Dilan Senaratne
Towcester,Northamptonshire
Summary
Experienced and results-driven Senior Customer Success Manager with over 7 years of experience in managing and optimising customer relationships. Adept at leading cross-functional teams, analyzing customer feedback, and implementing process improvements to enhance the overall customer journey. Successfully increased product adoption by 30% while reducing churn by 20%.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
Work History
Senior Customer Success Manager
Global Inkjet Systems
Cambridge
12.2022 - Current
- Effectively on-boarded new clients, optimised project delivery as well as supported existing clients globally
- Primary point of contact for 120 customer accounts, setting up regular touchpoints with key stakeholders at active spending accounts to further grow relationships and leverage these relationships for cross-selling opportunities
- Such opportunities logged and managed in Salesforce CRM
- Developed and presented account plans to C Suite level to demonstrate plans to target areas for growth & identify any risks and mitigating actions on a per account basis
- Oversaw a 28% YoY growth in 2023 across the Top 5 customers in my portfolio
- Collaborated with the product and marketing team to cross-sell and upsell products, resulting in a 25% increase in revenue from existing customers
- Championed a customer-centric culture, leading to a 25% increase in customer satisfaction scores and a 22% increase in customer retention rates
- Developed and executed a customer success strategy that increased product adoption rates by 30%.
Client Director
Paragon Micro LTD
Milton Keynes
05.2022 - 11.2022
- Conducted market research to find potential customers for new business opportunities within my designated sales territory, to help meet initial GP target of £15K £20K per month
- Performed structured account targeting and planning, undertaking campaign and opportunity planning to maximize sales effectiveness
- Navigated contract renewals with a 95% success rate, ensuring stability and growth of the customer base
- Proactively built customer contacts and rapport with key stakeholders ranging from technical leaders to C-suite executives.
International Customer Success Manager
SHI UK Corporation LTD
Milton Keynes
05.2021 - 05.2022
- Worked with Global Business Development Managers when new upsell or cross-sell opportunities were generated through engagements
- An Apple Macbook chip refresh ended in a deal with an increased gross profit GP opportunity win from £65K to £77K
- Achieved my highest ever monthly GP total, £210K, as a result of the above, far exceeding my regular monthly target of £100K GP
- Contribution to revenue via Enterprise customers, SMBs and Public Sector customers such as NHS and MOD
- Drove retention and growth by identifying customers' pain points and key initiatives
- Achieved 91% success retention rate for my customers' renewals in 2021
- Led quarterly business reviews with these customers to provide recent business highlights
- Engaged with OEM's and SHI's internal product and vendor teams to keep abreast of emerging technologies, product transitions and/or constraints for timely communications to our customers.
Account Manager
SHI UK Corporation LTD
Milton Keynes
08.2017 - 05.2021
- Supporting business generated for both Strategic and Enterprise accounts, managing EMEA regions for customers such as IBM
- Business support included but not limited to Microsoft licensing, AWS, Azure and the Cybersecurity space
- Grew relationships with corporate customers and helped establish personalised, world class levels of customer service
- Ranked No.1 for total amount of positive customer feedback for 2020 and achieved consistent top 3 rankings in the quarterly bonus and SPIFF incentives
- Identified the specific needs of customers by setting up phone calls or webinar meetings to ascertain exact requirements, then creating bespoke solutions for them
- Displayed knowledge of products and solutions in the IT industry, culminating in achieving certifications and accreditations in VMware and Microsoft.
Customer Service Advisor
BNP Paribas Leasing Solutions
Basingstoke
10.2016 - 06.2017
- Responded to all customer telephone enquires in a friendly, efficient and timely manner incorporating TCF and ensuring all notes were logged into the main frame system as well as responding to all other customer correspondence
- Liaised with Sales Managers and other internal departments to ensure that the customer was presented with a consistent level of support
- Carried out Audit reports for customers for end of tax year purposes
- Ensured daily workload was organised and prioritised so backlogs were kept to a minimum.
Education
Bachelors of Science - Economics, Finance and Banking
University of Portsmouth
Portsmouth 09.2013 - 06.2016
A-Levels - Mathematics, Economics and Biology
Sir Henry Floyd Grammar School
Aylesbury, Buckinghamshire 04.2001 - 06.2013
Skills
- Business Development
- Customer Onboarding Programs
- Customer Relationship Management
- Cross-selling and Upselling
- Customer Retention Strategies
- Negotiation
- Team Leadership
- Strategic planning and organisation
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Languages
English
Proficient (C2)
French
Intermediate
Affiliations
- Football
- Learning languages
- Travelling
References
References available upon request.
Timeline
Senior Customer Success Manager
Global Inkjet Systems
12.2022 - Current
Client Director
Paragon Micro LTD
05.2022 - 11.2022
International Customer Success Manager
SHI UK Corporation LTD
05.2021 - 05.2022
Account Manager
SHI UK Corporation LTD
08.2017 - 05.2021
Customer Service Advisor
BNP Paribas Leasing Solutions
10.2016 - 06.2017
Bachelors of Science - Economics, Finance and Banking
University of Portsmouth
09.2013 - 06.2016
A-Levels - Mathematics, Economics and Biology
Sir Henry Floyd Grammar School
04.2001 - 06.2013
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