Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Akash Birur Palaksha

Mumbai, Maharashtra

Summary

An experienced leader in customer success and support operations with 9+ years of proven success. Specializing in strategic planning and process innovation, I excel in driving cross-functional teams to achieve business objectives. Key competencies include strategic leadership, operations management, process innovation, business partnering, global customer support, performance optimization, process restructuring, and stakeholder engagement. Proficient in strategic sales through service, process and project management, customer service and support, escalation and order management, process excellence and performance management, operations delivery management, team leadership and program management, customer experience and success, collaboration with Airbus and Boeing, SAP Aero Production ERP, and Salesforce Lightning.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Scrut Automation
11.2023 - Current
  • Lead customer success efforts, guiding clients through achieving information security compliance (ISO 27001, SOC 2, GDPR, HIPAA, DPDPA)
  • Act as a trusted advisor, providing expert support in compliance understanding and implementation
  • Develop customized strategies to navigate compliance challenges and achieve security objectives
  • Collaborate closely with clients to address specific needs and concerns regarding security standards
  • Drive proactive engagement to ensure successful compliance efforts and foster strong client relationships
  • Stay updated on regulatory changes and best practices to provide clients with current guidance
  • Spearhead account management initiatives, driving revenue realization through cross-selling and upselling
  • Achieve high Net Revenue Retention (NRR) by minimizing churn and maximizing customer lifetime value
  • Collaborate with sales and customer success teams to identify revenue growth opportunities and ensure customer satisfaction and retention.

Regional Customer Success Manager

Honeywell
07.2022 - 06.2023
  • Managed a USD 8 million Service Bank Contract Portfolio in India, ensuring customer success and seamless software implementation through proactive engagement
  • Oversaw Software deployments like Forge, CLSS Deployment and conducted Lead Customer Review Meetings to enhance service delivery
  • Drove adoption of Connected Services and provided Forge Lite training to elevate user skills
  • Proactively monitored account health to mitigate churn risks and ensure long-term satisfaction
  • Coordinated efficient delivery of customer reports and gained insights into the Forge customer journey to better serve client needs
  • Cultivated strong customer relationships, generating leads for sales opportunities and maximizing retention and satisfaction
  • Utilized customer experience data analysis to identify service delivery improvements and boost loyalty
  • Guided customer onboarding and tailored success plans to individual clients, preventing churn
  • Managed customer support tickets and collaborated with sales and marketing teams to enhance customer experiences
  • Enhanced customer success strategies through refined processes and policies, resulting in a remarkable 90% team performance boost driven by user experience enhancements.

Customer Experience Professional

Honeywell
01.2020 - 07.2022
  • Joined as a Customer Experience Professional in Jan'20, earning awards like Process Star and Silver Awards for supporting business goals with Operations Framework
  • Recognized as 'Best Employee' during performance reviews for efficiently handling CX surveys and releasing orders worth millions of dollars
  • Currently, a member of the Buyer Furnished Equipment Support Team, leading cross-functional initiatives to achieve customer satisfaction
  • Collaborate with Airbus and Boeing to prepare aircraft for delivery to airline customers
  • Process orders, coordinate delivery schedules, and handle product returns and shipping inquiries
  • Provide information on service contracts, warranties, and estimated delivery dates to customers
  • Document customer interactions, process product orders, and ensure stock replenishment
  • Maintain high service quality and performance scores, accurately process forms, and engage with customers to resolve issues and answer questions.

Senior Customer Service Executive - Expedia

[24]7.ai
10.2017 - 08.2019
  • Resolved travel-related issues for Expedia customers, ensuring client satisfaction
  • Mentored team members to uphold superior service quality and adherence to organizational policies
  • Conducted training sessions for junior team members to ensure consistency in process and product knowledge
  • Monitored process SLAs and KPIs, implementing remedial measures for deviations
  • Implemented process improvement initiatives based on client feedback
  • Participated in internal audits and reviews to ensure compliance with SLAs
  • Recognized for high ratings in customer satisfaction surveys through frequent group discussions for sharing improvement ideas
  • Consistently demonstrated exemplary performance, leading to high organizational customer satisfaction index
  • Successfully advocated for increased frequency of customer satisfaction surveys based on collated feedback.

Senior Customer Service Representative - Sky UK

Firstsource
05.2013 - 07.2016
  • Enhanced operational efficiency by optimizing resource utilization and streamlining processes to achieve Critical to Quality (CTQ) and Critical to Process (CTP) targets
  • Provided technical support for customer issues of Sky Services, adhering to organizational policies and quality standards
  • Trained junior team members to handle critical technical issues, minimizing escalations and improving client satisfaction
  • Conducted on-call promotions of organizational products and services to drive additional business and revenue
  • Supported management in implementing process improvement initiatives across operations to ensure superior service quality
  • Identified and communicated critical technical issues with potential operational and business impacts to facilitate effective remedial measures
  • Evaluated team performance and provided feedback for productivity improvement based on the Net Promoter Score (NPS).

Education

Bachelor of Computer Applications - Computer Applications

Dr. C. V. Raman University, Kota Bilaspur
01.2018

Skills

  • Strategic Leadership
  • Operations Management
  • Process Innovation
  • Business Partnering
  • Global Customer Support
  • Performance Optimization
  • Process Restructuring
  • Stakeholder Engagement
  • Strategic Sales Through Service
  • Process & Project Management
  • Customer Service & Support
  • Escalation & Order Management
  • Process Excellence & Performance Management
  • Operations Delivery Management
  • Team Leadership & Program Management
  • Customer Experience & Success
  • Collaboration with Airbus & Boeing
  • SAP Aero Production ERP
  • Salesforce Lightning

Websites

Certification

  • IELTS Academic Overall Band 6.5 B2 - British Council, 11/01/19, 11/01/21
  • Lean Six Sigma Fundamentals - Honeywell

Timeline

Customer Success Manager

Scrut Automation
11.2023 - Current

Regional Customer Success Manager

Honeywell
07.2022 - 06.2023

Customer Experience Professional

Honeywell
01.2020 - 07.2022

Senior Customer Service Executive - Expedia

[24]7.ai
10.2017 - 08.2019

Senior Customer Service Representative - Sky UK

Firstsource
05.2013 - 07.2016

Bachelor of Computer Applications - Computer Applications

Dr. C. V. Raman University, Kota Bilaspur

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Akash Birur Palaksha