Abhishek Bharadwaj
Customer Success Manager
Bengaluru,KA
Summary
A seasoned Customer Success Manager with over 6.5 years of experience specializing in critical thinking, relational intelligence, and team management. Proven track record in sales and business development, emphasizing quality and long-term customer relationships. Adept at leading teams, enhancing customer experience, resolving conflicts, and fostering interpersonal communication. Successfully built and developed strategic partnerships with clients, including collaborative research and development initiatives.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Customer Success Manager
Bookee
07.2023 - Current
- Achieved the highest number of onboarding in the team, completing over 70.
- Transitioned from managing SMBs to handling 24 Enterprise Accounts across diverse industries, including Pole Studio, Yoga, Barre, Pilates, Gyms, Indoor Golf, and multi-location studios, each with an average MRR of $40,000.
- Conducted in-depth Business Reviews focusing on core metrics such as product adoption, business strategies, revenue expansion, marketing strategies, and competitor analysis, resulting in a 13% month-over-month increase in product adoption.
- Communicated crucial features to Product Managers, enhancing their understanding of business use cases and increasing upsell opportunities.
- Served as the internal point of contact for various operational touchpoints, leading to website development and app submission initiatives.
- Orchestrated key CS KPIs at both team and individual levels, emphasizing onboarding and retention.
- Successfully upsold clients to top-tier subscriptions and expanded their businesses to multiple locations, generating a total recurring revenue of $70,000 and a one-time revenue of approximately $4,000.
- Conducted interim interviews for CSM and Implementation Specialist roles, assisting in sourcing the right candidates.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Success
FullThrottle Labs
9 2022 - 05.2023
- Created and aligned Customer Success KPIs with the company's vision and mission. Improved customer retention by 7% and NPS by developing a comprehensive Customer Success process.
- Researched, selected, and integrated Customer Success & CRM tools (Vitally, Zendesk, Freshdesk). Provided a 360-degree analysis of ticket frequencies and issue types.
- Automated customer segmentation, improving efficiency and personalization. Analyzed health scores, product engagement reports, and playbooks.
- Developed playbooks based on KPIs, increasing product adoption and engagement. Deployed chatbots reducing repetitive tickets by 11%.
- Conducted competitor analysis, contributing to the shift from free to paid subscriptions.
- Nurtured and converted potential customers to paid subscriptions. Built an MRR ticket pipeline of INR 40,000.
- Created an HR leader Networking Community, driving deeper product adoption. Gathered customer feedback to inform marketing and product strategies.
Customer Success Manager
Kapture CRM
02.2022 - 08.2022
- Delivered exceptional customer experience for 55 clients globally and building a strong diversified industry portfolio of close to 7 Million of MRR.
- Engaged with C-level executives through roadmap sessions to position the strategic proposition and streamline the vision of CX.
- Evaluated and improved tutorials and other communication infrastructure.
- Brainstormed with the Product Management, Sales and Account Managers to relay customer’s needs and assess feature requests when provided.
- Handled and resolved customer requests and complaints.
- Minimized monthly customer churn to 3%.
Senior Fraud Analyst (Fraud Prevention & Relationship Management)
American Express
06.2021 - 09.2021
- Advocated and prevented fraudulent activities to a Customer's Credit Card, Account Takeover, Identity Protection, Loans, Corporate Fraud by various strategies that align with American Express's tools and services.
- Mapped clients to service, managed a diverse portfolio of customers globally (VIP and VVIP).
- Comprehended and explained complex situations and offered Subject Matter Expertise to guide requirements and solutions to meet customer and business needs.
- Proactively delivered American Express's security alerts to drive best production and reduced further Fraud.
Sales Support Executive (Retention & Renewal)
Just Energy LLP
08.2020 - 06.2021
- Assisted and converted potential programs into a sale by mediating between Energy Advisors and Customers from different Organisational Levels.
- Reasoned, and analyzed customers by explaining the Features and Benefits by utilising excellent communication skills and in-depth process knowledge.
- Renewed, and retained existing customers through strong negotiation skills.
- Recording sales trends and liaising with account managers to develop sales strategies.
- Developing and monitoring performance indicators for sales and staff members, managing sales tracking tools, and compiling reports.
Fraud Investigator (Consumer Banking)
JP Morgan Chase & Co
06.2017 - 04.2019
- Contributed to the profitability of the bank by minimizing credit losses resulting from Fraud.
- Recovered losses on credit card fraud ($ 1,60,000) by thoroughly reviewing and investigating accounts and transaction details for recovery.
- Worked internally with Visa, MasterCard merchants, customers, and other LOBs through calling, mailing, and chatting when needed.
- Efficiently worked on critical cases and handled team escalations.
- Drafted an instructional how-to guide on the proper use of the request modules.
- Led and managed a team of 13 representatives directly responsible for department processes and procedures to determine the optimum staffing levels.
Senior Associate (Process Training)
Unisys India Pvt Ltd
09.2014 - 06.2017
- Mediated between the technician and Enterprise Clients to provide an efficient service by monitoring onsite service calls to completion.
- Provided interim level of troubleshooting through calls, video meetings and emails.
- Ensured the SLAs are met and exceeded by applying company policies and procedures required to deliver high quality services to clients.
- Provided day-to-day functional direction to agents within the program training classroom environment, including progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations (50-50 mock sessions).
Education
Pre University Board -
KSOU
09.2020 -
PCMB - undefined
Kendriya Vidyalaya
05.2009 - undefined
Skills
Onboarding and Orientation
Problem-Solving Abilities
Sales and Negotiation Skills
Analytical and Data-Driven Thinking
Pipeline Development
Time and Project Management
Task Prioritization
Analytical Thinking
Cross and Upselling
Renewal and Retention
Documentation And Reporting
Certification
Certified in CSM Fundamentals
Timeline
Customer Success Manager
Bookee
07.2023 - Current
Customer Success Manager
Kapture CRM
02.2022 - 08.2022
Senior Fraud Analyst (Fraud Prevention & Relationship Management)
American Express
06.2021 - 09.2021
Pre University Board -
KSOU
09.2020 -
Sales Support Executive (Retention & Renewal)
Just Energy LLP
08.2020 - 06.2021
Fraud Investigator (Consumer Banking)
JP Morgan Chase & Co
06.2017 - 04.2019
Senior Associate (Process Training)
Unisys India Pvt Ltd
09.2014 - 06.2017
PCMB - undefined
Kendriya Vidyalaya
05.2009 - undefined
Customer Success
FullThrottle Labs
9 2022 - 05.2023
Similar Profiles
Tejaswini PonnalaTejaswini Ponnala
Consultant at BookeeConsultant at Bookee
Shobana RShobana R
Associate System Engineer at MasterCom Technology Services India PvtAssociate System Engineer at MasterCom Technology Services India Pvt
Evans VEvans V
Experienced System Verification Engineer at Volvo Construction Equipment India Pvt LtdExperienced System Verification Engineer at Volvo Construction Equipment India Pvt Ltd
JEEVAN KUMAR SJEEVAN KUMAR S
Process Analyst - Fin & Admin Delivery (AR) at IBM India Pvt. Ltd.Process Analyst - Fin & Admin Delivery (AR) at IBM India Pvt. Ltd.
Nirjhar MajumdarNirjhar Majumdar
Product Manager at StovekraftProduct Manager at Stovekraft