Apr 2022 – Sep 2024 · 2 yrs 5 mos · Remote

• 1. Maintained a 99%+ DRR for US Central territory by maintaining account health & identifying bottlenecks for product usage. Played a key role in driving activation of zero usage customers.
• 2. Improved ROI of portfolio D2C & B2B SaaS customers by advising them with A/B testing roadmaps & conversion rate optimisation techniques for their websites leading to higher revenue & renewals.
• 3. Created risk identification frameworks to understand customer health and predict churn. Built process for client feedback loop with G2 , Gartner reviews & video testimonials for marketing.

May 2021 – Apr 2022 · 11 mos · Bengaluru, Karnataka, India

• 1. Drove advocacy of Salesken's Conversational AI product. Contributed towards growing the India market by driving on-ground adoption and building case studies to build more reliance towards the C-Level stakeholders resulting in new business.
• 2. Setting up the Customer Success processes in the organisation: Identifying key customer outcomes & connecting them with product KPIs.
• 3. Handling Customer Support team for 6 months during which I was responsible for maintaining their CSAT, setting up SLAs for different customers and committing to them by defining internal processes with engineering, telephony and product teams.
• 4. Hiring, Coaching & Training new CSMs to become more diligent and resourceful at work as well as committing to quality output for their deliverables.

Oct 2019 – Apr 2021 · 1 yr 6 mos · Mumbai Area, India

• 1. Identify and create opportunities in assigned customer portfolio.
• 2. Identify risks and implement risk mitigation plan.
• 3. Take initiatives to increase user adoption and retention.
• 4. Working with Marketing, Product and Business teams to design growth and enhancement strategies.

Aug 2017 – Sep 2019 · 2 yrs 1 mo · South East Asia

• 1. Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.
• 2. Proactively assessing, clarifying and validating customer needs on an ongoing basis as well as leading solution development effort while coordinating the involvement of all necessary company personnel.
• 3. Developing a trusted advisory relationship with stakeholders as the single point of contact from the company and ensuring timely delivery according to customer needs.
• 4. Focusing on developing new business opportunities with existing clients and driving account retention and growth.
• 5. Analyzing latest marketing trends and tracking competitors activities and providing valuable inputs for fine-tuning marketing strategies.

Nov 2015 – Jul 2017 · 1 yr 8 mos · New Delhi Area, India

• 1. Maintain relationship with a portfolio of accounts to enhance customer satisfaction and nurture their partnership across Shiprocket & Kartrocket.
• 2. Identify critical accounts and ensure priority resolution to maintain overall customer lifecycle.
• 3. Ownership of Customer Success benchmarks for Up-sell & Cross-Sell MRR, Retention and Churn for the entire portfolio.

Nov 2014 – Oct 2015 · 11 mos · Dubai

• 1. Built a client base of over 100 corporate in the first year of operations of the company by providing prompt services and after sales support.
• 2. Maintained relations with multiple vendors to increase the supply end profit margins of the company.
• 3. Ensured time bound delivery and advertised it as a USP of the company.