Abhikaran Lobana
Customer Success Account Manager- Digital Sales
Mohali
Summary
Experienced professional seeking collaboration with an organization to leverage skills and talents. Committed to achieving mutual goals and contributing to team success. Excited about growth and learning in a dynamic, innovative company environment.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Account Manager- Digital Sales
Adobe
02.2022 - Current
- Spearheaded initiatives for process enhancement and troubleshooting to establish standard protocols and escalation policies for the customer support team.
- Evaluated metrics and crafted actionable strategies to boost performance and efficiency.
- Led training sessions and guided team members to elevate productivity, accuracy, and a commitment to service.
- Contributed significantly to client satisfaction by collaborating with operational teams to effectively resolve service-related issues.
- Developed a customer support plan to enhance retention.
- Directed the successful negotiations for renewing long-term contracts with franchise and sales partners.
- Secured customer approval by illustrating improvements and reduced costs.
Assistant Manager- Sales
Click Labs Pvt. Ltd
03.2020 - 02.2022
- Managing inbound B2B sales along with upselling and cross-selling across Jungleworks, Jugnoo, and Juggernaut.
- Conducting consistent follow-ups with prospects identified as potential clients and executing 60-100 cold calls each day.
- Tasked with establishing the pipeline and fostering revenue expansion across the US, Middle East, and African markets.
- Overseeing the full sales cycle, starting with product demos.
- Formulating proposals and quotes for clients while propelling the project into the development stage.
- Nurture long-lasting relationships with current and prospective customers.
- Focused on outstanding customer interactions, elevating current client worth while captivating new customers.
- Managing customer escalations through calls or chat.
Senior Lead Generation Executive
Beyond Codes Inc
08.2019 - 02.2020
- Managing lead generation activity for strategic accounts.
- Communicating with CXO executives.
- Approaching decision makers and maintaining relationships for current and future business initiatives.
- Preparing reports - daily reports, weekly reports, monthly sales planning.
Subject Matter Expert and Technical Sales Executive
Master Support Tech
10.2015 - 07.2019
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Troubleshoot computer issues regarding Hardware, Software, Operating Systems, Configuration of Networks, Printers and Other Software.
- Access Software Updates, drives, knowledge bases and frequent asked questions resources on the Internet to aid in problem resolution.
- Perform post resolution follow-ups to help transparency about the resolution conveyed to the customers.
- Test fixes to ensure problem has been adequately resolved.
- Develop help sheets and research on knowledge base articles for end users.
- Prioritize and schedule problems, escalate problems (when required) to the appropriately experienced technicians.
- Record, track and document the customer interactions, queries and prepare follow-ups in Organization based software.
- Collect customer feedback regarding the services provided and keep a track record of unresolved issues to get them resolved.
- Guiding and training the new hire and BQ’s and provide them with effective coaching and feedback to make them reach optimal performance level.
Education
Master Of Technology - M Tech - Computer Science
Calorx Teachers University
06.2015 - 06.2017
Bachelor Of Technology - B Tech - Computer Science
Calorx Teachers University
06.2011 - 06.2015
Skills
Effective leadership
Collaborative teamwork
Team motivation strategies
Professional growth facilitation
Workflow optimization
Individual coaching
Client engagement strategies
Strategic business development
Effective client communication
Sales strategy development
Goal setting and evaluation
Revenue growth techniques
Accomplishments
- Recipient of Adobe's Corporate Fast Track Award – Recognized in December 2022 for consistently exceeding performance expectations and demonstrating accelerated growth potential.
- Star of the Month – March 2023 – Honored for achieving the highest sales across Adobe in December 2022, showcasing exceptional sales performance and dedication.
- "Create the Future" Award – September 2023 – Acknowledged for playing a key role in training and mentoring the team on enterprise deal strategies, contributing to improved team performance and deal closures.
- Top Seller Award – Earned the title of top seller for nine consecutive months (October 2015 – June 2016) by consistently surpassing monthly sales targets.
- Best Customer Satisfaction Award – Received this recognition three years in a row for delivering outstanding service and fostering long-term client relationships.
- Promoted to Sales Manager – Selected from among five candidates after winning an internal leadership challenge; successfully led and managed a team of 30 sales representatives, driving sales performance and team development.and was promoted to Sales manager and lead a team of 30 sales representatives.
Timeline
Customer Success Account Manager- Digital Sales
Adobe
02.2022 - Current
Assistant Manager- Sales
Click Labs Pvt. Ltd
03.2020 - 02.2022
Senior Lead Generation Executive
Beyond Codes Inc
08.2019 - 02.2020
Subject Matter Expert and Technical Sales Executive
Master Support Tech
10.2015 - 07.2019
Master Of Technology - M Tech - Computer Science
Calorx Teachers University
06.2015 - 06.2017
Bachelor Of Technology - B Tech - Computer Science
Calorx Teachers University
06.2011 - 06.2015