Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Anand Chaurasia

Associate Director - Customer Success
New Delhi

Summary

Performance-oriented Customer Success Leader offering exceptional record of achievement over a twelve-year professional career. Tenacious people manager with strategic and analytical approach to solving problems, advising customers and accomplishing retention revenue targets. Talented in identifying various product features, capitalizing on emerging market trends and revenue opportunities.

Overview

14
14
years of professional experience
8
8
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Associate Director of Customer Success

Yellow.AI
8 2020 - Current
  • 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.

Pre-Sales Manager

LeadSquared
01.2020 - 07.2020
  • 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.

Customer Success & Pre-Sales Lead

Phonon.io
08.2018 - 12.2019
  • 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

Interview Consultant

Pinterview.com
11.2016 - 07.2018
  • 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

Assistant Manager - Consulting

Prudential Plc
01.2017 - 10.2017
  • 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.

Team Leader - Deal Advisory

KPMG
05.2016 - 12.2016
  • 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.

Project Lead

Grail Insights
04.2015 - 04.2016
  • 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.

Strategy Intern

Deloitte India
04.2014 - 05.2014
  • 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

Strategy Intern

Hindalco India Ltd
03.2014 - 04.2014
  • Evaluated capital budgeting, Capex Planning, vendor management and taxation processes at Hindalco, Navi Mumbai.

Consultant

Capgemini India
06.2010 - 08.2013
  • 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.

Education

MBA - General Management

Indian Institute of Management (IIM)
Indore
07.2013 - 03.2015

Bachelor of Engineering - Electronics Engineering

University of Mumbai
Mumbai
07.2006 - 06.2010

HSC - Science

Swami Vivekananda Junior College
Mumbai
07.2005 - 06.2006

SSC - Science

St. Joseph’s High School
Mumbai
06.2003 - 06.2004

Skills

    Strategic account development

    Account management

    Leadership

    Project Management

    Consultative Sales

    Consulting

    Team Management

    Key relationship management

    Customer experience management

    Customer experience strategy

Certification

ITIL, APMG International

Interests

Quizzing

Mentoring

Timeline

Pre-Sales Manager

LeadSquared
01.2020 - 07.2020

Customer Success & Pre-Sales Lead

Phonon.io
08.2018 - 12.2019

Assistant Manager - Consulting

Prudential Plc
01.2017 - 10.2017

Interview Consultant

Pinterview.com
11.2016 - 07.2018

Team Leader - Deal Advisory

KPMG
05.2016 - 12.2016

Project Lead

Grail Insights
04.2015 - 04.2016

Strategy Intern

Deloitte India
04.2014 - 05.2014

Strategy Intern

Hindalco India Ltd
03.2014 - 04.2014

MBA - General Management

Indian Institute of Management (IIM)
07.2013 - 03.2015

Consultant

Capgemini India
06.2010 - 08.2013

Bachelor of Engineering - Electronics Engineering

University of Mumbai
07.2006 - 06.2010

HSC - Science

Swami Vivekananda Junior College
07.2005 - 06.2006

SSC - Science

St. Joseph’s High School
06.2003 - 06.2004

Associate Director of Customer Success

Yellow.AI
8 2020 - Current
Anand ChaurasiaAssociate Director - Customer Success