Akash Birur Palaksha
Pune, Maharashtra
Summary
Results-driven Senior Customer Success Manager with 10+ years of experience in leading high-performing teams and driving customer success across aerospace, information security, and technology sectors. Expertise in strategic leadership, operational excellence, and customer experience, consistently delivering exceptional results by building strong client relationships and optimizing processes. Proven track record in order management, compliance, and BFE, with a history of successful collaborations with industry giants like Airbus and Boeing. Passionate about leveraging cutting-edge technologies like Salesforce and SAP Aero Production ERP to accelerate business growth and ensure customer success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
KPOINT
Pune, Maharashtra
09.2024 - Current
- Led video strategy and analytics initiatives, optimizing communication solutions for clients in information security and sustainability, and delivering measurable business outcomes.
- Managed key accounts across India and APAC, overseeing the entire customer lifecycle, and driving smooth product adoption, enhanced user experience, and performance.
- Focused on value realization by aligning solutions with client goals, analyzing feedback to improve ROI, and optimize product performance.
- Built strong, long-term relationships with senior stakeholders, identifying upsell and cross-sell opportunities to drive client value.
- Accelerated product adoption with tailored onboarding, ongoing support, and proactive engagement, maximizing product impact.
- Analyzed customer feedback and market trends to refine service delivery, ensuring clients stay competitive in evolving markets.
- Collaborated with cross-functional teams to develop customized solutions, addressing client needs, and driving long-term growth.
Customer Success Manager
SCRUT AUTOMATION
Bengaluru, Kartnataka
11.2023 - 08.2024
- Spearheaded customer success initiatives, guiding clients through compliance with ISO 27001, SOC 2, and GDPR, ensuring successful implementation and adherence to best practices.
- Managed 70+ accounts across India, MEA, and the EU, with an overall ARR of $700K, achieving 90% Net Revenue Retention (NRR) by proactively engaging clients and resolving concerns.
- Led portfolio management efforts to reduce churn and increase customer lifetime value through tailored success plans and solutions.
- Partnered with sales teams to identify growth opportunities, driving revenue through strategic cross-selling, and upselling initiatives.
Regional Customer Success Manager
HONEYWELL
Mumbai, Maharashtra
07.2022 - 06.2023
- Managed an USD 8 million Service Bank Contract Portfolio, overseeing software deployments like Forge and CLSS, and ensuring seamless implementation through proactive engagement.
- Drove the adoption of Connected Services and delivered Forge Lite training to enhance user skills, improving customer satisfaction, and retention.
- Proactively monitored account health, mitigating churn risks, and enhancing long-term client satisfaction by tailoring success plans and conducting Lead Customer Review Meetings.
- Coordinated efficient report delivery, and analyzed customer journeys to identify service improvements, generating leads for sales opportunities, and maximizing retention.
- Led the refinement of customer success strategies, boosting team performance by 90% through process enhancements, and a focus on user experience.
Customer Experience Professional
HONEYWELL
Bengaluru, Kartnataka
01.2020 - 07.2022
- Managed complex order and logistics processes for the aerospace industry, collaborating with Airbus and Boeing on the preparation and delivery of aircraft.
- Awarded 'Best Employee' for driving operational excellence and process improvement, resulting in a 20% increase in customer satisfaction scores.
- Led cross-functional teams in the Buyer Furnished Equipment (BFE) Support Team, improving customer service quality by streamlining workflows, and reducing delivery delays.
- Drove the successful onboarding of new clients by providing tailored success plans and acting as the primary point of contact for all BFE and order-related queries.
24[7].ai
Senior Customer Service Executive
Bengaluru, Kartnataka
10.2017 - 08.2019
- Managed customer issues and provided timely, effective resolutions, ensuring high levels of customer satisfaction in a high-pressure travel industry environment.
- Mentored and trained junior team members, promoting consistent performance, and improving adherence to policies and customer service standards.
- Advocated for and implemented process improvements based on client feedback, resulting in a 15% increase in customer satisfaction ratings.
Senior Customer Service Representative
FIRSTSOURCE
Bengaluru, Kartnataka
05.2013 - 07.2016
- Optimized resource utilization and improved operational efficiency by streamlining processes and meeting Critical to Quality (CTQ) and Critical to Process (CTP) targets.
- Trained and mentored junior team members in handling critical technical issues, reducing escalations, and improving client satisfaction.
- Led on-call promotions of products and services, contributing to revenue growth, and maintaining high service standards.
Education
Bachelor of Computer Applications (BCA) -
Dr. C.V. Raman University
Kota Bilaspur07-2018
Skills
- Customer Success Management
- Strategic Account Management
- Process Optimization and Performance
- Compliance and Regulatory Expertise
- Cross-functional leadership
- Client relationship building and retention
- Team Leadership and Development
- Strategic Leadership and Decision Making
Certification
- IELTS Academic Overall Band 6.5, B2 - British Council.
- Lean Six Sigma Fundamentals - Honeywell.
Timeline
Senior Customer Success Manager
KPOINT
09.2024 - Current
Customer Success Manager
SCRUT AUTOMATION
11.2023 - 08.2024
Regional Customer Success Manager
HONEYWELL
07.2022 - 06.2023
Customer Experience Professional
HONEYWELL
01.2020 - 07.2022
24[7].ai
Senior Customer Service Executive
10.2017 - 08.2019
Senior Customer Service Representative
FIRSTSOURCE
05.2013 - 07.2016
Bachelor of Computer Applications (BCA) -
Dr. C.V. Raman University
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