Ankit Chillar

As the Head of Customer Success, I am spearheading all things Customer Success (Revenue, Outcomes, and Experience). Successfully built Scaled CS operations from scratch throughout the customer lifecycle to enable customer success and revenue.

Initiatives and achievements:

• Built a 20-member Customer Success team across two regions, managing 500+ accounts with an annual recurring revenue (ARR) of over $20 million.
• Implemented CS Best Practices: Monthly Cadence, Renewal Tracking, Timely Billing, Business Reviews.
• Kickstarted the Executive Business Review (EBR) process, engaging C-level executives to ensure alignment between customer goals and our value proposition, driving faster decision-making, and collaboration.
• Led 6 targeted customer workshops, resolving long-standing issues efficiently by fast-tracking solutions through collaborative problem-solving.
• Set up team KPIs across various departments, ensuring business success and growth.

Led Customer Success, Delight, and Lifecycle management at Leena AI, overseeing the full Book of Business (BoB) across diverse industries in the APAC region.

Initiatives and Achievements:

• Restructured 20+ member CS team by adding Directors and created respective KRAs/Incentives, thus enhancing the team utilization by 70%.
• Increased the NPS score by 14 in Q1 and Q2 '22 by aggressively doing the RCA on the feedback received, leading to an NPS score of 40 in 1 year.
• Led the identification and implementation of the CRM tool by incorporating all the playbooks, resulting in a 97% account renewal.
• Redefined the adoption metrics and created a module-level benchmark, leading to a 25% reduction in Red Accounts and enhanced ROI calculations.
• Set up an end-to-end process for upselling and cross-selling from scratch, defining lead generation to closure, resulting in a year-over-year net revenue retention (NRR) of 170%.
• Created 20+ playbooks like renewal, Red-Account, and cadence to maintain quality and ensure on-time delivery, reducing weekly escalations by 50.
• Achieved business growth of >4x YOY by publishing 300+ customer reviews in 3+ channels, 30+ case studies, and 100+ client testimonials.
• Created a production support engineer team and their processes, SLAs, and RASCI from square one.
• Handled and nurtured the entire book of business of Leena AI worth $6+Mn across the globe, which includes India, SEA, MEA, NA, and LATAM.
• Ensured efficient team performance by continuously identifying areas of improvement through quarterly reports and reviews.

Worked as a named CSM for an enterprise client base of 30 accounts in the UK&I region.

Responsibilities:

• Successfully onboarded and managed an assigned enterprise client base of 35+ accounts.
• Provided timely account and issue executive summary status reporting to customers and management.
• Responsible for articulating and formulating the new features in conjunction with the current production set-up of the customer.
• Ensured positive customer experience and high Net Promoter Score by proactively managing customer relationships.
• Managed a complex book of business with many tasks and competing priorities.
• Conducted QBRs to identify clients' goals and blockers, and engage stakeholders in process improvement.
• Worked closely with cross-functional teams for deployment and support tickets.

• Key point of contact between Adobe and Tier-1 enterprise customers, managing approx. 25 named accounts in the SEA region.
• Identify and promote events/webinars to optimize adoption, upsell, cross-sell, and customer retention.
• Delivering comprehensive demos of the latest updates and newly launched Adobe Products to end users.
• Ensured positive customer experience and high Net Promoter Score by proactively managing and growing customer relationships.
• Hosted daily status calls, as well as ad hoc meetings as requested, to ensure client satisfaction in an ever-changing environment.
• Publish weekly and monthly active user reports for each customer to the sales team for summarized account health and renewal plan.
• Working closely with cross-functional teams for implementing new licensing updates across enterprise accounts in India and SEA region.

• Supporting enterprise customers with the issues associated with deployment and license management.
• Deliver remote product demo on feature request, product upgrades, and new releases to end users of Enterprise clients.
• Point of contact between software engineering team and product end user, ensuring quick resolution and timely escalation of tech issues.
• Knowledge management and technical documentation for knowledge base articles.
• Testing beta releases and logging bugs on new releases of Adobe applications.

• Provide troubleshooting assistance for Honeywell products to Honeywell Automation field office personnel, distributors, and systems integrators.
• Investigate and verify product problems in software, firmware, hardware, and documentation.
• Document the problem via the case management system, work with appropriate resources to resolve the problem.
• Maintain personal knowledge of Honeywell products and technologies by attending internal and external training classes, reading journals, establishing key contacts in the business units, and other relevant vendors.

• Analyze, resolve, and log details of technical errors occurring with the systems and hardware used by the customers while connecting to the internet service provided by the client (BT).
• Configure systems and provide installation assistance for third-party applications to the customer.
• Work on cases escalated by the Tier-1 team, coordinating with field engineers to get a resolution for the issue that has been escalated.