Summary
Overview
Work History
Education
Skills
Websites
Extra Qualifications
Personal Information
Certification
Languages
Timeline
Generic

Ronny Carassco

Abu Dhabi

Summary

Customer Success and Renewal Manager for more than 11 years with an overall experience of 14 years in B2B SAAS Environment. My motto as a CSM has been to help customers achieve their goals with a detailed understanding of the company's service, using dynamic approach to satisfy the needs of the customers and maximize their benefits and achieve the desired outcome for their clients. Knowing the pain areas of the customer and addressing it with different solutions and to help them make use of my product to its maximum limit. I am a Customer Manager with a success of 14-year & a track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. I have Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Account Manager

Digital Natives (Abu Dhabi Talking)
05.2024 - Current

Company Overview:

Abu Dhabi Talking (Digital Natives) has been the pulse of Abu Dhabi since 2018, displaying the best in events, entertainment, food, and things to do in our capital city. We have a proven track record of working with top brands in Abu Dhabi and across the UAE, enhancing their reach through our multifaceted platforms.


  • Job role includes selling advertising space on Abu Dhabi Talking in the form of content, banner ads, emailers, video content, virtual tours to clients
  • Need to sell digital marketing services for platforms such as META, Snapchat, TikTok, Google Ads, YouTube Ads
  • Handling the current account for renewals
  • Responsible for creating a database of clients from different industries
  • Upsell on any given opportunity.

Customer Success Manager

Idera (Qubole)
07.2021 - 10.2023

Company Overview:

Qubole, an Idera Inc. company, provides a simple and secure data lake platform for machine learning, streaming, and ad-hoc analytics.


  • Proven experience driving adoption, renewal and expansion with Enterprise accounts
  • Successful track record of working with Partners and through the partner eco-system to drive adoption and expansion
  • Strong technical foundation and ability to explain with purpose how technology drives business value to a variety of stakeholders with different responsibilities to the business
  • Experience and understanding of the application development lifecycle strongly preferred
  • Exceptional executive-level communication, presentation and interpersonal skills
  • Fosters and engages in a culture of teamwork and collaboration
  • Creative, resourceful, detail-oriented and highly organized
  • Analytical and metrics-driven work style
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Passion for continuously learning new technology and being able to provide value to the customer.

Renewal & Customer Success Manager

Ivanti (Pulse Secure)
02.2021 - 07.2021

Company Overview:

Pulse Secure provides easy, comprehensive software-driven Secure Access solutions that provide visibility and seamless, protected connectivity between users, devices, things, and services. Our suites uniquely integrate cloud, mobile, application, and network access to enable hybrid IT in a Zero Trust world.


  • Manage and ensure account retention through adoption and driving on-time renewal
  • Own, drive and manage the renewals
  • Process identifying customer requirements, uncovering roadblocks, expertly probing for upselling and expansion opportunities, and demonstrating strong account management capabilities
  • Working with partners and customers to negotiate the renewal including pricing and service term
  • Meet/exceed assigned revenue goals and on-time renewal rate targets
  • Prepare and provide customers renewal quotes within 90-120 days of support expiration
  • Participate in weekly forecast opportunity reviews with the Manager, Renewal Sales
  • Manage the opportunity pipeline and update notes in Salesforce.com
  • Identify expansion opportunities to generate additional revenue (upsell/cross-sell), driving those opportunities to closure and/or ensuring that the appropriate account management resources are engaged to maximize the opportunity
  • Engaging in regular follow-up with Customers/Partners/Distributors for on-time execution of Purchase Orders for maintenance renewals
  • Be the 'trusted advisor', evangelizing the importance to Customers/Partners/Distributors, regarding product and support benefits of continuing active maintenance support contracts
  • Work closely with internal departments, regarding renewal policy, business best practices, and data items.

Renewal & Customer Success Manager

Sophos Technologies (Cyberoam)
06.2012 - 08.2020

Company Overview :

Sophos Technologies is a global IT network services company headquartered in UK. They began producing antivirus and encryption products nearly 30 years ago. Today Sophos products help secure the networks used by 100 million people in 150 countries and 100,000 businesses.


