Akanksha Jaiswal
Dehradun
Summary
With 8 + years of experience in account management, I have successfully led diverse teams and managed high-profile accounts for industry leaders such as Google, YouTube, and TikTok. My expertise lies in developing strategic initiatives that drive client growth and satisfaction across global markets. I excel in building strong relationships, ensuring effective communication, and fostering collaboration among cross-functional teams. By leveraging data-driven insights, I have consistently optimized campaign performance and enhanced client engagement, resulting in significant revenue growth and long-term partnerships. My proactive approach and commitment to delivering exceptional service have positioned me as a trusted advisor to clients and stakeholders alike.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
Gokwik Commerce Solutions
Gurgaon
10.2022 - Current
- Daily Client Engagement: Implement a strategy to foster open communication and strengthen relationships.
- ARR Expansion: Aim to increase Annual Recurring Revenue (ARR) by 4X within my Book of Business (BOB) by targeting high-potential accounts.
- Team Building: Train new hires and create playbooks for retention and upselling for a cohesive team approach.
- Merchant Collaboration: Work closely with merchants daily to ensure smooth product functioning and address operational challenges.
- Innovation in E-commerce: Leverage the dynamic environment to develop new strategies that respond to market trends.
- Adoption & GRR: Maintain high adoption rates and Gross Revenue Retention (GRR) while implementing churn reduction measures.
- Upsell Pipeline: Build and effectively close a robust pipeline for upsell opportunities.
- Marketing Collaboration: Work with internal stakeholders to drive marketing strategies that align with client needs and enhance value.
Senior Customer Success Manager
Birdeye India Pvt. Ltd.
Gurgaon
10.2021 - 10.2022
- Experience Marketing Platform: Leveraged Birdeye's all-in-one platform to enhance online reputation management for multi-location businesses.
- Client Engagement Strategies: Developed and executed strategies for daily client engagement.
- Team Building & Training: Built and trained teams of new hires to ensure effective client support.
- Retention & Up selling Playbooks: Created comprehensive playbooks to address client needs and drive retention and up selling.
- Performance Metrics: Maintained key metrics like adoption scores, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR) to reduce churn and identify up sell opportunities.
- Revenue Growth: Focused on driving revenue growth through up selling and securing multi-year renewals for long-term client partnerships.
Global Client Solution Manager
Bytedance
Mumbai
05.2020 - 06.2021
- Daily Client Engagement: Engaged with clients daily to ensure high adoption rates of Bytedance's dynamic platform.
- Adaptability: Quickly learned and adapted to effectively communicate product features and benefits.
- Australian Market Focus: Developed new tools tailored to enhance offerings and drive client success in the Australian market.
- Churn Reduction: Concentrated efforts on reducing churn while identifying new upsell opportunities.
- Client Success Strategy: Collaborated with clients to help them achieve their goals and maximize ROI.
- Cross-Functional Collaboration: Worked with cross-functional teams to deliver tailored solutions that address evolving client needs.
Team Lead Client Servicing
Logicserve Technologies Pvt Ltd
Mumbai
03.2019 - 10.2019
- Team Management: Successfully handled and trained a team of 4-5 individuals for effective client-vendor communication.
- Client Account Management: Managed the entire lifecycle of client accounts, ensuring all deliverables were met.
- Retention Strategies: Developed and implemented effective strategies to reduce churn rates.
- Daily Health Checks: Conducted daily health checks on accounts to monitor performance and proactively address issues.
- Client Satisfaction: Focused on meeting and exceeding client needs at every stage of the partnership.
Technical Account Manager
Google Ads Operations
Gurgaon
10.2016 - 03.2019
- Product Demonstrations: Provided product demonstrations to new clients post-sale, highlighting the platform's capabilities and value.
- Team Leadership: Led a team of 4-5 members, facilitating their training and development to improve overall performance.
- On boarding Process: Oversaw the on boarding process for new accounts, ensuring a smooth transition.
- Regular Health Checks: Conducted regular health checks to monitor account performance.
- Account Optimization: Focused on helping clients optimize their accounts for better ROI.
- Up selling Opportunities: Actively sought opportunities for up selling while implementing strategies to reduce churn rates.
- Internal Training: Trained the internal team on new tools and features to ensure effective client support.
Technical Account Associate
Google Ads Operations
Gurgaon
06.2015 - 10.2016
- Product Demos: Conduct comprehensive product demos for new clients post-sale to highlight key features and benefits.
- Onboarding Facilitation: Facilitate the onboarding process for NA market accounts, ensuring a smooth setup.
- Regular Health Checks: Schedule regular health checks to assess account performance and identify optimization opportunities for enhanced ROI.
- Upsell Opportunities: Proactively seek upsell opportunities and implement strategies to reduce churn.
- Internal Training: Provide training sessions and resources to equip the internal team with the latest tools.
- Renewal Discussions: Initiate renewal discussions as contract expiration approaches, focusing on delivered value and necessary adjustments.
Education
Master of Arts - PR & Advertising
Doon University
Dehradun06-2013
Bachelor of Science - Computer Applications Development
IMS Unison University
Dehradun06-2011
Skills
- Account growth
- Upselling strategies
- Client onboarding
- Relationship management
- Customer retention
- Key accounts development
- Revenue growth
- Strategic planning
Awards & Accomplishments
- Participated Dance Competition Thomso'09 IIT Roorkee
- Event Managed for Canyon's Club Launch with Adnan Sami
- Have Managed Concerts with Benny Dayal, Toshi, Kavita Seth, Swanand Kirkire, Piyush Mishra etc.
- Participated in three day TALKING MOVIES - A film appreciation workshop.
- Participated in Green Film Making Workshop conducted under the aegis of Dehradun CMS-Vatavaran Bio Diversity Film Festival
- Won Various Prizes For dance, singing, plays and different activities in school and college.
- Have played various sports including basketball and hockey for 6 years and was the captain of the team.
Timeline
Senior Customer Success Manager
Gokwik Commerce Solutions
10.2022 - Current
Senior Customer Success Manager
Birdeye India Pvt. Ltd.
10.2021 - 10.2022
Global Client Solution Manager
Bytedance
05.2020 - 06.2021
Team Lead Client Servicing
Logicserve Technologies Pvt Ltd
03.2019 - 10.2019
Technical Account Manager
Google Ads Operations
10.2016 - 03.2019
Technical Account Associate
Google Ads Operations
06.2015 - 10.2016
Master of Arts - PR & Advertising
Doon University
Bachelor of Science - Computer Applications Development
IMS Unison University
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