Aakash Tyagi

• Joined the Critical Accounts Team after my training, at-risk clients needing tailored solutions, and expedited project timelines.
• Successfully completed onboarding for critical clients, addressing unique challenges that previously hindered progress.
• Conducted biweekly client meetings, including:

Kick-off Calls: Established project scope and objectives.
App Analysis Calls: Assessed client applications to tailor Whatfix solutions effectively.
Whatfix Enablement Sessions: Facilitated training sessions with product trainers to enhance client understanding and utilization of Whatfix features.
Content Ideation and Co-creation Calls: Collaborated with clients to brainstorm and develop customized content strategies.
Content Debugging Calls: Identified and resolved issues to optimize content performance.
Go-Live Preparations: Guided clients through the final stages of implementation for a smooth transition.

• Collaborated with project managers to develop comprehensive project plans, incorporating client requirements and goals, and presented these plans to clients for confirmation.
• Analyzed customer health metrics and gathered feedback to understand and enhance customer outcomes, identifying opportunities for improved product utilization and feature adoption.
• Monitored customer health indicators, adoption rates, and engagement levels to proactively address any issues and capitalize on growth opportunities.
• Provided strategic insights to clients, maximizing their product benefits and contributing to their business growth objectives.
• Gathered and analyzed customer feedback and data to identify best practices and enhance customer success strategies.
• Ensured precise and timely deliverables to secure client renewals, achieving a 100% renewal rate across nine accounts in the past 12 months.
• Trained on multiple Whatfix products (web, desktop, and mobile), adapting solutions to meet diverse client needs.
• Led internal meetings post-kickoff to identify client pain points, propose solutions, and align with client goals.
• Collaborated with solution engineering, product development, and customer support teams to deliver optimal outcomes for clients.
• Established success matrices in collaboration with clients, focusing on realizing their objectives effectively.

Key job responsibilities:

• Project Planning: Develop comprehensive plans using Scrum and Agile methodologies.
• Project Tracking: Monitor and track project progress, ensuring adherence to timelines.
• Budgeting: Manage project budgets to ensure cost-effectiveness and resource optimization.
• Project Completion: Oversee project completion, ensuring successful delivery of outcomes.
• Client Communication: Engage with clients to introduce and promote our products, upselling services to generate revenue.
• Client Retention: Focus on retaining clients by providing exceptional service and addressing their needs promptly.
• Team Management: Lead internal teams to prioritize projects and meet project goals.
• Product Development: Managed various projects, including the development of a new Video doorbell, The New Monada series, and the new 800 series for all Confio products.
• Documentation: Oversee projects like User manuals completion and other in-house projects, ensuring thorough documentation.
• International Client Engagement: Collaborate with potential international clients to support the Sales team and increase company revenues.
• Project Planning Expertise: Successfully created nearly 50 detailed project plans, demonstrating excellent planning skills.
• On-Site Installation Management: Work closely with the Sales team to manage on-site installation projects, coordinating client information, procurement of home automation products, and planning installation and support schedules.
• In-House Project Management: Oversee all ongoing in-house projects, conducting regular team meetings to ensure successful completion.
• Stakeholder Communication: Engage with external stakeholders and C-level employees, providing project updates.
• I have hands-on experience with JIRA, Salesforce, Trello, Taskade, Asana, Wrike, and ClickUp.

Job Responsibilities:

• Client Relationship Management: Serve as the main point of contact for assigned clients, maintaining regular communication and proactively addressing their inquiries and concerns. Build and nurture strong relationships with key stakeholders, including executives and decision-makers, to foster trust and loyalty in our organization.
• Customer Onboarding and Implementation: Collaborate with the sales and implementation teams to ensure a smooth onboarding process for new clients, setting clear expectations and objectives. Coordinate the implementation of our products/services, providing guidance and support to clients during the setup phase.
• Client Success Planning: Work with clients to understand their business goals and create tailored success plans that align with their objectives. Define key performance indicators (KPIs) and metrics to measure client success, regularly tracking progress and adjusting strategies as needed.
• Proactive Account Management: Conduct regular account reviews with clients to assess their satisfaction, identify potential issues, and discover opportunities for upselling or cross-selling additional products/services. Anticipate client needs and actively propose solutions that align with their evolving requirements.
• Issue Resolution and Escalation: Address client concerns promptly and effectively, working with relevant internal teams to resolve issues and minimize any negative impact on the client relationship. Escalate critical client matters to senior management when necessary, ensuring appropriate attention and resolution.
• Client Training and Support: Facilitate client training sessions to ensure they fully understand how to utilize our products/services effectively. Provide ongoing guidance to clients, and provide them constant support from our support teams whenever required, acting as a trusted advisor to help them achieve their desired outcomes.
• Client Advocacy: Champion the interests of our clients within the organization, representing their feedback and needs to various internal teams to drive product improvements and service enhancements.
• Customer Success Metrics and Reporting: Track and analyze customer success metrics, such as client satisfaction, retention rates, and upsell opportunities. Prepare regular reports on client performance and present findings to internal stakeholders.
• Customer Renewals and Churn Mitigation: Proactively engage clients nearing the end of their contract to secure renewals and prevent churn. Analyze reasons for client churn and work to develop strategies to reduce attrition.

• Helped the clients with ongoing machine-related issues and ordered the required parts for the machinery.
• Managed and prioritized workflow, allocating resources to support the team in delivering essential, high-priority features.
• Documented client requirements, cross-referencing needs, and product information.
• Highlighted excess and obsolete stock and implemented stock-reduction tactics to support revenue.
• Kept colleagues and customers updated with new product information and status updates.
• Learned RFP and RFI techniques from the leaders and managers in the team.
• Client management - Spoke with clients and helped the team understand the requirements of the client.

• I worked with Wipro as an associate and helped customers with product-related issues.
• As an employee, I was awarded with the best RPC and FCR on multiple occasions.
• Upselling the products was an important part of the job, and I was one of the top sellers on the floor.