Role:

  • Understanding my customers and developing a trusted relation with all my key accounts
  • Managing the contract renewal cycle
  • Provide quotes to channel partners 3 months in advance and work on a follow-up plan
  • Working on upsell and upgrade of products which increases 15% YoY
  • Creating strategic business plan to improve profitability of existing product offerings
  • Managing and forecasting Key account metrics, helping all accounts consistently grow their business
  • Researching, Identifying National partners to improve product offerings
  • Generating and identifying expansion opportunities as well as customer advocates and references
  • Working closely with end customers and channel partners both
  • Maintaining a relationship with TMs and BDR account owners, partnering to ensure mutual plans
  • Planning Marketing activities & communications for Key accounts
  • Help hosting flagship events for all existing customers to maintain a rapport with them
  • Producing and supporting customers with quotations and updating and recording information onto SFDC
  • Responding to queries and reaching a proactive solution
  • Working through reports, managing cancellations, providing purchase order numbers
  • Demonstrates strong problem-solving and communications skills
  • Minimizes churn by strategically offering product bundles & price points that meet the needs of the customers' budget and business applications and expands our product mix
  • Updating inventory and having all C-level contacts, maintaining close workings with C-level, VPs and Senior decision makers
  • Showing results/revenue from existing accounts and making customers referenceable.

Sales Support Specialist

Thomson Reuters
03.2012 - 06.2012

Company Overview :

Thomson Reuters Corporation is a multinational mass media and information firm. Thomson Reuters was created by the Thomson Corporation's purchase of British-based Reuters Group on 17 April 2008, and is majority owned by The Woodbridge Company, a holding company for the Thomson family.


Role:

  • Post Sales responsibilities
  • Participate in the creation of documents and operation Management
  • Planning and executing service improvement activities and providing feedback as well
  • Keeping Records of the sales
  • Helping Silver level partners to overachieve their annual revenue target and upgrading potential partners to gold level Partnership
  • Developing new partners and Basic level partners who can reach out to SMB customers and help Cyberoam with run rate business
  • Training them through WebEx and giving them proper Product Positioning Training
  • Contact Point for partners around all key areas like training, Certification, Opportunity assistance, Prices and closure
  • Giving monthly and quarterly sales forecast and achieving your numbers.

Network Security Analyst

Wipro Technologies
05.2010 - 06.2012

Company Overview:

Wipro Limited is a global information technology (IT) services company headquartered in Bangalore, India. According to the 2010 revenue, Wipro is one of the largest IT services company in India and employs more than 119,491 people worldwide as of September 2010.


Role:

  • Analysis using Technical team for Sales - Security Information and management using ArcSight, File Integrity Management using Tripwire, Network Intrusion Detection using Sourcefire, Host Intrusion Detection System using SCSP and Deep Security
  • Service Improvement activities - Planning and executing service improvement activities and providing feedback as well
  • Handling Overall Business development activity in Teamware
  • Performing Market Research and qualifying potential prospects and requirements
  • Generating new clients and catering to all kind of IT Staffing requirements.

Education

Bachelors in Arts - History

University of Mumbai
01.2009

Higher Secondary Certificate - History and Sociology

University of Mumbai
01.2005

Secondary School Certificate -

Mumbai Board
01.2003

Skills

  • Client Relationship Building
  • Performance Tracking
  • Sales tactics
  • Revenue Generation

Extra Qualifications

  • Participating in various networking & security online forums.
  • Knowledge of Microsoft Office (Microsoft Word, Excel, PowerPoint).
  • CRM - Salesforce, Marketo, Inventory.
  • Expertise with Cloud Technologies.

Personal Information

Driving License: Valid UAE Driving License

Visa : Dependent Golden Visa

Certification

CCNA - Cisco Certified Network Associate

Languages

English
Advanced (C1)
Hindi
Upper intermediate (B2)
Marathi
Intermediate (B1)
Konkani
Elementary (A2)

Timeline

Customer Account Manager

Digital Natives (Abu Dhabi Talking)
05.2024 - Current

Customer Success Manager

Idera (Qubole)
07.2021 - 10.2023

Renewal & Customer Success Manager

Ivanti (Pulse Secure)
02.2021 - 07.2021

Renewal & Customer Success Manager

Sophos Technologies (Cyberoam)
06.2012 - 08.2020

Sales Support Specialist

Thomson Reuters
03.2012 - 06.2012

Network Security Analyst

Wipro Technologies
05.2010 - 06.2012

Bachelors in Arts - History

University of Mumbai

Higher Secondary Certificate - History and Sociology

University of Mumbai

Secondary School Certificate -

Mumbai Board

CCNA - Cisco Certified Network Associate

Ronny Carassco