Aug 2020 – Dec 2022 · 2 yrs 4 mos · Bengaluru, Karnataka, India

• AREAS OF EXPERIENCE & EXPERTISE
• B2B
• Churn management
• Churn Mitigation & Risk management
• Communication
• CRM
• CSAT
• Customer Advocacy
• Customer Engagement/Retention
• Customer Lifecycle Management
• Customer Success & Support
• Data driven decision making
• Digital Marketing
• Entrepreneurial
• Hiring
• Industry best practices
• Interpersonal skills
• Key Account Management
• NPS
• Onboarding Customers
• Playbook
• Pre Sales/UpSell/CrossSell
• Problem solving skills
• Product Adoption
• Product Enhancements
• Product expert
• Product implementation
• Programmatic Advertising
• Project Management
• Relationship management
• Renewal based Business Process
• Reporting & Data
• Retention
• Revenue management
• SaaS Operations
• Strategic Planning
• Team building
• Team Management
• Training team & Customers

Nov 2019 – Present · 6 yrs 6 mos · India

Mar 2018 – Jul 2020 · 2 yrs 4 mos · Bengaluru Area, India

• Empower Sprinklr Enterprise customers/ agencies/ partners to improve their customers’ digital experiences and achieve business
• objectives through the adoption of Sprinklr.
• ● Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business.
• ● Serve as the internal voice of the customer and advocate for the clients’ needs (services, support, product management,
• executive alignment).
• ● Manage and track key performance indicators (KPIs) in Gainsight – including renewal and expansion commitments – to ensure
• exceptional, predictable results.
• ● Provide excellent consultative support to Identify opportunities for customer references and case studies.

Apr 2017 – Feb 2018 · 10 mos

• Making sure that everything that a CSM does is done and now also for Strategic Accounts.
• Additionally, help the team members with process.
• ● Lead ​the CSM team for process and accounts for 6 months.
• ● Lead strategic accounts and partnerships for the company.
• ● Maintain high performance of the team by helping them minimize Churn and downgrade numbers.
• ● Get Net New MRR from existing strategic Accounts, and layout the entire accounts growth plan step by step.
• ● Present stats to the management and work closely to plan & implement processes.
• ● All the CSM Responsibilities for accounts including onboarding, nurturing, generating net new MRR from existing accounts,
• Renew the contracts for longer terms and better payment terms like Annual In advance payments.
• ● Close the deals for strategic Large customers.
• ● Generate referrals from customers for new Customers.
• ● Incidence Management and Escalations.

Oct 2015 – Mar 2017 · 1 yr 5 mos

• CSM is responsible for customer retention or prevention of churn. To achieve the end goal of driving up the renewal rates and ensuring the post-sales success of a portfolio of customers.
• Maximizes the value of the customer’s investment in Companies products and services throughout the end to end customer lifecycle.
• Roles and Responsibilities:
• On-Boarding Customers – CSM Introduction, Performance review and setting up the right expectation. Through on-boarding and training, the CSM group ensures that all customers are fully engaged and getting the value that they expect
• Portal Training & periodic monthly/ quarterly business review calls
• Educate customers about the new services and offerings & align their needs to them, while generating the LTMRR
• Prepare & update CSM Presentation Deck.
• Training & development of new joinees. & existing team mates.
• Cross sell/ Upsell /Upgrades/ Renewals/Contract Renegotiation and Churn Rate reduction.
• Create, analysis and deliver performance reports for Customers simultaneously identifying Potential Upgrades, Addressing Issues & forecasting Churn.
• Work on Account Ownership List, Upgrade list , Churn List, Customer list, Pending List etc
• Develop and execute customer success plans to help forecast renewals and churn.
• Maintain & sometimes be the economic moat of Aryaka
• Work Closely & regularly with Finance, Marketing & Support teams
• . Incidence Management

Jul 2015 – Sep 2015 · 2 mos

Jun 2014 – Jul 2014 · 1 mo · Bengaluru Area, India

Mar 2013 – Apr 2014 · 1 yr 1 mo · Bangalore

• Responsibilities:
• Development of the prospect pipeline through identification, targeting and soliciting online/phone meetings with prospects and developing qualified leads
• Clean up and document all leads provided by various corporate marketing programs. Possess the ability and the daily discipline necessary to focus on the important activities
• Support marketing programs as needed, such as creation and maintenance of mailing lists, invitations
• Pull data from online sources like LinkedIn, Hoovers, Jigsaw and prospect websites as needed
• Basic technology industry awareness
• Lead prospecting to identify, contact and qualify potential customers
• Closed-loop tracking and metrics reporting to management
• Meets or exceeds required targets on a monthly, quarterly and yearly basis
• Timely updates and inputs in SalesForce.com with an eye for accuracy and detail
• Undertakings:
• Brought in two new logos in the company
• Consistent 50-90 % Target achievement
• Rolled out Personal lead awareness campaigns
• Informal Team trainings
• New Lead research and generation
• Highest number of outbound calls
• Record of setting 100% meetings in 8 days

Dec 2011 – Aug 2012 · 8 mos · Bengaluru Area, India

• Connect via voice and email with prospects/ leads generated by company's marketing campaigns.
• Qualify prospects for real opportunities/ projects.
• Continuously interact and work with Field Sales in US.
• Manage territorial responsibilities for generating new business opportunities.
• Participate in marketing campaigns with strategies for increasing quality leads.
• Appreciate and believe success in an Inside-Sales function is a derivative of following consistently a defined and ever- evolving process in a disciplined manner.
• Identify new customers for products within a given sales territory
• Responsible for generating new opportunities: key business function is prospecting new accounts
• Reaching top level executives and line-of-business (LOB) managers

Feb 2011 – Aug 2011 · 6 mos · Bengaluru Area, India

• Secure 50% of Opportunities/Prospect meetings which present valid revenue opportunities.
• Assist in the identification of suitable ‘Akamai-Ready’ Target Industry Accounts (TIA) by compiling and sharing research date with the Major Account Executive.
• Local point of entry and contact for all inbound telephone calls, qualify and redirect.
• Extensive territory planning in assigned region & prospect research in specific industry verticals & Akamai solutions.
• Ability to develop a ‘Why Akamai, Why Now’ proposition for each call.
• Proactively identify and find new business leads for my territory.
• Support of internal industry or solution specific marketing campaigns and events.
• Close co-operation with the sales team to identify and follow up on new opportunities.
• Make use of prospecting support tools such as OneSource, Hoovers and the Marketing Lead Development Centre in Bangalore.

May 2009 – Jul 2010 · 1 yr 2 mos · Cardiff, United Kingdom

• Endorsing managers in delivery of customer services in Tesco metro store by serving customers.
• Performing cash availability check on all the customer serving points in store.
• Analysis and verification of till check report with local cash office reports.
• Responding to customer queries on helpdesk phone and assisting customers within the store.
• Managing staff members, daily work allotment, weekly shifts and monthly holidays.