Apr 2024 – Present · 1 yr 11 mos

• Overseeing global Mid market accounts team of 9 managing a portfolio of 2,126 clients( including PAYGo and legacy) with a book of business valued at $18M
• Achieved over 90% revenue retention and driver 130% growth through strategtic expansions.
• Directed renewal and expansion for key customers, successfully managing deals ranging from $10K to $250K in ARR.
• Monitored critical engagement metrics such as cloud adoption, platform usage and customer health to implement proactive customer success initiatives.
• Led kickoff calls and CBR ( bi annual and quarterly sessions ) to evaluate account health, address challenges and align solutions with involving business objectives.

Sep 2022 – Apr 2024 · 1 yr 7 mos

• Lead a team of 9 CAs, providing guidance, training, and motivation to achieve sales targets.
• Foster strong relations with Key clients and partners, negotiating contracts and ensuring customer satisfaction ( Operated at an average deal size of $50K)
• Driving growth with the help of QBRs
• Reducing churn within self serve by analyzing customer data and developing strategies to improve customer retention.
• Result includes exceeding the target by 130%
• Sum of Revenue generated in the timeframe was $2.9M.
• Projects Taken:
• Facilitated seamless client onboarding processes, ensuring smooth transition and satisfaction.
• Directed recruitment efforts, sourcing top talent and fostering team growth.
• Developed comprehensive onboarding manuals, providing clear guidelines for new hires.
• Conceptualised and executed target marketing campaigns, driving engagement and conversion.

Jul 2021 – Sep 2022 · 1 yr 2 mos

• Primary POC and advocate for our Existing Customer base (Self Serve - 11K)
• Handled $25K -$50K ARR clients, grew, nurturer and handled any incoming requests from them.
• Collaborated with internal teams to Strwamline process and improve customer experience.
• Projects Taken -
• Provided personalized mentorship and guidance to team members, fostering professional development and growth.
• Resolved conflicts and disputes promptly and effectively, maintaining positive working relationships.
• Managed dunning procedures to enhance collections and mitigate delinquencies.