Customer Success Specialist with expertise in Churn Management and Customer Success
8 Years of Experience
Bengaluru, Karnataka, India
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Not Available
A Customer Success Specialist with over 8 years of experience in the SaaS industry, I am passionate about helping customers achieve their goals and grow their businesses with effective and innovative solutions. At Freshworks, I manage a portfolio of global accounts and provide them with exceptional service and support, resulting in increased customer satisfaction and retention rates. Some of my key achievements include conducting regular best practice webinar sessions, exceeding quarterly targets for QBRs and CSPs, proactively engaging with customers, and introducing and implementing new products and features based on customer feedback. I also have a strong background in account management, sales, and marketing, having worked with Fortune 500 companies such as HSBC and TK Maxx. I have an MBA degree and a certification in High-Impact Business Writing, as well as skills in churn management, customer success, and new business development.
Career Break, Others, Computer Software
Hogarth Worldwide(WPP Company)
BotCode
Freshworks, Hogarth Worldwide(WPP Company), BotCode, Frost & Sullivan, MM Alliance, Seabra Tran International Company
Job Title : Customer Success Specialist
Company name : Freshworks
Period : March 2021 - August 2022
Summary : • Conducted regular best practice webinar sessions to engage customers and convert them into advocates, resulting in increased customer satisfaction and retention rates.
• Consistently exceeded quarterly targets for number of QBRs and Customer Success Plans, resulting in improved customer retention rates across my portfolio. Achieved a minimum of 10 QBRs and 10 CSPs per quarter.
• Proactively engaged with customers on a regular basis, resulting in a 96% increase in customer retention rates. Tracked accounts to identify churn risks and implemented mitigation strategies.
• Gathered customer feedback during QBRs and used it to introduce and implement new products and features, resulting in increased customer satisfaction and retention rates.
• Collaborated with Account Managers to identify and successfully close expansion opportunities with existing customers.
• Worked cross-functionally with engineering, product, sales, support, and executive teams to ensure seamless customer experiences, provide visibility and/or escalations, and maintain strong customer relationships.
• Analyzed user engagement metrics on our platform and provided recommendations to customers that drove incremental value and ROI.
• Developed and executed customer success plans with clear deliverables, and conducted quarterly business reviews to demonstrate value, build relationships with key stakeholders, and identify growth opportunities.
• Designed and delivered effective training sessions for customers, receiving exceptional feedback ratings of 98%.
Location : Chennai, Tamil Nadu, India
Job Title : Client Account Management
Company name : Hogarth Worldwide(WPP Company)
Period : March 2019 - January 2020
Summary : • Managed global marketing projects for Fortune 500 companies such as HSBC and TK Maxx.
• Provided expert customer insights to product, marketing, and sales teams to improve user experience.
• Executed all aspects of client campaigns, from planning to delivery.
• Multi-tasked multiple client projects and focused on timely project delivery with high levels of customer satisfaction.
• Efficiently resolved all client issues and complaints.
• Monitored timelines and set realistic client expectations for internal design and development teams, proactively addressing delays.
• Cross-sold Hogarth's products and services to clients and created impactful client presentations.
• Optimized internal workflows to increase productivity.
Location : Chennai Area, India
Job Title : Customer Success Manager
Company name : BotCode
Period : April 2017 - March 2019
Summary : • Offered innovative solutions by recommending the best campaigns and promotions strategy to help my clients grow their business through Wechat marketing
• Set overall digital and e-commerce direction to help drive sales promotions on the We Chat application with sound comprehensive strategic recommendations to ensure ROI goals are achieved.
• Helped clients evaluate the effectiveness of their marketing/advertising programs and monitored competitive activities and planned appropriate response / action
• Liaised with cross-functional internal teams to ensure the project deliverables meet client’s expectations / standards
• Built Salesforce.com Journeys, Deliver cross-channel personalized experiences at every step of the customer lifecycle with B2C journey management
• Managed a portfolio of high revenue clients (based out of the U.S, UK, Thailand and China) to ensure success of their marketing goals and built strong client relationships to nurture long-term growth
Location : Chennai Area, India
Job Title : Account Executive Sales
Company name : Frost & Sullivan
Period : July 2016 - March 2017
Summary : • Contributed to the Digital Transformation industry in the Middle East by identifying and cultivating new accounts for Frost & Sullivan.
• Proactively established relationships with potential clients to gain a thorough understanding of their business needs.
• Enhanced Frost & Sullivan's brand equity within and beyond the core industry sector.
• Secured new business deals by establishing favourable business relationships with potential partners through networking, coordinating requirements, negotiating contracts, and integrating contract requirements with business operations.
Location : Chennai Area, India
Job Title : Customer Success Executive
Company name : MM Alliance
Period : September 2013 - December 2015
Summary : • Identified and developed new business and long-term account opportunities through proactive prospecting and cold-calling.
• Ensured proficient handling of all ticketing and reservation-related inquiries by maintaining positive relationships with clients, partners, and internal teams.
• Conducted training sessions for clients and international partners on the utilization of the hotel reservation engine.
• Collaborated with MM Alliance's Technology team to ensure timely implementation of all requirements specified in Business Requirement Documents obtained from hotels.
• Effectively managed client escalations and created an FAQ list to support client teams.
Job Title : Document Management Executive
Company name : Seabra Tran International Company
Period : September 2012 - August 2013
Summary : • Collaborated with global partners to meet shipment requirements and handle documentation.
• Handled documentation for import shipments originating from diverse countries, such as Japan, China, and Singapore.
• Supported the Sales Director by assisting with the preparation of shipment quotations and compiling geography-specific reports.
Title : High-Impact Business Writing
Period : July 2015 - December 2015
Summary : 5UTPS8XWQEB7, coursera.org, https://www.coursera.org/account/accomplishments/verify/5UTPS8XWQEB7
Issuing Authority : University of California, Irvine Extension
English , Hindi , Thai
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