Sumit Mishra
Technical Account Manager/ Assistant Lead
Galway
Summary
Dynamic Technical Account Manager with a proven track record at Freshworks, achieving a 95% resolution rate through expert use of APIs and IT troubleshooting. Recognized for exceptional communication skills and mentoring abilities. Proficient in CRM software and Python, demonstrating a strong blend of technical and interpersonal skills to drive customer success and satisfaction. Technical Account Manager with more than 3 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Technical Account Manager
Freshworks
Chennai, Tamil Nadu
11.2021 - 07.2024
- Resolved complex implementation issues and integrated third-party apps for clients, achieving 95% resolution rate with 98% positive feedback.
- Proficiently utilized APIs, webhooks, and JSON payloads to automate ITSM processes and address customer needs.
- Maintained highest customer satisfaction metrics for four consecutive months and received "Zero Escalation Award" in Q2 2023.
- Trained and mentored new team members, monitored collective metrics, and acted as escalation point for team.
- Awarded "Freshface of Year" in Q1 2022 for outstanding performance
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
- Ensured timely issue resolution by coordinating resources effectively across departments when needed.
Customer Success Associate
Jungleworks
Chandigarh, Punjab
04.2021 - 11.2021
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout resolution process.
Customer Success Intern
Jungleworks
Chandigarh, Punjab
05.2020 - 04.2021
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to positive team environment by collaborating with fellow interns on group projects and presentations.
Education
Master of Science - Business Analytics
09.2024 - 08.2025
Bachelor of Engineering - Computer Engineering
08.2017 - 08.2021
Skills
Proficient in Windows operating systems and standard PC applications
Timeline
National University of Ireland - Master of Science, Business Analytics
09.2024 - 08.2025
Technical Account Manager - Freshworks
11.2021 - 07.2024
Customer Success Associate - Jungleworks
04.2021 - 11.2021
Customer Success Intern - Jungleworks
05.2020 - 04.2021
Lovely Professional University - Bachelor of Engineering, Computer Engineering
08.2017 - 08.2021
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