Anand Chaurasia

• Joined as Customer Success Manager in August 2020

As a Customer Success Manager,

• Prepared Customer Onboarding Plan, Ensured adherence and smooth delivery
• Demonstrated different product modules to show potential customers benefits and advantages and encourage purchases.
• Prepared and implemented success plans for customers for India-MENA region based on company goals and expectations
• Liaised with sales, marketing, product, delivery and support teams to develop solutions, deliver superlative experience to customers and accomplish shared objectives.
• Capitalised on customer up-sell opportunities resulting in 20% increased revenues Q-o-Q
• Promoted to Senior CSM in January 2021

As a Senior CSM,

• Built relationships with C-level customer executives and community to establish long-term business growth.
• Conducted Monthly and Quarterly Business Reviews for customers to gauge their sentiment and showcase new ideas
• Published Thought Leadership on Bots in Utility Sector (https://blog.yellowmessenger.com/resources/articles/efficacy-of-bots-in-the-utility-sector)
• Promoted to Associate Director in July 2021

As an Associate Director,

• Lead team of 15 CSMs
• Manage an ARR of US$ 22Mn comprising some of the largest firms from the Government, Manufacturing, Utility, Media, FMCG & BFSI sectors in India
• Average NPS of > 55 in accounts managed by the Customer Success team
• Maintained a NRR of 110% with less than 3% churn and low downgrades
• Developed and defined Customer Success Team’s Strategy and Organisation Structure
• Created data-backed models for predicting and controlling churn and contraction
• Developed CX Strategy for Yellow Messenger
• Collaborated with leadership team to implement continuous improvements and exceed team goals
• Coached and promoted high-achieving customer success employees to fill leadership positions, thereby further boosting company growth.
• Actively participated in industry conferences and networking events, increasing company visibility and creating valuable connections with peers.
• Enhanced employee performance through targeted training programs and regular feedback sessions, resulting in higher productivity levels.
• Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.

• Handled large Indian clients from Education, BFSI, Real Estate, Manufacturing and Media sector.
• Prepared marketing collateral consisting of LeadSquared’s product services and offerings
• Closed 5 large sales calls in Q1 and Q2 2020
• Demonstrated Leadsquared's product offerings to show potential customers benefits and advantages
• Collaborated with sales teams to develop winning strategies for complex deals, resulting in increased revenue.
• Worked closely with product management teams to relay customer feedback, driving continuous improvement of product offerings.

• Led the Pre-Sales & Customer Success Team at Phonon.io
• Built Pre-Sales and Sales Process working with the CEO & Managing Director of Phonon.io
• Prepared marketing collateral consisting of Phonon’s product services and offerings
• Involved in Sales deals, right from sales pitch, to proposal bid, to commercial negotiations with client and to up-selling/cross selling solutions
• Worked with internal cross-functional teams (product, sales, marketing, support etc.) to ensure effective delivery of project basis client requirements
• Role included both - ‘Farming’ incumbent accounts (80%) as well as ‘Hunting’ (20%) for New Clients
• Closed a Sales deal worth INR 2Mn with one of the largest Aviation Infrastructure companies in India
• Closed Sales deals worth INR 2Mn each with a large Life Insurance and a General Insurance player in India
• Successfully closed a deal and managed IVR projects for the largest DTH player in India
• Led and initiated business partnerships with Google Cloud, AWS, etc.
• Involved in project scoping, effort estimate, project work planning, team handling, and providing feedback to team members in project as well as in the end-to-end delivery of projects

• Counselled and consulted candidates preparing for GMAT, CAT, GRE, etc.
• Counselled candidates/job seekers seeking to break into the MBB and Big 4 consulting firms

• Advised C-suite individuals in designing transformation strategy and strategy roadmap at organisation level.
• Built minimum viable proposition for client, to provide overall better experience for their customers.
• Advised client in devising strategy for launching new products in Non-core insurance market in UK.
• Worked with clients in building product runway for insurance products.
• Advised digital proposition head on digital maturity model for the firm.
• Involved in project scoping, effort estimate, project work planning, team handling, staffing, and providing feedback to team members in project as well as in end-to-end delivery of projects.

• Identified probable M&A targets in the U.S. for a Fortune 500 firm in the food distribution and retail industry
• Assisted Fortune 500 clients in the Consumer market and Technology space in successfully vying for acquisition of various deals
• Developed POV thought leadership for KPMG’s key accounts
• Successfully completed bidding of several proposals for clients in the FMCG industry
• Successfully sold KPMG’s services to a Fortune 500 client of the Automotive industry
• Involved in project scoping, effort estimate, project work planning, team handling, staffing, and providing feedback to team members in the project as well as in the end-to-end delivery of projects
• Proficient in use of databases like CapitalIQ, Lexis Nexis, Thomson One, IBIS, SNL, Frost & Sullivan, etc.

• Advised one of the largest technology firm in the world in formulating its growth strategy by suggesting possible partners to launch its new product in four major global geographies.
• Awarded “Excellence in Client Service” Award for assisting the customer on their multiple engagements.
• Navigated through gatekeepers, influenced CFOs, CIOs & MD's of the client team, for up selling other products.
• Engaged with client top leadership team on a regular basis, to gauge their feedback and strengthen their trust regarding our products.
• Assisted clients in ed-tech sector for launching their e-learning programs in India.
• Assisted a confectionery client in devising its sales strategy for launching a new product.
• Worked with a technology client in suggesting opportunities in the Hardware market for Automobiles.
• Advised a large Telecom firm based in Asia on various strategy projects such as Corporate Strategy, New Business opportunities, Commercial Due Diligence and B2B markets.
• Led the Proposal & Bid team at Grail in bidding and winning proposals in Telecom, Media and Technology domain.
• Co-ordinated with vendors, analyzed and selected vendors for research purposes.
• Involved in project scoping, effort estimate, project work planning, team handling, staffing, and providing feedback to team members in the project as well as in the end-to-end delivery of projects.
• Involved in recruitment, mentoring of team members, organizing team initiatives, Knowledge management and coaching new employees joining the firm.
• Proficiently used databases like Thomson One, CapitalIQ, Lexis Nexis, Ovum, Gartner, Hoovers, etc.

• Conducted secondary research for feasibility of semiconductor manufacturing proposal in India
• Developed “plant economics” model based on capital expenditure incurred and developed forecasted cash flow scheme
• Formulated a solution to reduce subscriber churn for DTH providers of India
• Preparation of EOI documents for a marketing project of Nepal Telecom & for the roll-out of 3G services in Nepal

• Evaluated capital budgeting, Capex Planning, vendor management and taxation processes at Hindalco, Navi Mumbai.

• Worked with various Fortune 500 clients in the Telecom-Media-Technology Sector.
• Handled client SPOCs, Gathered Project requirements and architected the Project Solution.
• Shipped out Deal winning Technical & Commercial proposals and Project Bids.
• Received ‘Project Star Award’ for FY2011 which is given to approximately 2% of the employees for Demonstrating ownership & Working to reduce time and costs on the project.
• Was involved in the hiring process at Capgemini and was actively involved in interviewing candidates.
• Involved in mentoring and coaching of team members.