Amandeep
Senior Manager , Customer Success
BENGALURU,Karnataka
Summary
MTech EC: Offering 8+ years of experience in Customer Success, Account Management, Client Services, Growth & Strategy while working with reputed SAAS companies including GUPSHUP TECHNOLOGIES, LEADSQUARED, MERITTO .
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Senior Manager
GUPSHUP Technologies
03.2024 - Current
- Working as a strategic advisor to key customers providing them with guidance on conversational cloud best practices and their overall technology strategy which could include running enablement sessions & automated workflows using AI.
- Managing a team of 03 CSMs with an overall portfolio of 40+ accounts with a total MRR of INR 15 Cr.
- Build and execute account plans to mitigate risk and drive growth 3+ quarters out across the portfolio.
- Converted 10% of the overall portfolio to multi-year contracts within the first year of implementation.
- Achieved INR 20 LACS MRR growth through CX platform upsells.
- Leading in-person executive QBR's for strategic customers in my portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan.
- Collated on customer NPS and worked on them to improve the score from 5 to 15.
- Forecast expected churn and growth to our senior leadership team.
- De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and GUPSHUP; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom CX solution.
Team Lead – Customer Success
Leadsquared
05.2021 - 03.2024
- Implemented metrics and tools (Customer Success Box) to study and predict customer behavior in a scalable way with the purpose of maximizing adoption, reduce churn and increase expansion.
- Led a team of 5 CSMs to handle the mid-market & enterprise clients in designated territory with an ARR of 10 Cr.
- Motivated the team by sharing exceptional customer experiences as learnings with the team Ensured continuous improvements to the customer experience by investigating and addressing root causes.
- Was a part of WBR/MBR calls to review and act on open points and identify new business usecases which helped in improving overall NPS and NRR.
- Advising the customer on strategies to optimize their technical environment or current spend with Leadsquared, positioning and recommending product features and best practices to accelerate customers time to value and growth.
Associate Manager – Customer Success
Meritto
01.2020 - 05.2021
- Led a team of 2 Implementation specialists to ensure Engagement with customers post onboarding and with targeted customers to ensure smooth Onboarding.
- Increased customer satisfaction across accounts (measured by conventional surveys, as well as reference potential of account & general check-ins and customer feedback).
- Drove Product adoption rates (measured on Upsell and X-Sell revenue) for the Education sector accounting to MRR of 30L.
- Undertook new feature requests from customers, assessed their importance, and shared the insights with the product team.
- Conducted webinars to highlight best practices while using NPF's platform.
- Drove customer references, case-studies, and testimonials.
Territory Sales Officer
Hawkins
04.2017 - 08.2019
- Ensured effective sales planning and analysis, promoting efficient cross-functional co-ordination and communication, driving overall business size of 50Cr/ Annum.
- Handled select key accounts nationally.
- Shopper Activation & Category Management – Promotion and Shopper Activation planning, Category Development & Advisory with Key Strategic Accounts.
- Service Efficiency – Ensured fill rates of 85%+ for key SKUs, Upkeep of Product masters, On- shelf availability of Must stock SKUs.
Education
MTech - ECE
NIT Kurukshetra
01.2015 - 01.2017
B. Tech - Electronics & Instrumentation Control
YMCA University
01.2011 - 01.2015
Skills
Team Management
Contract Renewal
Risk Identification & Mitigation
Customer Retention
Product Adoption
Upsell and Cross-sell
Timeline
Senior Manager
GUPSHUP Technologies
03.2024 - Current
Team Lead – Customer Success
Leadsquared
05.2021 - 03.2024
Associate Manager – Customer Success
Meritto
01.2020 - 05.2021
Territory Sales Officer
Hawkins
04.2017 - 08.2019
MTech - ECE
NIT Kurukshetra
01.2015 - 01.2017
B. Tech - Electronics & Instrumentation Control
YMCA University
01.2011 - 01.2015