Kohila Narayanan

Customer Success Manager

Bengaluru, Karnataka, India12 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved 90% of yearly target for upselling.
Maintained 98% client retention rate.
Recognized as 'Customer Success Champion'.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and client relationship management.

Contact

Skills

Core Skills

Customer Experience ManagementCustomer SuccessSales StrategyCustomer RetentionClient Relationship ManagementBusiness DevelopmentRequirements ManagementBusiness AnalysisClient ServicesTeam Management

Other Skills

Account ManagementAnalytical SkillsB2B SoftwareBusiness Case PreparationBusiness OptimizationBusiness Process OptimizationBusiness ReviewsBusiness StrategyBusiness development managerBusiness-to-Business (B2B)Client ManagementClient OnboardingClient RelationsCommunicationCross-Selling

About

With a knack for building strong connections and a passion for helping others succeed, I'm all about making sure our clients have the best experience possible. Whether it's troubleshooting a problem, sharing some helpful tips, or just having a chat, I'm here to make sure you're getting the most out of our products and services.

Experience

12 yrs 3 mos

Total Experience

3 yrs

Average Tenure

4 yrs 2 mos

Current Experience

Zaggle

Senior Customer Success Manager

Apr 2022 – Present · 4 yrs 2 mos · Bengaluru, Karnataka, India · On-site

Successfully managed a diverse portfolio of Enterprise accounts, cultivating strong relationships with clients and ensuring their satisfaction with the product and services.
Interacted with various client contacts, from Senior Managers to CFOs, CHROs and Directors, to understand their needs and provide strategic guidance.
Demonstrated expertise in presenting complex technical and functional information in a clear manner, both written and verbal, to clients.
Managed multiple concurrent customers and engagements, ensuring seamless service delivery, and maximizing client value.
Identified growth opportunities and successfully upsold and cross-sold products and features to existing clients, driving revenue growth, and advocating for the product's value proposition.
Key Achievements:
Played a key role in achieving 90% of the yearly target for Cross-sell and Upsell initiatives in FY 22-23.
Maintained a robust customer retention rate, achieving a remarkable 98% client retention.
Secured strategic partnership, driving 40% revenue growth within targeted market.
Managed critical client escalation, resolving technical issues promptly.
Recognized as "Customer Success Champion" for consistently exceeding expectations.

Requirements ManagementCustomer Experience ManagementClient OnboardingCustomer SupportCross-SellingCustomer Success

Girnarsoft

Senior Client Relationship Manager

May 2021 – Apr 2022 · 11 mos · Bangalore · On-site

Business Optimization, Admission counselling, Team Management, Strategic Planning, Requirement Elicitation and Business Development.

Client Relationship ManagementBusiness OptimizationStrategic PlanningBusiness Development

Mphasis, hgs, airtel, ola

Client Relationship Manager

Jul 2010 – Jan 2020 · 9 yrs 6 mos · Bengaluru, Karnataka, India · Hybrid

Expertise in Business Process Optimization, People Management, Strategic Planning, Requirement Elicitation and Business Development.

Business Process OptimizationPeople ManagementStrategic PlanningBusiness DevelopmentClient Relationship Management

Infosys

Principal Consultant Customer Relationship Management

May 2006 – Jun 2010 · 4 yrs 1 mo · Bengaluru, Karnataka, India · On-site

Facilitate with delivery execution team in translating the client requirements to
application/system requirements.
Requirement Elicitation & preparation of requirements documents.
Provide on-demand research support for business development leadership activities.
Appropriate usage of requirement documentation tools.
Detailed Functional Requirements and Functional Testing
Impart domain training to project teams.
Review the requirements documents prepared by Business System Analysts
Detailed Functional Requirements and Functional Testing

Requirement ElicitationFunctional TestingBusiness DevelopmentRequirements ManagementBusiness Analysis

Hsbc data processing pvt. ltd

Assistant Manager Client Services

Oct 2002 – Nov 2005 · 3 yrs 1 mo · Bengaluru, Karnataka, India · On-site

Projects worked: Retail Banking, Credit cards (Global Payments, Payment authorization) Voice
Authorization Process, Home Mortgage disclosure Act.
Responsibilities:
Provide leadership to a team of typically 15-20 employees (performance management, staff
development, succession planning)
Track performance by ensuring staff appraisals are scheduled and completed using tools
approved by HR to track skills.
Provide a prompt and effective response to the information needs of the business. Maintain a
stable operational environment and clear allocation of duties within own team.

Performance ManagementTeam LeadershipClient ServicesTeam Management