Mar 2022 – Sep 2024 · 2 yrs 6 mos · Bangalore Urban, Karnataka, India

• As Customer Success & Support Manager at AdNabu, I lead a team dedicated to driving customer satisfaction and retention in the competitive AdTech SaaS industry. I've consistently achieved exceptional results, including a 65% increase in trial completion rates and impressive 85% (30-day) and 75% (6-month) retention rates in 2023 and so far in 2024.
• My strategic focus on high-value customer segments has been instrumental in generating over 70% of company revenue. By identifying and resolving primary churn issues, I've successfully reduced churn by over 25%. Additionally, I've defined clear installation objectives and developed effective email templates to enhance customer onboarding.
• Automation is a key component of my approach, and I've implemented automated customer sentiment analysis and issue reporting, ensuring timely feedback to product and tech teams via Gmail and Slack.
• As a leader, I manage a team of six customer support executives, overseeing daily operations and conducting comprehensive industry and product training for new team members. My expertise lies in strategic planning, data-driven decision-making, and fostering a positive team environment to achieve exceptional customer outcomes.

Mar 2021 – Mar 2022 · 1 yr · Bangalore Urban, Karnataka, India

• Progressing at AdNabu, I transitioned into the role of Customer Support Manager from March 2021 to March 2022. This exciting phase involved scaling our team, leading me to recruit and directly manage a group of four talented customer support representatives.
• I leveraged my natural leadership abilities to mentor, train, and guide the team, fostering a collaborative and high-performing environment. Simultaneously, I continued to handle major key accounts, ensuring our most valuable customers received dedicated attention and support. This dual focus allowed me to refine my management skills while deepening my expertise in customer success.
• Notably, during this period, I initiated a significant shift in our approach to high-value customer segments. By implementing targeted strategies, we successfully concentrated efforts on these clients, resulting in them contributing to over 70% of company revenue. Additionally, through the identification and resolution of core churn issues, I was instrumental in achieving a substantial 25% reduction in churn.
• This experience proved invaluable, preparing me for increased responsibility and a broader leadership role at AdNabu. The successful implementation of data-driven strategies and process automation during this period laid the groundwork for continued growth and success in my subsequent position as Customer Success & Support Manager.

Aug 2019 – Mar 2021 · 1 yr 7 mos · Bangalore Urban, Karnataka, India

• Kickstarting my career at AdNabu, I thrived in the role of Customer Service Executive from August 2019 to March 2021. I provided comprehensive support to our global customer base through various channels, including chat, email, and calls. This immersive experience accelerated my understanding of Google Ads, Google Analytics, Google Shopping, and the broader marketing and advertising landscape.
• Interacting with diverse clients, particularly those from international markets, significantly honed my communication skills. I also acquired several Google Ads certifications, bolstering my technical expertise to deliver top-notch support. This foundation prepared me for subsequent growth and leadership within AdNabu, ultimately contributing to achievements such as a 65% increase in trial completion rates, a 25% reduction in churn, and consistently high customer retention rates.

Apr 2018 – Aug 2019 · 1 yr 4 mos · Bengaluru, Karnataka · On-site

• Launched my career at Swiggy, India's leading food-tech SaaS platform, as a Partner Support Executive from April 2018 to August 2019. I quickly became a go-to resource for resolving partner queries and concerns within stringent turnaround times, demonstrating a strong aptitude for clear and effective communication.
• My role extended beyond basic support, as I spearheaded the creation and leadership of Swiggy's first-ever "Escalation Department" team. This involved managing complex partner issues, fostering strong cross-functional relationships, and consistently prioritizing partner satisfaction.
• Throughout my tenure, I maintained an exceptional customer satisfaction (CSAT) score of 9.0 out of 10, reflecting my commitment to delivering outstanding service and building strong partner relationships. This foundational experience in partner support and conflict resolution laid the groundwork for my subsequent success in customer-centric roles.

Sep 2016 – Apr 2018 · 1 yr 7 mos

• After my tenure at L&T Infotech, I embarked on a period of personal and professional exploration. This involved dedicating time to prepare for competitive government examinations, a long-standing personal goal. To maintain financial independence during this period, I actively engaged in various freelance projects through platforms like Freelancer.com.
• While my pursuit of government service was ultimately impacted by external factors, this period of focused preparation and independent work significantly enhanced my skill set. I gained valuable experience in project management, communication, and adaptability, which have proven beneficial in my subsequent professional roles. This time also allowed for personal reflection and growth, solidifying my career aspirations and paving the way for a successful transition into the Customer Success field.

Jun 2015 – Apr 2018 · 2 yrs 10 mos

• Throughout my career, freelancing has been a consistent avenue for me to explore diverse opportunities and expand my skill set. Beginning in my college days and extending through a brief career break, I've embraced various freelance projects, including home tutoring and online work. This experience allowed me to develop adaptability, self-discipline, and a strong work ethic—qualities that have proven invaluable in my professional journey.

Jul 2016 – Sep 2016 · 2 mos · Navi Mumbai · On-site

• Upon graduating, I launched my professional career as a Graduate Engineer Trainee at L&T Infotech through the college placement program. During my tenure, I gained a solid foundation in computer programming principles and applied this knowledge through hands-on project experience. This initial exposure to the tech industry proved valuable, but I ultimately decided to pursue other personal and professional goals, leading to my voluntary departure in September 2016.