engineer
SafeNet
06.2005 - 03.2007
Technical Service Executive
vCustomer
10.2003 - 05.2005
Bachelor of Science - Computer Engineering
Kurukshetra University
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