Bikram Singh
Delhi
Summary
A competent professional with 17 years of qualitative experience in leading Customer Success & Inside Sales
Overview
17
17
years of professional experience
Work History
Sr. Manager, Customer Success
6sense
11.2021 - Current
- Managing Customer Success for Velocity & Commercial Segments for 6sense 'Rev AI for Sales', one of three core products in the 6sense suite.
- Handling a $17M Book of Business across North America (90%), EMEA, and APAC (10%).
- Driving account retention and revenue growth through upsell and cross-sell strategies across the 6sense product suite.
- Managing, mentoring, and developing a high-performing team of CSMs and Renewal Specialists, ensuring high performance and engagement.
- Ensuring smooth customer onboarding, followed by proactive strategies to accelerate product adoption and ROI realisation.
- Conducted Executive Business Reviews (EBRs) to track customer progress, align on goals, and reinforce the value of 6sense solutions.
- Implemented a data-driven adoption framework, identifying usage gaps and deploying targeted interventions to boost engagement.
- Introduced Digital 1st model for 'Rev AI for Sales' and hosted bi-monthly Office Hours webinars.
- Designed and operationalised a 6-Step Renewal Playbook, streamlining opportunity stage progression in Salesforce and improving renewal outcomes.
Manager, Inside Sales
Adobe
03.2017 - 10.2021
- Led Customer Success for the Enterprise segment of Creative Cloud and Document Cloud products.
- Managed two performance-driven teams: Inside Sales Team (13 members): Focused on net new revenue generation through upselling and cross-selling.
- Customer Success Account Managers (11 members): Drove product adoption, subscription nurturing, account retention, and business continuity.
- Managed RFIs and Marketing Qualified Leads (MQLs), achieving a $2M quarterly net new revenue target.
- Built and maintained an open sales pipeline, ensuring deal closures on a weekly basis. Drove effective opportunity progression from qualification to closure.
- Led escalation management, ensuring timely resolution of customer issues.
- Designed & executed Acrobat Nurture Campaign for Enterprise, Value Expansion, Value Incentive Plan teams. Delivered weekly reports on product adoption revenue growth, conducted demos, and concluded deals.
- Acted as a product specialist, providing technical analysis for Acrobat DC and Adobe Sign. Conducted demos to support large deal closures.
- Developed and executed a Gross Cancellations Analysis Campaign, providing insights on revenue attrition and establishing a process to retain at-risk accounts within the Gross Book of Business.
Manager, Key Accounts
Net Solutions
03.2016 - 02.2017
- Led key enterprise accounts, ensuring long-term partnerships and revenue growth.
- Managed a segment of 12 Key account managers with ARR of $5M. Developed and executed strategic account plans.
- Led contract negotiations and SLA management, ensuring seamless service delivery.
- Collaborated with cross-functional teams to drive customer satisfaction and retention.
- Monitored account performance and customer engagement, identifying growth opportunities.
- Acted as a trusted advisor, providing tailored solutions to meet client business goals.
Sr. Manager, Business Development
Netsmartz
12.2010 - 03.2016
- Managed Sales for Organic SEO, Google AdWords, Website & Mobile App Development.
- Identified and pursued new business opportunities, driving $2M of Annual revenue growth.
- Developed and executed strategic sales plans, and achieved annual sales targets.
- Conducted market research and competitor analysis to refine business strategies.
- Led contract negotiations, securing high-value deals with RFIs & RFPs.
- Collaborated with marketing and product teams to align sales strategies with market demand.
- Maintained Pipeline on SalesForce with analytics to track performance and optimise the Business development efforts.
Team Lead, Customer Support
Quark
03.2008 - 12.2010
- Led Inbound Customer Support for QuarkXPress v6 and v7, managing channel sales operations across Europe.
- Oversaw Chat, Voice, and Email support channels, effectively handling premier customer issues and escalations.
- Implemented innovative strategies to enhance customer service and technical support, reducing dissatisfaction scores and improving overall service quality.
- Conducted sales training programs, focusing on upselling techniques and monitoring customer interactions to gain insights into service effectiveness.
- Developed and enforced QA compliance objectives, ensuring teams met and maintained quarterly performance targets.
- Analyzed performance metrics through data collection and statistical reporting, driving process improvements.
Education
MBA - International Business
Mahatma Gandhi University
Meghalaya06-2014
Skills
- Customer Success
- Account Renewal
- Product Adoption
- Net Revenue Retention
- GTM Strategy
- Upsell Growth
- Business Expansion
- Digital First
- Sales IntelligenceInside Sales
- People Management
Timeline
Sr. Manager, Customer Success
6sense
11.2021 - Current
Manager, Inside Sales
Adobe
03.2017 - 10.2021
Manager, Key Accounts
Net Solutions
03.2016 - 02.2017
Sr. Manager, Business Development
Netsmartz
12.2010 - 03.2016
Team Lead, Customer Support
Quark
03.2008 - 12.2010
MBA - International Business
Mahatma Gandhi University
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