Chicago, Illinois, United States
A motivated Customer Success professional skilled in key account management and customer engagement, continuously aiming to become customers' trusted advisor. On the constant lookout for acquiring the latest skills that help carve a broader role in the digital arena.
- Executed 20+ RFA Optimization workshops in H1 2024, potentially resulting in a revenue uplift of $4.42M over the next 12 months, with an AE CSAT score of 4.72/5, and time savings of 46 hours for the account teams while establishing an end-to-end process, from user identification to tracking impact - Analysed the feature adoption of Stripe's top 50 Billing users, coupled with discussions with respective account teams to identify unhealthy, at-risk users and provide visibility into the health of our top users, raising 22 feedback tickets to the Product team - Implemented a drip email campaign for large & mid trialing users of Revenue Recognition to educate and offer help to users exploring the product, leading to increased engagement and considerable reduction in fees refunds, by providing transparent communications on movement from trial to paid plans
- High-touch CSM for 10 users in the APAC region amounting to $200k ARR, driving the post-sale engagement, retention, and growth of users while partnering closely with Account teams - Instrumental in setting up the Customer Success function from the ground-up involving establishment and tracking of metrics at different stages of the customer life cycle right from on-boarding to value creation and advocacy - Led the evaluation and implementation of a Customer Success tool to efficiently track account health and other leading metrics for renewal and churn forecasting
- High-touch CSM responsible for a $3M ARR book of business in the US to drive end-to-end Social Media operations with a focus on product adoption and growth - Achieved 100% retention in H1 2020 including mitigating a churn of $120k and renewing them in full through showcasing value from the platform - Expanded book of business by $300k ARR, distributed across product and services for FY-20 through champion building and value generation - Formulated success plans in collaboration with the users to align on business priorities and goals, to effectively track performance during executive business reviews
- Managed a $2M ARR book of business as a Scale CSM in the EMEA region with a key focus on account growth and advocacy - Led the advocacy team at Refresh '19 - Freshworks' Global User Conference in London, resulting in more than 100 video testimonials evangelizing user's success stories with the product - Drove usage of integrations within the Freshworks Marketplace leading to a 15% increase in adoption within a quarter
- Independently drove 3 multi-million dollar RFPs in collaboration with multiple internal teams to structure the proposal response - Won 6 proposals resulting in revenue generation of $3.8M for the BFSI vertical - Devised an Account Planning strategy for the BD tower to proactively chase opportunities and grow existing business - Conceptualized and executed digital strategies by diving into design thinking exercises such as Persona Creation, customer journey mapping, rapid prototyping, storyboarding, heuristic evaluation, industry benchmarking, etc.