Jun 2021 – Nov 2023 · 2 yrs 5 mos · India

• Key Deliverables:-
• 1. Set up the Customer Success function for B2C and B2B. The function included Customer Success Team, a Mentors Team and an automated 24/7 support function.
• 2. Outreached and onboarded global Content Partners in partnership with the content team.
• 3. Delivered more than 25 webinars and workshops with the marketing team to acquire a new user base and retain an existing user base.
• 4. Delivered Salesforce CRM project for Sales & Customer Success.
• 4. Delivered successful BETA launch of the App along with Product, Marketing and Sales with achieved KPI.
• 5. Worked with the product team for the overhaul of the edvanza app and again delivered successful BETA 2.0.

Jul 2019 – May 2021 · 1 yr 10 mos · New Delhi Area, India · Remote

• As a B2B Enterprise Customer Success Manager, I partnered with executives of Enterprise and Mid-market clients of Udemy to align their Business Priorities with the Ecosystem of Udemy for Business.
• Responsible for Renewals of close to $2 million in Annual Recurring Revenue with a balanced spread of clients across IT, Manufacturing, Financial Services, Products & Retail.
• Key Deliverables:-
• 1. As one of the first hires for Udemy for Business in India, I took over almost 60% of accounts based in the north region and some PAN India.
• 2. One of my very early wins was with one of the known e-commerce giants and renewed them for three years and took over that client from the EMEA region. It was one of the toughest wins of that year and was awarded the "new kid on the block" award in Dublin.
• 3. There was no looking back from the above achievement. I achieved 100% renewal and overachieved my target by 128% for the year 2019-2020.
• 4. This opened up doors for me to participate in Sales meetings too. Cracked one of the biggest deals with Sales in the northern region with ARR close to a million.
• 5. Converted 5 mid-market accounts to Enterprise by landing and expanding within the organization.

Sep 2017 – Feb 2019 · 1 yr 5 mos · Delhi · Hybrid

• Responsible for growth and driving B2B enterprise customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation.
• Key deliverables and achievements :-
• 1. Worked closely with my Sales Head and the CEO to crack NASSCOM Futureskills projects right from the RFP stage.
• 2. Program Managed FutureSkills Initiative by NASSCOM.
• 3. Co-created MVP with the leaders at NASSCOM and EdCast.
• 4. Managed two key accounts along with NASSCOM with an ARR of close to a million.
• 5. Landed and expanded in those key accounts and took the voice of EdCast at the top level where the CLO and CHRO got involved in the project and today almost everyone is an EdCast user in the organization.
• 6. Conducted Content partners' event meetings and multiple events at NASSCOM and EdCast.

Apr 2017 – Aug 2017 · 4 mos · On-site

• Managing B2B clients for content and LMS (SaaS) for enterprise clients with a total ARR of 1.2 million dollars

Apr 2015 – Mar 2017 · 1 yr 11 mos · On-site

• Strategic Account Manager - B2B Enterprise Clients
• Domain - Custom Content Creation for various Consumer Durables, Healthcare, BFSI, KPOs, BPOs etc
• Key deliverables and achievements:-
• 1. Managed an account base of half a million dollars in ARR and grew it to $780,000 by the end of the year.
• 2. Worked very closely on new RFPs with the VP of Sales and Account Management and bagged one of the biggest RFP after losing it for the first time.
• 3. Grew the ARR base of a Medical Equipment and consumer project company conglomerate from just $48,000 to $380,000 in just a year's time.
• 4. Never missed the best Star Account Manager award in the tenure.

Dec 2011 – Feb 2015 · 3 yrs 2 mos · Gurgaon, India · On-site

• B2B2C - Revenue, Retention and Renewals
• Client Relationship Management
• Internal Liasioning
• Selling Education Portal, Single Sign-On, Mobile App, Staff Augmentation, Consulting Services & HelpDesk

Sep 2011 – Nov 2011 · 2 mos · Tokyo, Japan · On-site

• Worked as a B2B Business Analyst in Tokyo Japan for India-Japan Global Partnership Summit event held by India center foundation an NGO based out of New Delhi and funded by both the Indian and Japanese government.

Sep 2010 – Sep 2011 · 1 yr · Gurugram, Haryana, India · On-site

• Revenue, Retention and Renewal of B2B SaaS SMB clients based in the US

Aug 2007 – Mar 2010 · 2 yrs 7 mos · Noida · On-site

• Liaison between Tier 2 Technical Staff and the Product Team for Photoshop, Photoshop Elements, Photoshop.com & Premier Elements.
• Analyze Consumer Behavior and identify reoccurring issue, write them as bugs and present it to the Bug Review Committee
• Create Reports and Dashboards
• Identify and write KnowledgeBase Articles.
• Key Member of the Bug Review Committee of Photoshop, Photoshop Elements, Photoshop.com & Premier Elements.

Aug 2004 – Aug 2007 · 3 yrs · Gurgaon, India · On-site

• Support Enterprise Customer using Microsoft Windows 2000 and 2008