Summary
Overview
Work History
Education
Skills
Quote
Timeline
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AKSHAY CHANANA

AKSHAY CHANANA

Customer Success Manager
Bengaluru

Summary

Strong & Agile professional with experience across Business Development, Customer Acquisition & Retention, Technology Sales, Tech-Enablement for Business Growth, Strategic Alliances & Commercial Partnerships, Brand Management, Operations, Procurement, & Merchandising.


Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience
6
6
years of post-secondary education

Work History

Customer Success Manager

Kaseya Software
Bengaluru
01.2022 - Current
  • Overall Customer Success & Account management
  • Business development & increasing the footprint across customer base
  • Complete understanding of SaaS, IaaS, DRaaS, Cloud computing technology products
  • Building Sales pipeline, forecasts & driving incremental revenue with targets
  • Competition analysis on all Cloud based products
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Project Manager

GKB Optic Technologies (Yourspex.com)
New Delhi
11.2020 - 12.2021
  • Managed projects from procurement to commission.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Identified plans and resources required to meet project goals and objectives.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Negotiated and managed third-party contracts related to project deliverables.

Manager

Emirates
New Delhi
11.2016 - 10.2020
  • Lead Verticals for B2B Business for UAE & Corporate contracting, Strategic Alliances, & Commercial Partnerships.
  • Enabling Overall Business to scale 50%-60% growth YoY. Launched and Manage various Products in Indian Market whilst Maintaining 15% Growth pg.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed and motivated employees to be productive and engaged in work.
  • Improved marketing to attract new customers and promote business.

Product Manager

Yatra Online Pvt. Ltd
New Delhi
02.2016 - 11.2016
  • Lead and Managed entire Outbound Leisure/MICE Business through Operational excellence with less than 1% Complaints and no refunds during tenure.
  • Supply Management for Europe & North America Destinations with product development, Contracting, Operations, & Service Management.
  • Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Collaborated with sales, marketing, and support teams to launch products on time and within budget.
  • Distinguished product issues and gathered information on customer experiences.
  • Identified opportunities for new products and improvements to existing products to increase sales.

Account Manager, Inside Sales

Red Apple Travel Pvt. Ltd
New Delhi
09.2014 - 02.2016
  • Handled Destination Management Operations in 10+ Countries with supply & Inventory management (including costing / pricing management, Revenue optimization)
  • Was integral in establishing successful operations for UAE Head Office in 2015 (Achieved 60% Growth within first 4 months)
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Managed friendly and professional customer interactions.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.

Tour Director

Make My Trip
New Delhi
03.2011 - 07.2014
  • Managed On-tour Operations in East Europe, West Europe, Middle East, & Asia.
  • Located vendors for necessary supplies and equipment and organized on-time deliveries.
  • Coordinated accommodations for crew and tour transportation between destinations.
  • Anticipated problems with meeting tour deadlines and developed alternative plans.
  • Supported team in delivering top-shelf tour entertainment by smoothly handling operational needs.
  • Controlled overhead costs and logistical expenses to meet tour budget goals.
  • Built personal relationships with guests to promote positive experiences.
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.

Group Leader

INTREPID Travel Pty. LTD
New Delhi
06.2008 - 03.2011
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
  • Trained apprentice guides to educate on information to present to tourists and travelers.
  • Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
  • Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
  • Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
  • Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.

Education

Bachelor of Science - Hospitality Management

I.G.N.O.U
Chandigarh
07.2002 - 06.2005

Bachelor of Science - Hotel Management, Catering, Nutrition

Dr. Ambedkar Institute of Hotel Management
Chandigarh
07.2002 - 06.2005

No Degree - Diploma

Kuoni Academy of Travel & IST Zurich
New Delhi
04.2001 -

No Degree - Digital Marketing

Fundamentals of Digital Marketing
New Delhi
04.2001 -

Skills

Customer Success & Account Managementundefined

Quote

Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield

Timeline

Customer Success Manager

Kaseya Software
01.2022 - Current

Project Manager

GKB Optic Technologies (Yourspex.com)
11.2020 - 12.2021

Manager

Emirates
11.2016 - 10.2020

Product Manager

Yatra Online Pvt. Ltd
02.2016 - 11.2016

Account Manager, Inside Sales

Red Apple Travel Pvt. Ltd
09.2014 - 02.2016

Tour Director

Make My Trip
03.2011 - 07.2014

Group Leader

INTREPID Travel Pty. LTD
06.2008 - 03.2011

Bachelor of Science - Hospitality Management

I.G.N.O.U
07.2002 - 06.2005

Bachelor of Science - Hotel Management, Catering, Nutrition

Dr. Ambedkar Institute of Hotel Management
07.2002 - 06.2005

No Degree - Diploma

Kuoni Academy of Travel & IST Zurich
04.2001 -

No Degree - Digital Marketing

Fundamentals of Digital Marketing
04.2001 -

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AKSHAY CHANANACustomer Success Manager