Calvin Gopal
Summary
Goal-oriented, creative Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring over a decade of experience and take on challenging new role.
Overview
17
17
years of professional experience
Work History
Client Success Manager (SaaS)
Time Doctor
Remote
05.2022 - Current
- Participate in strategic planning meetings to align client objectives with broader company goals related to the adoption of the product.
- Manage existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Conduct regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Collaborate with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Manage a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Establish strong relationships with key customers, resulting in increased customer loyalty.
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Hosting customer webinars to demonstrate product features and answer questions.
Customer Success & Onboarding Specialist (SaaS)
Passion.io
Remote
12.2021 - 05.2022
- Being the first point of contact for customers who have just invested in the platform.
- My role was to support them in launching the first version of their Passion App (the mobile app they're going to build on the platform, to help them share their skills with the world and live a freedom lifestyle).
- Provided technical and consultative support to customers on a daily basis.
- Managed all aspects of the customers' onboarding process.
- Provided platform and program good practices to add value to the product
- Acted responsively, accurately, and with attention to detail to customers by identifying their requests and acted upon their concerns
- Reviewed onboarding processes regularly, identifying and correcting deficiencies.
- Trained customers in their use of the platform by leading coaching sessions and presentations via Zoom, and answering questions via email, and live chat.
- Helped on the social media channels by answering their concerns and deriving to the correct channels.
- Assisting with App submissions to Apple and Google.
SaaS Technical Customer Success Specialist (Contract)
Silkstart Technologies Inc
Remote
06.2021 - 11.2021
- Provided a combination of account management, consulting, frontline customer, and technical support.
- Worked directly with clients to provide friendly, accurate, helpful, and timely assistance.
- Provided frontline technical support to customers from North America, Europe, Australia, and Asia.
- Onboarded and trained new customers, and helped them become proficient in using the software.
- Hosted customer webinars to demonstrate product features and answer questions.
- Managing projects, assisting in the development of help content including FAQs, tutorials, and webinars.
- Developed strong client relationships through consistent communication and attentive service.
Project & Team Manager (Volunteer)
ROCKBlue
Remote
04.2021 - 04.2022
- Worked closely with the Operations Manager to ensure ROCKBlue ran smoothly.
- Assessed and identified the staffing needs of ROCKBlue and ensured that it had the correct number and type of employees to reach its goals.
- Assisted the ROCKBlue team in successfully completing the various projects it had already started.
- Completed various HR tasks like onboarding of new volunteers, conducting screening interviews, analysis of CVs, managing calendars and diaries, scheduling meetings, coordinating with various department heads on staffing requirements.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Led employee relations through effective communication, coaching, training, and development.
SaaS Customer Success Associate
HandyMetrics Corp
Remote
10.2020 - 04.2021
- Offered client support and training, triage and managed client issues and tickets using Salesforce CRM.
- Responded to customer requests for products, services, and company information.
- Responded to client emails and phone calls to help them with their support issues.
- Account management, monitoring client activity usage
- Hosted monthly webinars.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
General Manager Operations
Virgin Active South Africa
09.2016 - 07.2019
- Responsible for all aspects of the operational and financial performance, including income statement, sales retention, brand standards, customer experience, and people management
- Financial Management: budgeting & expense control, ensuring that the club operates as a profitable business unit
- Facility Management: Overall operations of the facility, responsible for managing and overseeing the Health & Safety standards of the facility
- Customer Experience: Implementing & sustaining a strong member focus & end to end great customer experience, providing solutions to demanding member bases on queries and complaints in line with the company policy
- Competitor Analysis: Understanding how to mitigate competitor risk, conducting regular analysis of the competitor landscape, and notifying national management of potential risk
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Customer Experience Manager
Virgin Active South Africa
12.2014 - 08.2016
- Provided a welcoming environment to all new members via a comprehensive induction to the club facility, as well as consistently irresistible exercise experiences
- Completed a detailed company induction with fitness, group exercise instructors, and independent contractors
- Managed a team of 12 staff members.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Group Exercise Manager
Virgin Active South Africa
02.2010 - 12.2014
- Responsible for ensuring that all Group Exercise Functions are coordinated within the club; this role will oversee the group exercise offering and ensuring that world-class member service was achieved.
- Co-ordinated all Group Exercise activities in the club
- Managed the effective smooth running of Group Exercise activities in the club.
- Accomplished multiple tasks within established timeframes.
Fitness Director
Steiner Leisure PLC
12.2007 - 12.2009
- Responsible for the health and fitness department onboard a luxury cruise liner.
- Managed the fitness center on the ship.
- Assisted the Spa Manager in running a team of 20+
- Ensured the safety of guests within the spa and fitness center as well as other areas onboard.
Education
LinkedIn
National Diploma in Personal Fitness & Exercise Science - Personal Fitness & Exercise Science
Exercise Teachers Academy
Cape Town, Western Cape01.2003
General Certificate of Secondary Education - Secondary Education
Midlands Christian College
01.2000
Skills
- Customer Support
- CRM Software (HubSpot, Zendesk, Salesforce)
- Client Engagement
- Customer Retention
- Data Analytics
- Proficient in Google Suite, Microsoft Office, Zoom
- Customer Success
- Project Management
- Administration
Timeline
Client Success Manager (SaaS)
Time Doctor
05.2022 - Current
Customer Success & Onboarding Specialist (SaaS)
Passion.io
12.2021 - 05.2022
SaaS Technical Customer Success Specialist (Contract)
Silkstart Technologies Inc
06.2021 - 11.2021
Project & Team Manager (Volunteer)
ROCKBlue
04.2021 - 04.2022
SaaS Customer Success Associate
HandyMetrics Corp
10.2020 - 04.2021
General Manager Operations
Virgin Active South Africa
09.2016 - 07.2019
Customer Experience Manager
Virgin Active South Africa
12.2014 - 08.2016
Group Exercise Manager
Virgin Active South Africa
02.2010 - 12.2014
Fitness Director
Steiner Leisure PLC
12.2007 - 12.2009
LinkedIn
National Diploma in Personal Fitness & Exercise Science - Personal Fitness & Exercise Science
Exercise Teachers Academy
General Certificate of Secondary Education - Secondary Education
Midlands Christian College