Abhijeet Tola
Customer Success Manager
Bengaluru
Summary
Result-oriented customer success manager with three years of experience in enabling and growing SaaS implementations. Skilled in providing attentive customer service and managing customer relationships. Exemplary record of 90%+ account renewals and 50%+ account expansion.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Customer Success Manager
Webengage
05.2023 - Current
- Helping brands in achieve their customer acquisition, engagement and retentions goals, while increasing the customer experience and their lifetime value though hyper - personalised contextual communications leveraging Webengage’s marketing automation platform
- Consulting clients on business KPIs across Insurance, D2C, Lending and Fashion industry to help them improve their conversion numbers across key funnels and cohorts
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Responsible for developing long term relationship while maintaining high NPS score and ensuring product adoption, retention & expansion of assigned accounts
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
- Ensure weekly engagement and conduct MBR and QBR with leadership team to align goals and plan for joint growth
- Implemented effective communication strategies leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
Customer Success Manager
Worxogo Solutions Pvt. Ltd.
07.2021 - 04.2023
- Enabling 14 SaaS implementation for B2B Clients like EXL Services, EY, Zurich Insurance Group, Yellow Corporation, Wolters Kluwer Health, Global Atlantic across India, Philippines & United States
- Responsible for onboarding, adoption, retention & expansion of Implementations of assigned accounts, having 95% renewal rate
- Consulting customers on multiple Enterprise level KPIs across Insurance, Travel & logistic, Consulting & BPO industry to help them improve their sales and operations productivity
- Responsible for upselling to existing accounts
- Designed standard onboarding pack for an industry level onboarding experience and reducing time to go-live with new implementation
- Developed a standard process and a directory in form of google site for helping customer success team in conversion of IRO to FRO.
Sales Manager
Reliance General Insurance
12.2020 - 06.2021
- Built positive business relations with 5+ channel partners - leading Insurance broking companies
- Sourced new business and exceeded monthly sales targets by average 25%
- Provided post sales services for active policies worth over 1.2 cr
- Identified and activated 2 new channel partners
- Coordinated with several departments like operations, underwriters, risk inspectors, claims team, etc
- To provide the best customer experience.
Business Development Associate
Interviewbit (Scaler Academy)
08.2020 - 11.2020
- Prospecting potential clients via cold calling and conducting online counseling sessions with students/parents
- Need generation and converting leads to paid customers
- Revenue generation by meeting weekly and monthly sales targets
- Cementing relationships with users and leveraged referral networks to promote business development.
Sales and Marketing Intern
Aditya Birla Sun Life Insurance
04.2019 - 05.2019
- Conducted extensive primary research on consumer behavior in Insurance industry
- Generated ideas and collaborated with other teams to launch marketing initiatives
- Contributed to mock-ups, email campaigns and social media content.
Education
PGDM- Marketing -
IMT, Nagpur
01.2018 - 04.2020
BBA - undefined
St. Xavier's College Jaipur
01.2014 - 04.2017
Class XII - undefined
Seedling Modern High School, Jaipur
01.2013 - 04.2014
Class X - undefined
Seedling Modern High School, Jaipur
01.2011 - 04.2012
Skills
Customer Account Management
Strategic Planning
Key accounts development
Sales proficiency
Communication
Effective Time Management
Team Work
Team Management
MS Office
JIRA
Quick Sight
Additional Responsibilities
- Member, Corporate Communication Committee (PR & Branding), IMT, Nagpur.
- International Press, MUN 2018 and MUN 2019, IMT Nagpur
- Winners of Concord - National Level B school Management Olympiad, 2020
Hobbies
- Cricket and Formula 1
- Solving puzzles
- Occasional cooking
Timeline
Customer Success Manager
Webengage
05.2023 - Current
Customer Success Manager
Worxogo Solutions Pvt. Ltd.
07.2021 - 04.2023
Sales Manager
Reliance General Insurance
12.2020 - 06.2021
Business Development Associate
Interviewbit (Scaler Academy)
08.2020 - 11.2020
Sales and Marketing Intern
Aditya Birla Sun Life Insurance
04.2019 - 05.2019
PGDM- Marketing -
IMT, Nagpur
01.2018 - 04.2020
BBA - undefined
St. Xavier's College Jaipur
01.2014 - 04.2017
Class XII - undefined
Seedling Modern High School, Jaipur
01.2013 - 04.2014
Class X - undefined
Seedling Modern High School, Jaipur
01.2011 - 04.2012