Experience

Kovai.co

• United Kingdom
• Software Development
• 200 - 300 Employee

• Manager Customer Success

  • Jan 2023 - Present



Kaseya

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Apr 2022 - Jan 2023

  I Monitor metrics and developed actionable insights to improve efficiency and performance. I Manage successful negotiation of long-term contract renewals with MSP owners and Inhouse IT Teams. I Facilitate penetration of key accounts via strategic planning initiatives. I achieve and maintain Churn below 1.8% of 3% of the target. I am Maintaining an account book of 160 currently. I Monitor metrics and developed actionable insights to improve efficiency and performance. I Manage successful negotiation of long-term contract renewals with MSP owners and Inhouse IT Teams. I Facilitate penetration of key accounts via strategic planning initiatives. I achieve and maintain Churn below 1.8% of 3% of the target. I am Maintaining an account book of 160 currently.



Freshworks

• United States
• Software Development
• 700 & Above Employee

• Senior Sales Account Manager

  • Aug 2018 - Apr 2022

  • I Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. • I Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits. • Created customer support strategies to increase customer retention. • Maintained account book of 100-150 SMBs & Commercial accounts. • Developed a resilient approach for churn… Show more • I Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. • I Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits. • Created customer support strategies to increase customer retention. • Maintained account book of 100-150 SMBs & Commercial accounts. • Developed a resilient approach for churn management • Importantly I acquired skills that elevate my growth in the industry. • Churn target was overachieved. (2.2 of 5%) Team Manager & Individual contributor (Aug 2018 -March 2020) • Established a dedicated Inbound sales team • Time management. (Attendance, adherence to work schedules, and business requirements) • Maintained work-life balance with team members • Managed 3000+ calls every month. • We create 2000+ MQL & SQL leads by prospecting and effective discovery • Revenue generated by leads generated by Inbound Central Team was 1.7 $ Million in 19 Months • Coaching sales skills to meet targets • Established great collaboration between the team, which helped us focus on business requirements. • Created the playbook for sales and training material. • Played a Major role in expanding the team (recruitment) • Weekly catch-up to achieve sales targets. (Pipelines and closures) • Established a customer-centric approach for sales which increased positive conversation between customers. • Communicating with churned customers and inactive customers was the primary goal to establish business again. • Played a trainer’s role till I moved as a Senior Account Executive. Show less • I Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. • I Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits. • Created customer support strategies to increase customer retention. • Maintained account book of 100-150 SMBs & Commercial accounts. • Developed a resilient approach for churn… Show more • I Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. • I Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits. • Created customer support strategies to increase customer retention. • Maintained account book of 100-150 SMBs & Commercial accounts. • Developed a resilient approach for churn management • Importantly I acquired skills that elevate my growth in the industry. • Churn target was overachieved. (2.2 of 5%) Team Manager & Individual contributor (Aug 2018 -March 2020) • Established a dedicated Inbound sales team • Time management. (Attendance, adherence to work schedules, and business requirements) • Maintained work-life balance with team members • Managed 3000+ calls every month. • We create 2000+ MQL & SQL leads by prospecting and effective discovery • Revenue generated by leads generated by Inbound Central Team was 1.7 $ Million in 19 Months • Coaching sales skills to meet targets • Established great collaboration between the team, which helped us focus on business requirements. • Created the playbook for sales and training material. • Played a Major role in expanding the team (recruitment) • Weekly catch-up to achieve sales targets. (Pipelines and closures) • Established a customer-centric approach for sales which increased positive conversation between customers. • Communicating with churned customers and inactive customers was the primary goal to establish business again. • Played a trainer’s role till I moved as a Senior Account Executive. Show less



Citi India

• India
• Financial Services
• 700 & Above Employee

• Senior Account Executive

  • Mar 2015 - Aug 2018

  Understand customer needs and develop plans to address them Identify key staff in client companies to cultivate profitable relationships Resolve customer complaints quickly and effectively Promote high-quality sales, supply, and customer service processes Aim to preserve customers and renew contracts Approach potential customers to establish relationships Gain solid knowledge of competitors Generating leads (credit card, personal loan, home loan, bank accounts, deposit, and… Show more Understand customer needs and develop plans to address them Identify key staff in client companies to cultivate profitable relationships Resolve customer complaints quickly and effectively Promote high-quality sales, supply, and customer service processes Aim to preserve customers and renew contracts Approach potential customers to establish relationships Gain solid knowledge of competitors Generating leads (credit card, personal loan, home loan, bank accounts, deposit, and mutual funds.) Handled NR and domestic banking. (Service delivery) KYC information management. Upselling products to increase business turnover (Credit limit increase, addon cards, Health insurance, Life, PL, HL, ready credit, etc.) Ensuring resolution calls done, with NPS check. Show less Understand customer needs and develop plans to address them Identify key staff in client companies to cultivate profitable relationships Resolve customer complaints quickly and effectively Promote high-quality sales, supply, and customer service processes Aim to preserve customers and renew contracts Approach potential customers to establish relationships Gain solid knowledge of competitors Generating leads (credit card, personal loan, home loan, bank accounts, deposit, and… Show more Understand customer needs and develop plans to address them Identify key staff in client companies to cultivate profitable relationships Resolve customer complaints quickly and effectively Promote high-quality sales, supply, and customer service processes Aim to preserve customers and renew contracts Approach potential customers to establish relationships Gain solid knowledge of competitors Generating leads (credit card, personal loan, home loan, bank accounts, deposit, and mutual funds.) Handled NR and domestic banking. (Service delivery) KYC information management. Upselling products to increase business turnover (Credit limit increase, addon cards, Health insurance, Life, PL, HL, ready credit, etc.) Ensuring resolution calls done, with NPS check. Show less



AJUBA SOLUTIONS (INDIA) PRIVATE LIMITED

• Chennai Area, India

• Senior Customer Service Representative

  • Oct 2012 - Feb 2015

  -Medical bill Collection from Insurance company and the patients. -Medical bill Collection from Insurance company and the patients.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Apr 2006 - Aug 2009

  Store card collection, commercial and individual cards. Store card collection, commercial and individual cards.