Abhi Panicker

Experience

• 

  Aditya Birla Fashion and Retail Ltd.

  Jun 2013 - Jan 2015

  Assistant Store Manager
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  ICICI Bank

  Feb 2015 - May 2020

  Account Relationship Manager

  - Led relationship management efforts for high-value clients, achieving a 15% YoY growth in portfolio value through strategic account planning.- Managed strategic accounts worth $86,000 annually, driving revenue growth through consultative approaches and tailored financial solutions.- Delivered comprehensive training programs for bankers and sales officers, resulting in a 10% increase in team performance and revenue contribution.

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  BYJU'S

  Sept 2020 - Jun 2022

  Customer Success Specialist

  - Spearheaded customer journey mapping initiatives, improving overall user experience and achieving a 20% increase in active user retention.- Developed scalable success programs, enhancing Byju's app adoption across a customer base of over 600 users.- Monitored customer health metrics and implemented tailored engagement strategies, resulting in a 97% CSAT and a 15% reduction in churn.- Created strategic programs to enhance parent and student engagement, fostering a 30% improvement in learning outcomes.- Contributed to revenue growth by identifying upselling opportunities, increasing account value by 12% Show less

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  Tata Consultancy Services

  Jun 2022 - Jun 2024

  Subject Matter Expert

  - Strengthened customer relationships by implementing success planning frameworks, driving a 12% increase in customer adoption of key solutions.- Led customer training and enablement programs, enhancing user engagement and reducing support ticket volume by 23%.- Collaborated with cross-functional teams to identify business impact opportunities, contributing to a 10% boost in revenue through value-driven initiatives.- Designed and delivered customer adoption programs, ensuring seamless onboarding and long-term satisfaction.- Built and maintained strategic relationships with key accounts, aligning solutions with customer goals to ensure consistent value delivery. Show less

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  Accenture

  Jun 2024 - now

  Help Desk Analyst

  - Partnered with clients to drive strategic account growth, achieving a 20% increase in customer portfolio value through upselling and cross-selling initiatives.- Implemented customer lifecycle management processes, improving retention rates by 15% and enhancing customer satisfaction.- Monitored customer health metrics to proactively address potential risks, reducing churn by 18%.- Designed and executed strategic account plans, enabling seamless alignment with customer business objectives and fostering long-term partnerships.- Introduced proactive engagement initiatives, leading to a 25% improvement in NPS scores and higher customer advocacy. Show less