Experience

• 

  Zamil new delhi infrastructure pvt. ltd

  Nov 2013 - Apr 2015

  • Coordinate with Senior Engineer and Management team for the project.• Design complete project report for the proposal of new site.• Ensure timely file invoice and generate revenue.• Coordinate with project team for completion of project on time limit.• Business Development for create a new project.• Ensure timely reconcile the statement of Accounts. • Started my association with Projects as a GET working on CM/PM activities.• Started project coordination and handled NEA billing.• Handled ZTE invoicing and achieved an amount of 5 MUSD for the company in the timelines.

  • Executive-BD And Sales

    Jul 2014 - Apr 2015

  • Graduate Engineering Trainee

    Nov 2013 - Jun 2014
• 

  Adobe

  May 2015 - Jun 2021

  • Be the key advocate for Customers on behalf of Adobe with a focus on Transformation, Engagement, and Experience.• Working with customers to maximize customer value realization by ensuring a productive partnership that meets customers’ aims.• Working closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunities.• Interacting with C-Level/Director/Manager Level stakeholders and Engineers to drive value realization.• Understanding customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams. Show less • Manage support issues that have fallen outside the acceptable parameters or require additional focus, the CSM will ensure and manage issue escalation & resolution via our defined support processes.• Produce regular issue status reports and quarterly activity reports for the Leadership Team.• Work directly with customers to understand business, technical, reporting requirements and coordinate with multiple different Adobe internal teams to ensure customer success.• Ensuring that the customer is aware of new technology functionality associated with acquisitions or new product releases.• Ensure that the customer can participate in Adobe events should they desire.• Acted as the relationship lead for BU and new initiatives once a client is Onboarded.• Structured working approach, ability to manage multiple, parallel activities.• Proven track record in teaming with sales and field organizations to achieve business goals.• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment.• Proactively monitor, anticipate and address customer success issues.• Understand and assess customer requirements, level of adoption and corporate structure.• Develop and maintain a trusted advisor relationship with key contacts such that your activities are alignedwith the customer’s business strategy, allowing the full potential of their Adobe Solution to be realized.• Establish oversight of the customer’s adoption, training and usage/development of best practices to continually drive incremental value and return on the customer’s investment.• Lead, manage and participate in activities that drive product adoption, active use, Adobe awareness, and customer satisfaction. Show less Manage overall customer success to ensure high retention.Looking after all the Renewal account (DME) of Japan.Looking after all the Risk account (DMA) of Japan.Working directly with account management team on named accounts, vertical, and regional.Deliver monthly or quarterly account review for upcoming renewals and mandatory product upgrades.Customized Reports for DME accounts to provide account health check and retain potential customers.Looking after Benchmarking of various Industry through their data analysis by calculating various KPI’s and metrics.Coordinating with Value Positioning team and CSM’s for timely deliveries of Benchmarking Scorecards. Show less

  • Senior Customer Success Manager - WPP Account Team

    Feb 2020 - Jun 2021

  • Customer Success Manager

    Nov 2016 - Jan 2020

  • CSM-Operation specialist

    May 2015 - Oct 2016
• 

  Freshworks

  Jul 2021 - Sept 2023

  Lead - customer success

  Responsibilities:-o Engage proactively with customers using the engagement modelo Understand and document customer’s business flow and deep understanding of use-caseso Deep product knowledge of all product lines. Generally does product demo + work out solutions for business use cases using best product-fito Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)o Evaluate how customers manage our Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)o Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)o Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressedo Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics ando Own two key metrics (Increase Product-Adoption & Customer Retention) Show less