About

Jeswin Thomas is an accomplished Head of Customer Success Team with over 9 years of experience in the information technology and services industry. As the Head of Customer Success Team at Workforce, he has demonstrated expertise in taking real customer requirements and developing products that are valuable, innovative and successful. He is a collaborative and decisive professional with strong communication and interpersonal abilities. Jeswin's current role at QuestionPro involves managing and maintaining intelligence for more than 300 clients, nurturing relationships with customers worth $400,000 annually, and launching campaigns while driving quality. He is an expert in auditing renewals of enterprise clients along with retention. Jeswin is also responsible for advocating client needs and resolving issues cross-departmentally, which includes product improvement suggestions and feature requests. He has a deep understanding of the technical aspects of the process and is skilled in reviving inactive customers through constant communication and providing them value through the product. In his past roles at QuestionPro, Jeswin served as a Subject Matter Expert and Customer Success Manager. As a Customer Success Manager, he developed customer relationships to promote retention and loyalty, ensured customers were satisfied with the services they received, and managed client relationships to ensure long-term strategic partnerships. He was also responsible for conducting regular training for clients with respect to multiple product modules and managing CRM integration with various product modules like SalesForce, Google analytics Tableau, etc. Jeswin's tech stack includes expertise in integration. He has worked on multiple client engagements, strengthening analytic and project management skills. He has also provided direction and guidance to the team on a day-to-day basis and created guidelines or rule books for the team. Jeswin communicates regularly with team members via 1-to-1 meetings and team meetings and supervises staff while performing basic human resource tasks such as hiring and training staff, including cross-functional trainings.