Arvind Sekar

Team Leadership and MentorshipAt Freshworks, I have excelled in leading and mentoring a diverse portfolio of customers across the MEA region as a Customer Success Specialist. Through my leadership, I consistently achieved 100% quarter-over-quarter churn and expansion targets by fostering a collaborative and supportive team environment. I believe in empowering my team with the skills and knowledge needed to deliver exceptional service, ensuring that our clients receive outstanding support at every interaction.

Client Onboarding and Account ManagementCollaborating closely with cross-functional teams at Freshworks, I have facilitated seamless transitions for new clients, overseeing their setup and integration processes. As the primary point of contact for key clients in the MEA region, I developed a deep understanding of their unique objectives and challenges. By leveraging this insight, I effectively managed their accounts, driving their success while nurturing long-term relationships.

Product Expertise and Client EngagementWith a robust understanding of Freshworks' suite of products, I have specialized in educating clients on best practices, particularly in utilizing our AI-driven solutions to optimize their operations. I organized and delivered technical presentations and workshops, enhancing customer engagement levels and ensuring they derive maximum value from our offerings. Proactively engaging with clients, I conducted regular check-ins to gather feedback, enabling continuous improvement and a tailored approach to their needs.

Issue Resolution and AdvocacyAddressing client concerns promptly has been a cornerstone of my approach, collaborating closely with technical and support teams to ensure timely resolutions. By advocating for customer needs within Freshworks, I have successfully driven product improvements, aligning our offerings with evolving market demands and enhancing overall customer satisfaction.

Retention, Growth, and AdvocacyThrough meticulous monitoring of key performance indicators (KPIs) for customer success, I identified opportunities for upselling and cross-selling additional services that aligned precisely with clients' evolving needs. My dedication to fostering strong relationships with clients has not only ensured high retention rates but also cultivated advocacy, resulting in positive referrals and impactful case studies that showcase our partnership successes.

In summary, my tenure at Freshworks has equipped me with a proven track record in team leadership, client onboarding, account management, product expertise, issue resolution, and client advocacy. I am eager to bring this comprehensive skill set and passion for customer success to your team, driving exceptional service delivery and contributing to the continued growth and satisfaction of your clients in the APAC region.

• Collaborated with back-office team members to facilitate seamless business execution.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Responsible for Global portfolio worth $1M ARR including small scale and enterprise customers with Annual Contract
• Responsible for Turn around Compliance, Onboarding, Coordinating with Internal stakeholders for first experience.
• Demonstrating ROI based on the SLA and volume, TAT compliance.

• 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.
• Developed lasting relationships with both internal and external partners, fostering an environment of collaboration and mutual support for achieving shared goals.
• Enhanced client satisfaction by effectively resolving issues, ensuring smooth transactions, and maintaining clear communication.