Kiran Rajan

Experience

• 

  MetricFox

  Mar 2016 - now

  Head - Customer Success

  • Drive the service growth and success of the SaaS product – Ampliz (database management platform). Develop customer relationships that promote retention and loyalty. Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction• Handle customer service, account management and delivery teams to align shared goals, so as to enable high value customer experience• Create policies and procedures that optimize the customer experience. Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices• Manage key customers and grow them into revenue opportunities by engaging in up selling• Develop market entry strategies based on analysis of business trends • Making proposals in response to incoming inquiries. Project handling, crafting the proposals, negotiating commercials, agreement terms and closing the deal. Making presentations to clients, organizing site visits, preparing and submitting price proposals to clients• Account Management – new account Management and manage existing accounts. Establish credibility with the Clients through factual data documentation and proofs of competence and consistency• Get repeated business from existing customers. Provide commercial, marketing and strategic support and become the commercial liaison, and provide necessary assistance on escalated or urgent issues• Hire, train and supervise staff performance. Provide on the job training / mentor new employees. Conduct performance evaluations, handle disciplinary actions and process payroll. Show less

• 

  Tata Consultancy Services

  May 2019 - now

  Delivery Lead