AKSHAY KHANNA
New Delhi
Summary
Energetic and consummate professional employed in the capacity of Senior Customer Success Manager with Adobe Inc determined to carve a niche in Customer Success with experience of dealing with clients worldwide. Above par communication and interpersonal skills with exposure to working in teams and individually with superb presentation skills. Highly motivated individual with an analytical bent of mind and capability to perform within stringent deadlines. Appreciated and recognized for performance in diverse job assignments from time to time
Overview
12
12
years of professional experience
Work History
Sr. Customer Success Manager
Adobe System
04.2017 - 05.2023
- Own post-sales experience at Adobe, drive retention, renewals, and product adoption initiatives for Enterprise customers, ensuring maximum return on customers' technology investment
- Successfully managing Adobe Digital Media and Document Cloud accounts, including Fortune 500 companies
- Conduct Strategic Business Reviews with B and C level customer stakeholders
- Ensure overall success for portfolio of accounts by analyzing account health, client business performance, and identifying methods of increasing product utilization and adoption
- Liaison and engage with appropriate Adobe teams and partners, throughout customer life cycle to ensure business continuity and execute strategic business development strategy
- Establish professional relationship with key personnel in assigned accounts to drive renewals, active utilization, product integration and implementation, risk mitigation and change management
- Identify product use cases, and conduct product adoption workshops, product demos and trainings to drive digital transformation at organizations
- Participate and create awareness of Adobe events, drive customer participation to make Adobe events success
Sr. Retention Specialist Digital Marketing
Adobe System
05.2015 - 08.2017
- Responsible for managing enterprise account-related activities, gauge risks through product usage patterns to support customer retention and growth for North America Digital Marketing accounts
- Proactively reaching out to customer success stakeholders and engaging in high-value deliverables that have significant business impact
- Review on-going product usage, account health, assess risks, industry trends, customer trends, and competitor landscape
- Analyzing data and sharing insights for industry verticals and acting as partner to customer success teams by providing upsell/cross-sell recommendations
- Using leading indicators to flag account renewals at risk
- Managing quarterly qualitative attrition report and publishing analysis for regional leaders and business executives
- Leveraging tools like Tableau, Power BI, Excel, and MS PowerPoint to analyze and create reports for stakeholders
- Achievements
- Successfully reduced churn of $1 million ARR and achieved 91% account renewal.
- Silver Honor in Collaboration Champion Category.
Product Support Specialist
Adobe System
04.2013 - 05.2015
- Was working as product support specialist and was responsible for generating revenue and retaining creative cloud subscription customers
- Was accountable for running communication campaigns and reaching out to subscription customers
- Strong Communication rhythm with customers of NA, EMEA, and APAC
- Reinvigorating customer experience by overcoming objections and providing unique solutions in pricing and product
- Continuous engagement with cross-functional teams across support group for efficient resolution of issues
- Responsible for sending promotional message communications to subscribers
- Achieve quarterly renewal targets
- Maintain daily and weekly renewal data
- Responsible for resolving escalations
Client Support Associate
DELL INC
01.2011 - 04.2013
- As Support Associate was accountable for achieving multiple targets for enterprise team
- Responsible for resolving technical issues with software and hardware
- Follow Dell strategy to SERVE SOLVE SELL
- Achieve customer satisfaction, technical experience stats generated from customer surveys
- Cross-selling and Upselling Dell products and services
- Maintain daily and weekly sales data for team
- Resolve customer escalations on timely basis
- Building relationship with DELL customers via social media
- Mentor and provide skill training to new members of team
- Achievements
- Awarded “CE CHAMPION” for Q4 FY11
- Received spiffs for overachieving the targets
Education
Six sigma green belt -
Indian Statistical Institute Delhi
Master of Business Administration - Information Technology
Sikkim Manipal Univ
BACHELOR OF COMMERCE -
Delhi University
Certification -
LinkedIn
Skills
- Large Account Management
- SaaS Strategies
- Digital Transformation
- Risk Management
- Strategic Business Reviews
- Account Renewals
- Strategic Communication
- Product Adoption
Accomplishments
- Conducted Strategic Business Review for large Adobe enterprise customer along with Adobe CIO.
- Achieved 91% renewal rate in Q4'22 for assigned portfolio.
- Q4’21 Certification in Adobe Product - Adobe Sign.
- Q1’21 Promoted to Sr. Customer Success Manager designation
- Q3’20 Team Impact Award for achieving the KPI’s and mentoring and training new team members.
- Q2’19 BDO outperformer award for overachieving business development KPI’s for the quarter
- Traveled and conducted in-person customer roundtables, presentations, and meetings at Adobe Max LA USA Conference in 2018 and 2019.
Timeline
Sr. Customer Success Manager
Adobe System
04.2017 - 05.2023
Sr. Retention Specialist Digital Marketing
Adobe System
05.2015 - 08.2017
Product Support Specialist
Adobe System
04.2013 - 05.2015
Client Support Associate
DELL INC
01.2011 - 04.2013
Master of Business Administration - Information Technology
Sikkim Manipal Univ
BACHELOR OF COMMERCE -
Delhi University
Six sigma green belt -
Indian Statistical Institute Delhi
Certification -
LinkedIn
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