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Raoul Edward

Senior Manager - Customer Success at GoKwik
Intro Book
Raoul Edward, a seasoned Senior Manager - Customer Success at GoKwik, brings 9 months of experience in developing and implementing customer success strategies, managing teams, and driving growth through data-driven insights.
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Location
Bengaluru, Karnataka, India, IN
Languages
  • English Native or bilingual proficiency
  • Hindi Professional working proficiency
  • Marathi Elementary proficiency
  • German Elementary proficiency
Skills
  • Teamwork
  • Leadership
  • Public Speaking
  • Crm
  • Customer Service
  • Show all
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Bio

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Credentials

  • Certified Associate in Project Management
    Project Management Institute
    Aug, 2022
    - Apr, 2026
  • Building High-Performance Teams
    LinkedIn
    Aug, 2020
    - Apr, 2026
  • Cert Prep: Project Management Professional (PMP)®
    LinkedIn
    Jun, 2020
    - Apr, 2026
  • Managing a Customer Service Team
    LinkedIn
    Feb, 2020
    - Apr, 2026
  • Consulting Foundations: Client Management and Relationships
    LinkedIn
    Nov, 2019
    - Apr, 2026
  • How to Design and Deliver Training Programs
    LinkedIn
    Nov, 2019
    - Apr, 2026
  • Calculating the Value and ROI of Customer Service
    LinkedIn
    Oct, 2019
    - Apr, 2026
  • Customer Experience: Journey Mapping
    LinkedIn
    Aug, 2019
    - Apr, 2026
  • Sales: Customer Success
    LinkedIn
    Aug, 2019
    - Apr, 2026
  • Six Sigma: Black Belt
    LinkedIn
    Aug, 2019
    - Apr, 2026
  • Certified Listening Professional
    Sprinklr
    Jun, 2017
    - Apr, 2026
  • Young Leaders Summit
    Indian Institute of Management Bangalore
    Sep, 2015
    - Apr, 2026
  • NCCMP - Certified Capital Market Professional
    National Stock Exchange of India Limited
    Jan, 2015
    - Apr, 2026
  • International Study Tour to Singapore
    -
    Feb, 2014
    - Apr, 2026
  • Accounting- An Aid for Superlative Business Development
    Institute of Chartered Accountants of India
    Aug, 2012
    - Apr, 2026
  • Basics of Stock Markets
    National Stock Exchange of India Limited
    Aug, 2011
    - Apr, 2026

Experience

  • GoKwik
    • India
    • Software Development
    • 200 - 300 Employee
    • Senior Manager - Customer Success
      • Apr 2024 - Present

      » Develop and Implement Customer Success Strategies: Defining success metrics, creating onboarding programs, and establishing playbooks for customer journeys.» Manage the Customer Success Team: Recruit, train, and mentor CSMs, fostering a high-performing team focused on exceeding customer expectations and achieving retention goals.» Drive customer adoption and growth: Analyze customer usage data and identify opportunities to increase product adoption and upsell/cross-sell solutions.» Build Strong Relationships with Key D2C Econominc Buyers: Acting as a trusted advisor, proactively understanding customer needs, and ensuring their challenges are addressed effectively.» Collaborate across Departments: Work closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience and inform product development based on customer needs.» Develop and Implement Best Practices: Stay up-to-date on industry trends and best practices and implement these to optimize the customer success function.

    • Customer Success Manager
      • Jul 2023 - Mar 2024

      GoKwik is a platform for solving shopping experience problems on e-commerce websites on the internet. Backed by Marquee Investors like Sequoia Capital, Matrix Partners and RTP Global, we are trying to democratise the shopping experience. In my role at GoKwik, I am entrusted with building and nurturing strong relationships with our D2C Merchants. I collaborate closely with cross-functional teams to ensure seamless onboarding, implementation, ongoing support, customer retention and growth.Prime Focus:Strategic Partnerships: Cultivating partnerships with key stakeholders to understand their business objectives and align our solutions to meet their needs. Data-Driven Insights: Leveraging data analytics to provide Merchants with actionable insights, helping them make informed decisions that drive revenue growth. Proactive Issue Resolution: Anticipating and addressing challenges before they escalate, ensuring customer satisfaction and loyalty. Product Advocacy: Serving as a liaison between Merchants and our product development teams, advocating for features and enhancements that align with customer needs.Customer Training Workshops: Conducting workshops to educate clients about our platform's capabilities, enabling them to unlock its full potential.Growing Books: Orchestrating a harmonious collaboration between the sales and success teams to forge an upsurge in revenue by capitalizing on upsell and cross-sell opportunities.Retention Through Relationship: Developing a client-centric culture that thrives on ongoing engagement and relationship-building.#GoKwik #CustomerSuccess #D2C #RelationshipBuilding #BusinessGrowth #DataDrivenInsights

