Abhilasha Khatri
Customer Success Account Manager
Gurgaon,HR
Summary
Results-driven professional with extensive account management experience, specializing in cultivating and maintaining strong client relationships to drive business growth. Skilled in contract negotiation, resolving client issues, and aligning services to meet client needs. Demonstrated success in fostering team collaboration and thriving in dynamic environments, highlighting exceptional communication and problem-solving abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Account Manager II & Quality Analyst
ADOBE
11.2022 - Current
- Leading 4 NA sales teams (42 HC) in driving attainment by deepening data analysis to forge strategic insights, guiding sales tactics and performance improvements.
- Improved attainment for Depth's division from 70% to 93% in 3 quarters.
- Enhanced sale processes, ensuring they are efficient and tailored to the dynamic market.
- Pioneered go-to-market strategy with stakeholders for SMB accounts, yielding a 35% surge in qualified lead generation and 20% elevation in service demand within the fiscal quarter.
- Understanding client's needs/ enhancements, offering next-generation propagation to existing & new accounts, and providing solutions per the delivery schedules
- Working with MQLs, Web BoB, and renewal accounts for SMB and Enterprise.
- Building market intelligence and customer insights through primary and secondary market research & industry reports.
- Spearheading proactive selling by account mining to predict customer requirements, develop pitches, and convert them to deals.
- Conceiving and implementing the short/ long-term business plans/ strategies for corporate marketing.
- Presenting end-to-end proposal/ pitch from the opportunity stage to statement of work stage.
- Partnered with the Product team to form a new team for the Adobe Express launch campaign
- Crafted and optimized SOPs for the Adobe Express launch, driving a 35% improvement in customer satisfaction through enhanced product and market strategies
- Won an achievement award to achieve 150+ % of the set target
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Head - Customer Experience
Masters' Union
01.2022 - 09.2022
- Led a customer experience team of six, managing a ₹10+ crore program with planning and budgeting oversight
- Identified customer needs, developed products/programs to bridge gaps, and drove go-to-market strategies through crossfunctional collaboration
- Analyzed CSAT/NPS trends, generated insights using agile methodologies, and optimized processes based on customer feedback
- Served as Acting Community Manager, enhancing engagement, addressing queries, and fostering interactions on Discord
- Defined key success metrics, presented data-driven insights, and advocated for a strong customer-centric approach across teams
Senior Product Consultant
Cvent
03.2020 - 05.2021
- Managed event accounts for US and EU clients, serving as the primary escalation point for issue resolution
- Drove customer success by increasing adoption, strengthening relationships, conducting business reviews, and sharing best practices
- Oversaw billing, upselling, and renewals, contributing to revenue growth per customer
- Managed 150+ accounts with an ARR of $1 million, proactively mitigating churn risks and enhancing adoption
- Created and maintained product documentation in Salesforce Service Cloud and Gainsight while coordinating implementation reviews and necessary adjustments with clients
Lead Customer Service Analyst
American Express
08.2016 - 03.2020
- Managed a corporate card portfolio for US clients, resolving inquiries via calls and emails while ensuring seamless account servicing
- Fostered client relationships, identified opportunities, and promoted best practices to enhance customer experience
- Handled financial reports, disputes, misposted payments, membership rewards, and technical support
- Led process improvements, coached teammates, and organized engagement activities to enhance efficiency and tool adoption
- Collected overdue payments professionally, advised clients on debt management, and safeguarded brand reputation
Education
B.A. (H) - English
Daulat Ram College, University of Delhi
Product Management Certificate - undefined
Airtribe
Skills
Strategic Product Planning
Growth Optimization Techniques
Product Vision Alignment
Product Evaluation Expertise
Targeted Product Evaluation
Client Account Management
Teamwork and collaboration
Account development
Customer service
Sales analysis
Customer relationships
Project management
Customer satisfaction
Certification
Product Management Launchpad, Airtribe
Timeline
Customer Success Account Manager II & Quality Analyst
ADOBE
11.2022 - Current
Head - Customer Experience
Masters' Union
01.2022 - 09.2022
Senior Product Consultant
Cvent
03.2020 - 05.2021
Lead Customer Service Analyst
American Express
08.2016 - 03.2020
Product Management Certificate - undefined
Airtribe
B.A. (H) - English
Daulat Ram College, University of Delhi