Feb 2024 – Nov 2024 · 9 mos · India · Remote

• Lead a team of 10 customer success managers, providing guidance, support, and professional development.
• Develop and implement strategies to improve customer satisfaction and retention, from 93% to 100% in 4 months
• Analyze customer data to identify trends, issues, and growth opportunities, increasing in upsell and cross-sell revenue.
• Work closely with product, sales, and marketing teams to ensure a unified strategy for customer success and product development, leading to the completion of four case studies and three product enhancements.
• Establish and maintain relationships with key clients, acting as a primary point of contact and ensuring their needs are met.
• Create and deliver regular reports on customer success metrics to senior leadership, providing insights and recommendations for improvement.
• Develop and refine processes for onboarding, training, and supporting customers to enhance their overall experience with Gokwik.
• Conduct regular reviews with customers to ensure their satisfaction and address any issues or concerns promptly.

Apr 2022 – Jan 2024 · 1 yr 9 mos

• Managing a high-performing team of 7 Customer Success Managers (CSMs), driving their professional growth and success.
• Played a pivotal role in helping brands achieve an impressive 12% increase in customer retention, fostering long-term customer relationships and brand loyalty.
• Demonstrated a strong focus on business growth by consistently Improving Net Revenue Retention (NRR) from 98% to 112% through strategic customer success initiatives.
• Led the hiring, mentoring, and scaling of the customer success team, ensuring alignment with company goals and fostering a culture of excellence and innovation.
• Successfully mitigated Value & Logo churn by implementing proactive customer engagement strategies, leading to a significant reduction in customer attrition and revenue loss.
• Conducted and facilitated Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) for executive-level clients, addressing their unique needs and aligning strategies to achieve their business objectives.
• Skillfully handled appraisal negotiations, ensuring the team's compensation packages matched their performance and market standards, enhancing job satisfaction and retention.
• Pioneered the creation of Individual Development Plans (IDPs) for team members, tailoring training and growth opportunities to their unique skill sets and career aspirations, leading to increased job satisfaction and retention within the organization.

Apr 2021 – Mar 2022 · 11 mos

• Helping e-commerce and healthcare brands set up CRM & CDP automation, increase user engagement &. reduce churn.

Dec 2019 – Feb 2021 · 1 yr 2 mos · Gurgaon, India

• Built and nurtured strong, long-lasting client relationships, delivering exceptional customer success despite market dynamics, resulting in a 95% customer satisfaction rate.
• Seamlessly Transitioned 30+ new clients into the company, establishing a consistent delivery process across all clients, Reducing onboarding time by 25%.
• Proactively understood client business goals and anticipated future needs, leading to the delivery of optimal solutions and a 15% increase in customer referrals.
• Conducted quarterly business reviews and check-in points with key clients, resulting in a 10% increase in cross-sell opportunities.
• Collaborated effectively with cross-functional teams, including product, marketing, and finance, ensuring a best-in-class client experience.
• Capitalized on $110k in customer up-sell opportunities, resulting in a 15% increase in revenues within one fiscal year.
• Recruited, hired, and trained over 6 new team members in just 4 months, boosting the team's productivity and overall customer success performance.

Aug 2015 – Sep 2019 · 4 yrs 1 mo

• Managed a technical team of 5 Associate Engineers focusing on all Pre- Sales & Post-sales activities throughout customer life cycles in the Europe Region.
• Championed the customer experience through expert analyzation and communication.
• Identified feature and function requirements from clients and internal stakeholders, translating into business needs.
• Developed strategy proposal and road map for product upgrades, based on customer interaction for future releases.
• Develop & support of overall sales, customer support aspects, carrying out technical negotiations with clients, multiple teams & business partners / stakeholders.
• Proficient in researching, identifying and recommending new opportunities in lieu with Sales team to increase revenues and profitability for technical solutions & services.
• Demonstrated abilities in responding to developments, customer support aspects, carrying out technical negotiations with clients, multiple teams & business partners / stakeholders.
• Have good technical documentation and presentation skills, Creating Marketing collateral for solutions and services.
• Analyzed market to determine needs; prioritize product offering to capture largest opportunities
• Worked with individual firms to close large projects capitalizing on our capabilities.
• Developed team communications and information for Sales meetings.
• Managed quality assurance program including on site evaluations, internal audits and customer surveys.
• Communicated with customers and customer service teammates to develop a deep understanding of the client's needs and current market landscape.
• Coordinated project planning and execution with team members and team leads.