  • Sprinklr
    • United States
    • Software Development
    • 700 & Above Employee
    • Managed Services Consultant
      • Aug 2021 - Jul 2023

      My role primarily involved: • Leading the full lifecycle of a project including, business analysis, functional specification, system design, platform configuration, testing, training, and defining support procedures• Serving as an integrator between business needs and the Sprinklr solution by driving client discovery to gather all necessary requirements• Managing and optimizing the configuration of the onboarded client, to ensure their continued success with the platform• Providing oversight on any additional enablement of the software deployment to be in line with the current architecture and future client needs or business requirements• Assisting the Sales and Success Teams in providing insight into client health, and working to win new business and/or grow existing accounts

    • Audit Consultant
      • Dec 2018 - Aug 2021

      Served one of the largest Technological Corporations & one of the largest Computer Manufacturing Brands in the world.My role included Leading the project & Team, Consulting, and Auditing the brand in Customer Experience and Engagement. This includes feedback, counseling, and training over 50 Social Media Executives.Other responsibilities :» Delegate tasks and set deadlines» Set clear team goals» Oversee day-to-day operation» Monitor team performance and report on metrics» Discover training needs and provide coaching» Recognize high performance and reward accomplishments» Organize team building activities

    • Social Media Community Manager
      • Feb 2017 - Dec 2018

      Industries/Projects Handled - An American multinational corporation that is engaged in the design, development, manufacturing, and worldwide marketing and sales of footwear, apparel, equipment, accessories and services.One of the leading Automobile Imdustries in the world An American-based multinational fast food chainAn American multinational technology company that develops, sells, repairs, and supports computers and related products and servicesTools used - Sprinklr Other experience:-Ideating and executing social media-specific campaigns that help build brand awareness and support marketing activities like brand campaigns, micro-content strategies, social media engagement.-Creating strategies using Listening tool to help brand listen to the communities and analyzing the conversations across Social media(ORM).-Monitoring effective benchmarks for measuring the impact of social media campaigns, and analyze, review, and report the health of communities across all Sprinklr social touchpoints (Twitter, Facebook, Instagram, LinkedIn)-Building communities consisting of prospects, influencers, clients, agencies, PR practitioners through lead researching and profiling.-Exploring upcoming social networks and creative use of current properties which includes campaign monitoring, campaign reporting, event monitoring, prospect & audience building.-Social Media Relationship Management for Global Brands (Fortune 100 brands)

  • EY
    • Bengaluru Area, India
    • Recruiter, Talent Team
      • Jun 2015 - Aug 2015
      • Bengaluru Area, India

      » Involved in End to end recruitment» Involved in conducting Volume hiring» Involved in the evaluation and review of multiple resumes for required skills pertaining to job requisitions with the judgment to identify qualified candidates» Successfully involved in identifying and recruiting contract, contract-to-hire, and permanent hire candidates» Interacting with Business Managers

  • National Plastic Industries Limited (1952)
    • Mumbai Area, India
    • Market Research Analyst
      • Jun 2013 - Aug 2013
      • Mumbai Area, India

      Research on Branding, its need and importance with special reference to National Plastic Industries

Education

  • 2014 - 2016
    Amity University Delhi
    Master of Business Administration (MBA), Marketing/Marketing Management
  • 2011 - 2014
    Department of Commerce, Manipal University
    Bachelor of Business Management (BBM), Financial Markets
  • 1999 - 2011
    International Indian school Dammam
    CBSE, Business/Commerce, General

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