Aiswarya Srinivasan
Customer Success Manager
Bengaluru
Summary
Professional Senior Customer Success Specialist with extensive experience in Campaign management and customer retention. Skilled in strategic account management, cross-functional collaboration, and leveraging CRM platforms to optimize customer engagement. Adept at identifying opportunities for process improvement and implementing innovative solutions to enhance the overall client experience. Seeking to utilize expertise and leadership abilities to drive success and growth in a dynamic organization.
Overview
9
9
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Client Success Specialist, Dedicated
Indeed.com
Bengaluru
01.2023 - Current
- Experienced in conducting onboarding and training for new customers and best practices to adapt to the platform
- Build strategic senior level relationships with assigned customers and continually delight them with a positive, customer-centric attitude
- Developed and implemented customer success strategies to maximize client retention, satisfaction, and revenue growth
- Acted as the primary point of contact for key client accounts, building strong relationships and serving as a trusted advisor
- Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
- Worked during various Time Zones as needed based on customer needs handling customers from global markets
- Proficient in utilizing Salesforce CRM for managing customer accounts, tracking interactions, and generating reports to analyze customer data and trends
- Proficient in using Zendesk, Mechabugs, Sandbox, Hubspot, ServiceNow and Jira for supporting and attending to client resolutions
- Collaborated cross-functionally with sales, product, and support teams to ensure seamless client onboarding, implementation, and ongoing support.
Client Success Specialist, Dedicated
Indeed.com
Bengaluru
06.2021 - 01.2023
Client Optimization Specialist
Indeed.com
Bengaluru
08.2018 - 06.2021
- Provide a high level of service by responding promptly and accurately to daily client queries and requests regarding the administration of their accounts in accordance with the SLA
- Respond to specific client requests received via email, Query Tracking System, telephone or Chat - Assisting new clients with their account set-up and sponsorship services, explaining cost per click model - Collaborating with internal team in raising and actioning client and sales requests - Proficient is working with Salesforce,JIRA, Zendesk, and other support CRM. - Been responsible for meeting several KPI's such as CSAT (Customer Satisfaction) and ASA (Average Speed of Answer) -Assisting clients by resolving technical, product, or account-related issues. -Working with Internal stakeholders in setting up workflow and process for the team.
Account Executive
Indeed.com
Bengaluru
12.2016 - 07.2018
- Creating New Opportunity for new prospect and have daily contact with new customers
- Troubleshooting prospect's environments and making sure everything is working in order to ensure the campaign is running smoothly
- Keep up with call/opp daily and weekly goals through making cold and hot prospects with generating leads that are presented to us daily.
- Helping client setup and manage campaign by helping with budget setup and explaining the CPC model to the clients
- Generated revenue from the pipeline with a close rate of 60%.
- Achieved 120% of my revenue target consistently for 4 quarters.
- Received Award for Best Sales performer
Customer success Manager, Renewal specialist
Practo
08.2015 - 07.2016
- Served as integral member of a 100 member team that delivered single-year sales increase benchmarking year-end revenues of 80 Lakhs in 2016 in a pilot project
- Consistently exceeded 200 cold and follow-up calls weekly, earning recognition as one of the top performers
- Recognized as best performer for holding an achievement of 130% Revenue and sales Targets individually and generating a revenue of 9 lakhs individually in the month of March
- Appreciated for generating business from Existing account and increasing the company's revenue and Profit at a faster pace
- Helped the company to achieve a retention of 80-90% customer in the final quarter
- Experienced in handling a team of two members from another city, who go on field to help the customers
- Proved my capabilities and was moved from a position of software trainer to Renewal specialist in a time span of just 3 months after joining the company.
Education
Bachelor of Technology (B.Tech.) - Aerospace
Karunya University
01.2014
Higher Secondary - Mathematics and Computer Science
Vetri Vikaas Hr Sec School, Namakkal
Tamilnadu01.2010
SSLC -
C.M.S Matriculation hr sec school, Coimbatore
01.2008
Skills
- Customer Account Management
- Renewal /Churn management
- Zendesk Customer Service Software
- Customer retention
- CRM Software
- Customer Onboarding
- Stakeholder Management
- Salesforce
- Jira
- ServiceNow
Job Title
Senior Customer Success Specialist
Certification
Dale Carnegie Sales Edge Certified
Accomplishments
Ace Elite Award Winner in 2023
Languages
English
First Language
Malayalam
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
References
References available upon request.
Software
Salesforce
Zendesk
Jira
Timeline
Senior Client Success Specialist, Dedicated
Indeed.com
01.2023 - Current
Client Success Specialist, Dedicated
Indeed.com
06.2021 - 01.2023
Client Optimization Specialist
Indeed.com
08.2018 - 06.2021
Account Executive
Indeed.com
12.2016 - 07.2018
Customer success Manager, Renewal specialist
Practo
08.2015 - 07.2016
Bachelor of Technology (B.Tech.) - Aerospace
Karunya University
Higher Secondary - Mathematics and Computer Science
Vetri Vikaas Hr Sec School, Namakkal
SSLC -
C.M.S Matriculation hr sec school, Coimbatore