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Fahad Khan

Associate Manager at HCLTech, Customer Success Manager |Telecom Solutions | Driving Client Engagement & Business Growth at HCLTech

Bengaluru

9+ years of work experience

HCLTech
Nov 20232 yrs 9 mosPresent

Bengaluru, Karnataka, India

Client: Verizon | Telecom Services • Manage end-to-end IoT customer lifecycle through HCLTech’s VECRM platform, ensuring adoption, engagement, and retention. • Drive customer onboarding, success planning, and periodic health checks to maximize value realization. • Lead stakeholder interactions and cross-functional coordination with engineering, product, and support teams. • Achieved >90% client satisfaction scores through proactive account management and SLA adherence. • Develop customer success playbooks, engagement metrics, and growth opportunities in the telecom vertical.
Tata Consultancy Services
Jul 20221 yr 5 mosNov 2023

Karnataka, India

• Acted as a client-facing process lead for telecom network services and enterprise support. • Identified process gaps, implemented service improvements, and drove customer experience enhancements. • Coordinated with global stakeholders for service transitions and escalations. • Improved ticket resolution SLA by 18% within the first year through streamlined workflows.
Accenture in India
Aug 20202 yrsJul 2022

Bengaluru, Karnataka, India

Supported telecom and enterprise clients in managing their network and infrastructure operations. • Delivered L1 and L2 support for voice and data systems, including diagnostics and RCA. • Created operational SOPs and improved incident triage time. • Collaborated with cross-regional teams on seamless 24x7 service delivery.
Concentrix
Nov 20163 yrs 5 mosMar 2020

On-site

Worked in the banking/credit card vertical managing customer lifecycle support. • Ensured compliance in fraud detection, dispute resolution, and customer acquisition. • Delivered exceptional support while maintaining adherence to SLAs and KPIs.
Concentrix
Nov 20163 yrs 5 mosMar 2020

Education

St. Aloysius (Deemed to be University), Mangaluru

Bachelor of Commerce - BCom, Accounting and Finance

St. Aloysius (Deemed to be University), Mangaluru

20133 yrs2016

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Headline

Associate Manager at HCLTech, Customer Success Manager |Telecom Solutions | Driving Client Engagement & Business Growth at HCLTech

About

Experienced Customer Success professional with 8+ years of expertise in IT services, network operations, and enterprise customer lifecycle management. Currently leading customer success initiatives for Verizon’s IoT-enabled telecom solutions through HCLTech’s in-house platform, VECRM. I focus on onboarding, retention, upselling, and business value delivery for enterprise clients. Proven track record across HCLTech, TCS, Accenture, and Concentrix supporting mission-critical systems, resolving incidents, and driving measurable improvements in NPS and client satisfaction. Skilled in stakeholder communication, ITIL service management, telecom operations, and IoT platforms. Core Competencies: ✅ Customer Success Management (CSM) ✅ Telecom | VECRM Platform ✅ ITIL Service Operations ✅ Client Onboarding & Retention ✅ Cross-functional Collaboration ✅ Upselling & Account Growth ✅ Net Promoter Score (NPS) ✅ Incident & Problem Management

Location

Bengaluru

Work experience

Associate Manager at HCLTech, Nov 2023 - Present · 2 yrs 9 mos, Bengaluru, Karnataka, India, Client: Verizon | Telecom Services • Manage end-to-end IoT customer lifecycle through HCLTech’s VECRM platform, ensuring adoption, engagement, and retention. • Drive customer onboarding, success planning, and periodic health checks to maximize value realization. • Lead stakeholder interactions and cross-functional coordination with engineering, product, and support teams. • Achieved >90% client satisfaction scores through proactive account management and SLA adherence. • Develop customer success playbooks, engagement metrics, and growth opportunities in the telecom vertical.

Business Process Lead at Tata Consultancy Services, Jul 2022 - Nov 2023 · 1 yr 5 mos, Karnataka, India, • Acted as a client-facing process lead for telecom network services and enterprise support. • Identified process gaps, implemented service improvements, and drove customer experience enhancements. • Coordinated with global stakeholders for service transitions and escalations. • Improved ticket resolution SLA by 18% within the first year through streamlined workflows.

Network and service operations associate at Accenture in India, Aug 2020 - Jul 2022 · 2 yrs, Bengaluru, Karnataka, India, Supported telecom and enterprise clients in managing their network and infrastructure operations. • Delivered L1 and L2 support for voice and data systems, including diagnostics and RCA. • Created operational SOPs and improved incident triage time. • Collaborated with cross-regional teams on seamless 24x7 service delivery.

Senior Associate at Concentrix, Nov 2016 - Mar 2020 · 3 yrs 5 mos, On-site, Worked in the banking/credit card vertical managing customer lifecycle support. • Ensured compliance in fraud detection, dispute resolution, and customer acquisition. • Delivered exceptional support while maintaining adherence to SLAs and KPIs.

Senior Associate at Concentrix, Nov 2016 - Mar 2020 · 3 yrs 5 mos

Education

Bachelor of Commerce - BCom, Accounting and Finance, St. Aloysius (Deemed to be University), Mangaluru