Dec 2022 – Apr 2024 · 1 yr 4 mos

• Partnering with leadership team to create a prioritized list of customer pain points pertaining to the desired segment of Adobe Product & Services offerings.
• Developing & executing customer success strategies aimed at driving customer satisfaction, retention, and growth. Worked closely with senior management to align customer success initiatives with overall company goals and objectives.
• Gathering and analyzing data of users having issues during adoption to build a use case for various account strategies & forecasting.
• Enabled Sales/ CSM/ Product/e-commerce/Account Management teams by sharing VOC(voice of customer) reporting for better customer experience and necessary Product & Service enhancements where applicable.
• Sharing Monthly/Quarterly dashboards with respective stakeholders (Product, CSMs, Tech & Sales) to empower them with customer insights thereby enabling them to take data driven decisions.
• DSAT Analysis and NPS drilldown across various dimensions including overall trend (Promoter/Passive/Detractor) of different segments customers.
• Identify opportunities to streamline and improve customer success processes and workflows by optimizing onboarding procedures, refining customer engagement strategies.
• Collaborate with various internal teams, including sales, product development, marketing, and support, to ensure a coordinated approach to customer success.
• Managed and handled B2B accounts such as Genpact, HT Media and TOI groups.

Apr 2019 – Nov 2022 · 3 yrs 7 mos

• Handled Enterprise Accounts pertaining to the experience, adoption, expansion, engagement & renewals for the DME Products. Annual Portfolio of Accounts – 2M USD(approx.).
• Post Sales Account Management to achieve renewal/expansion targets keeping customer experience intact.
• Handled accounts around APAC and US geographies.
• Developed and maintained strong, in-depth relationship with assigned accounts, including Executive Level decision makers (External Stakeholders).
• Conducted regular business reviews MBRs/QBRs with internal/external stakeholders and share insights on customer service/delight to eliminate customer pain points.
• Grew Product Adoption by providing demos/trainings, use cases and best practices.

Jan 2017 – Mar 2019 · 2 yrs 2 mos

• Lead a team including recruitment, performance management and career development.
• Developed and implemented strategic retention plans to lower down the risk of customer churn percentage and increase retention rate.
• Analyzed retention data and trends to identify opportunities for growth and optimize retention strategies.
• Managed quarterly business review meetings with the leadership team to drive revenue growth.
• Conceptualized & developed Adobe Genuine Project which was launched with a goal to reduce the piracy & usage of Adobe non-genuine products (Sales Strategies).
• Facilitated setting up a team with vendor partner in India, Edinburg, Maastricht & Gorlitz to expand the project beyond North America region.

Jun 2015 – Dec 2016 · 1 yr 6 mos

• Led Adobe retention programs for Creative Cloud customers by understanding top reasons for cancellations.
• Created data reports and insights of customers who are identified as at risk of cancellation and worked with operation’s teams to ensure that every opportunity to retain these customers is evaluated.
• Analyzed reasons for cancellations and identified areas which could be improved based on customer feedback.
• Recommended modifications to existing processes and practices that could reduce the risk of customer attrition.
• Created quarterly presentations featuring retention program business stats for both inbound and outbound campaigns.
• Executed quality audits and highlighted key areas for operational improvement and increase customer satisfaction.
• Led Email marketing campaign finding customer behavior regarding payment update and failure via email with and without offer with a opt-in & opt-out process.
• Identified gaps in training and helped business focus to key areas for improvement.

Apr 2013 – Jun 2015 · 2 yrs 2 mos

• Worked in Outbound campaign to minimize the risk of customer churn and bring the attrition rate down.
• Track contracts that are soon to be expired and contact customers for renewals.
• Analyze customer feedbacks and develop new techniques to ensure customer retention.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.

Aug 2011 – Mar 2013 · 1 yr 7 mos · Gurugram, Haryana, India

• Product specialist. End to end computing solutions(hardware and software) in Dell premium and gaming laptops i.e XPS, ADAMO & ALIENWARE
• Managed inbound software & hardware Technical/ troubleshooting. Install/ download or trial error issue.
• Selling hardware, software warranty and Incident support to customers calling in for various hardware and software issue.

Mar 2010 – Jul 2011 · 1 yr 4 mos

• As a technical consultant,was responsible for providing solutions to issues occurring in MS- outlook and office product.