Akash Ghosh

• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Developed detailed plans based on broad guidance and direction.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Identified and communicated customer needs to supply chain capacity and quality teams.

•Managed sales revenue and cultivated strong relationships with a portfolio of client accounts across UAE, India, and the US, ensuring a thorough understanding of customer needs and
delivering solutions that aligned with their objectives.

•Expanded and deepened customer relationships by continuously proposing tailored
solutions, contributing to sustained business growth and long-term success.

•Acted as a key point of contact between clients and internal teams, ensuring the timely
delivery of products and services, while resolving issues and addressing complaints to
maintain trust.

•Played an integral role in driving new sales, upselling, and cross-selling opportunities through targeted campaigns while fostering long-term client relationships.

Consistently
exceeded Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets by
identifying opportunities for growth and delivering tailored, value-driven solutions to meet
client needs.

•Conducted training sessions and created customer-specific use cases to enhance product
adoption and optimise client satisfaction.

•Delivered accurate sales forecasts and prepared regular progress reports for internal and
external stakeholders, providing key account metrics and ensuring alignment with
organizational goals.

•Coordinated and collaborated with cross-functional teams to ensure seamless account
management, identifying and capitalizing on growth opportunities for existing business.

•Consistently overachieved key metrics like NRR, GRR, and CSAT, driving revenue growth
through strategic client management.

•Proactively ensuring a high level of customer satisfaction and retention through identifying and closing cross/upsell opportunities.

•Provided customer onboarding and training to ensure successful product adoption.

•Assisted clients in realizing full potential of the application, resulting in decreased customer
churn rates.

• Analyzed customer data to identify trends, issues, and opportunities for improvement.

•Diligently conducted regular health checks for customers and monitored their usage of
Canibuild.

• Increased customer proficiency in using the application by offering proactive aid and training.

• Collaborated with cross-functional teams to develop strategies for driving customer success.

• Led the development of an efficient ecommerce market that leveraged proper seller account management while facilitating orders across multiple sectors with a focus on increasing sales.
• Managed the entire team to successfully accomplish tasks throughout the State.
• Cultivated long-term relationships with existing clients through consistent communication efforts .