About

Dhruv Bakshi is a highly organized and results-driven Customer Success Manager with over 10 years of rich and varied exposure in Solution Design, Client Management, Incident Management, Change Management, and Network Operations. His core competencies include Client Relationship Management, Service Delivery and Operations, Service & Systems Strategy, Solution Design, Team Leadership, and Network Management. Currently, Dhruv is working at Navisite as a Customer Success Manager, where he is accountable and responsible for the relationship and revenue. He leads the service delivery team, manages conflict, and ensures the team's processes and tasks are carried out efficiently. He is also accountable to maintain SLA/OLA performance and responsible for managing critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Dhruv is the point of escalation for customers for operations and participates in the customer service performance using weekly/monthly/quarterly reviews. He builds partnerships and liaises with support group team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. Dhruv also coordinates in the contract renewal process and drives operational improvements and efficiencies through the creation and implementation of Standard Operating procedures. He is responsible for carrying out the decommission project by making sure that CMDB and Billing are up-to-date and proactively drives continuous improvement efforts to enhance the customer’s experience. In the past, Dhruv has worked with SITA as an Associate Solution Designer, where he was the primary interface to internal sales representatives and customers on all technical and commercial matters. He was responsible for qualification, requirements validation, pricing, review cycles, approval processes, proposing, presenting, and negotiation. He also worked closely with the project delivery to ensure efficient handover from pre-sales to implementation environment. Dhruv has also worked with BT Global Services as a Duty Manager, where he worked as a shift lead and the point of escalation for client's day-to-day operations and project-related tasks. He was responsible for handling Major and Critical incidents and worked closely with the Client Success Manager on creating strategies to elevate the client's experience. Dhruv successfully set up a service desk at the client’s site in Kuala Lumpur, Malaysia, and was awarded various awards during his tenure. Dhruv has a Master of Business Administration (M.B.A.) degree in Operations from the Institute of Management Technology and a Bachelor's Degree in Commerce from Delhi University. He has relevant experience of 8.19 years