Aditya Bhat
Mumbai
Summary
Accomplished Customer Success professional with a proven track record of leveraging strong relationship-building and communication skills to act as a trusted advisor. Expert in client advocacy and cross-selling strategies, successfully leading teams to exceed customer retention goals while significantly enhancing customer satisfaction and driving revenue growth. Notable achievements include consistently contributing to key metrics such as Gross Revenue Retention (GRR) and Add-on targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Customer Success
Talkwalker India Pvt Ltd
Mumbai
08.2023 - Current
- Led and directed strategic and enterprise customer journeys across APAC, with a revenue under management of USD 7 million.
- Jointly established KPIs for CSM initiatives, monitoring and adjusting strategies to meet business objectives.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Built strong relationships with customers by proactively addressing their issues and concerns.
- Coordinated with sales teams to ensure smooth transition from sales process to customer success activities.
Principal Customer Success Manager
Talkwalker India Pvt Ltd
Mumbai
10.2021 - 07.2023
- Spearheading and managing strategic and enterprise customer journeys and experiences across APAC, with a revenue under management of USD 3.8 million.
- Providing guidance by leveraging patented technology and data from millions of sources.
- In support of the Customer Success Strategy, monitoring and identifying trends to achieve over 75% platform adoption and utilization, thereby ensuring customers are closer to their consumers.
- By understanding customer business metrics, preparing learning analyses, and providing data support for customer Quarterly Business Reviews.
- Identify business milestones, drive business reliability, and customer satisfaction, thereby securing renewals. Attained 100% GRR across 2022 and 2023.
- Support Strategic Account Managers with customer deliverables, and help identify opportunities for product upgrades and upsells. Achieved add-on targets of 130% and 110% in 2022 and 2023, respectively.
Customer Success Partner - Senior Advisor
SAP India Pvt. Ltd.
Mumbai
01.2016 - 09.2021
- Engaging and partnering with large enterprises and strategic customers, with a focus on mission-critical activities across industries such as Healthcare, Pharma, FMCG, Manufacturing, and BFSI.
- Charting out success plans aligned to value levers, with a focus on R.O.I. Right from onboarding and throughout the customer lifecycle, touching upon achieving over 85% adoption.
- Preserving and growing the business by safeguarding renewals, leveraging, and simplifying cross- and up-sell opportunities. Achieved a 100% renewal target for three years in a row.
- Engaging with regional sales in land cycles to strengthen adoption and consumption levers.
- Periodic Business Reviews with the C-Suite, Decision Makers, to showcase value achieved, and define new success metrics.
- Awarded 'Retention Champion of the Year' in 2019 and 2020.
- Nominated for 'Winner's Circle' in 2018 and 2019.
- Featured as a trailblazer in the 'Grow with SAP' program.
- Nominated for the Catalyst Program for future leaders
Head of Business Development
D&M Building Products
Mumbai
02.2015 - 01.2016
Assistant General Manager - International Markets
Blyth Exim India Pvt Ltd
Mumbai
02.2012 - 01.2015
Education
MBA - Marketing
Wigan & Leigh India Pvt Ltd
Mumbai04-2002
Bachelor's Degree - Commerce
Mumbai University
Mumbai02-2000
Skills
- Client advocacy
- Customer onboarding
- Cross-selling strategies
- Data-driven decision making
- Customer retention strategies
- Salesforce proficiency
- Excellent communication
- Team leadership
- Contract negotiation
- Project management
Affiliations
- Professional cricketer trained at the MRF Pace Foundation under guidance from Dennis Lillee
- Represented the city in the Mumbai Cricket Association Under 19 Cricket Tournament
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
Accomplishments
- Winner's Circle 2 years in a row
- Retention Champion of the Year
- Focus Award
- Trailblazer Award
Certification
- Mercuri Goldman Value Selling
- Challenger Sales
- Winning by Design
- Design Thinking
References
References available upon request.
Timeline
Director of Customer Success
Talkwalker India Pvt Ltd
08.2023 - Current
Principal Customer Success Manager
Talkwalker India Pvt Ltd
10.2021 - 07.2023
Customer Success Partner - Senior Advisor
SAP India Pvt. Ltd.
01.2016 - 09.2021
Head of Business Development
D&M Building Products
02.2015 - 01.2016
Assistant General Manager - International Markets
Blyth Exim India Pvt Ltd
02.2012 - 01.2015
MBA - Marketing
Wigan & Leigh India Pvt Ltd
Bachelor's Degree - Commerce
Mumbai University
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