Summary
Overview
Work History
Education
Skills
Certification
Languages
Additional Information
Timeline
Generic

Arvind Sekar

Chennai

Summary

Results-oriented Customer Success Specialist with 5.5 years of experience in client relationship management, customer satisfaction, and stakeholder management. Skilled in negotiation, churn management, identifying prospects for business expansion, and driving engagements. Successful Executive with over 5 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills.. Ambitious team Player adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Specialist

Freshworks
05.2022 - Current
    • Customer Success Specialist at Freshworks, managing MEA customer portfolio.
    • Achieved 100% quarter-over-quarter churn and expansion targets.
    • Acted as primary point of contact for customer engagement and adoption.
    • Provided technical assistance to customers with API issues, product feature setup, and implementation.
    • Conducted product walkthroughs and assisted with implementation to ensure smooth adoption.
    • Conducted adoption-based business reviews to drive product usage and validate use cases.
    • Proactively addressed customer issues, involving internal stakeholders as needed.
    • Identified product advocates based on business and product adoption.
    • Mitigated churn by identifying and engaging with at-risk customers.
    • Assisted customers in maximizing value from unutilized features.
    • Conducted Business Reviews and Executive Business Reviews to showcase ROI.
    • Nurtured business relationships to ensure successful renewals.
    • Provided insights on product roadmap and health score during reviews

Client Relationship Officer

IRIS KPO Resourcing India Pvt Ltd
04.2018 - 07.2021
  • Primary Point of Contact: Serve as the primary liaison between IRIS KPO and our clients, which include directors, partners, and in-house managers from UK-based accounting firms. Build and maintain strong relationships with key stakeholders to ensure clear communication and alignment of expectations.
  • Data Integrity Management: Take ownership of maintaining the integrity of client information, including job files, weekly reports, monthly reports, and contracts. Ensure that all data is accurate, up-to-date, and securely stored in compliance with GDPR and ISMS standards.
  • Internal Reporting: Prepare and deliver comprehensive management reports to Assistant Managers, Deputy General Managers, and the Director of Operations on a monthly basis. Conduct thorough analysis of client performance and provide insights to drive strategic decision-making and process improvements.
  • Quality Assurance: Uphold the highest standards of service quality by adhering to GDPR and ISMS standards throughout the client engagement process. Continuously monitor and evaluate service delivery to ensure that client expectations are consistently met or exceeded.
  • Client Service Metrics: Develop and implement metrics to measure client retention and service adoption rates. Track key performance indicators (KPIs) on a regular basis and identify opportunities to enhance client satisfaction and loyalty.
  • Turnaround Time (TAT) Compliance: Analyze client workflows and processes on a weekly basis to ensure that turnaround time (TAT) targets are consistently met. Proactively address any bottlenecks or inefficiencies to optimize service delivery and meet client expectations.
  • Client Complaints Management: Take a proactive approach to managing client complaints by promptly addressing issues and implementing corrective actions. Maintain a client complaints closure report and ensure that all feedback received through surveys is addressed and resolved within 30 days.
  • Stakeholder Engagement: Engage with stakeholders at all levels, including directors, partners, team managers, and assistant managers, to understand their needs and concerns. Conduct annual reviews to gather feedback and insights, and identify opportunities for collaboration and improvement.

Education

Under Graduation Bachelor of Science - Computer Science -

Loyola College

Skills

  • Portfolio Management
  • Identifying Expansion Opportunities
  • Problem Solving
  • Stakeholder Management
  • Presentation
  • Proactive Engagement
  • Leveraging Business and Customer Management
  • Optimizing Business Process
  • Taking ownership
  • Decision Making

Certification

  • Advanced Excel
  • Power BI

Languages

English
Tamil (Read, Write, Speak)

Additional Information

Identified as Key Contributer and awarded three times in two years under " Greatest Win Backs" for saving accounts worth $60K ARR

Timeline

Customer Success Specialist

Freshworks
05.2022 - Current

Client Relationship Officer

IRIS KPO Resourcing India Pvt Ltd
04.2018 - 07.2021

Under Graduation Bachelor of Science - Computer Science -

Loyola College

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Arvind Sekar