Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Gunankitjit Singh Bawa

Noida

Summary

A results-oriented professional with over 7 years of experience in the Customer Success, account management & pre-sales field, demonstrating proficiency in account management, implementation, onboarding, product adoption, customer advocacy including CSAT & NPS scores, presales, consultation, retention, renewals, upselling, cross-selling, and team leadership.

Overview

9
9
years of professional experience

Work History

Senior Customer Success Manager

HackerEarth
10.2022 - Current
  • Managing a portfolio of enterprise & SMB accounts totaling approximately $650,000 in value
  • Maintaining a Net Revenue Retention (NRR) rate of above 100%, currently at 117%
  • Responsible for the Implementation of the platform, onboarding the client and ensuring the adoption
  • Leading CS team for new module launches, demos, customer data representation in leadership connects, conducting interview rounds, as well as setting up the KRA scorecard for the team & refining the processes
  • Supporting the sales team in identifying and qualifying leads, conducting product demonstrations, and delivering presentations to prospects
  • Collaborating with the product development team to provide feedback from customers and prospects to enhance product features and functionality
  • Assisting in the preparation of proposals, RFPs, and RFIs, ensuring they meet customer requirements and address key business challenges
  • Analysing NPS & CSAT to identify areas of improvement & enhance customer experience
  • Upselling & cross-selling out of our kitty of products
  • Controlling churn, maximizing renewals and retention, and timely intimation to leadership regarding customer concerns, reducing the churn percentage by another 20%
  • Team Management: Effectively managing and mentoring new hires, ensuring their preparedness to engage with customers, providing shadowing support, and guiding them on performance improvements regularly by sharing feedback

Customer Success Manager

Leena AI
08.2021 - 10.2022
  • Managed a portfolio of enterprise accounts valued at approximately $350,000
  • Achieved a remarkable improvement in NRR from 100% to an impressive 170%
  • Assisted Sales with customer demos, and tailored discussions to meet customer needs
  • Collaborated with the Product team to enhance features based on customer feedback
  • Oversaw client onboarding processes & ensured strong product adoption among existing clients
  • Maintained a strong focus on delivering excellent customer experiences, managing client servicing, addressing customer escalations, and handling renewals with 0% churn
  • Upheld high NPS and CSAT ratings, with a continuous analysis of feedback and prompt action on improvement measures
  • Team Management: Mentored and guided a team of three members.

Customer Experience Manager

Info Edge Ltd. - Noida
Noida
11.2018 - 07.2021
  • Implementing a recruitment SaaS product, tailoring it to meet each client's specific requirements
  • Successfully initiated and completed Requirement Gathering sessions with clients to gain insights into their workflow needs
  • Managed client onboarding processes and ensured seamless product adoption for existing clients
  • Maintained a focus on delivering exceptional customer experiences, offering dedicated client servicing, providing top-tier customer support, managing escalations, handling renewals, and prioritizing customer delight and satisfaction
  • Played a key role in prioritizing the implementation of new features and functionalities by presenting client need analyses to the relevant teams, including tech and product teams
  • Nurtured strong relationships with existing clients and got referrals
  • Team Management: Provided mentorship to a team of four Customer Success Managers (CSMs).

Inside Sales & Client Onboarding Specialist

Netsmartz Infotech Pvt. Ltd., Chandigarh
Chandigarh
08.2016 - 11.2018
  • Handling the sales of the largest portfolio of products (Inside Sales - SaaS product)
  • Responsible for the Implementation of the product as per the client's need
  • Handling the Client Onboarding (SaaS/Cloud product)
  • Taking care of Customer Support and ensuring the retention of clients
  • Acting Client Success Manager for the clients and ensuring they are using the product without any issues and solving them
  • Forwarding the need analysis of the client in front of the concerned teams
  • Helping with renewal discussion and ensuring maximum renewals
  • Handling the entire product cross-functional teams.

Direct Customer Acquisition Manager (Timeshare Industry)

Sterling Holidays Resorts Limited, Mohali
Mohali
09.2015 - 03.2016
  • Responsible for Sale & Retention of Vacation Ownership Plans for holidays
  • Involved in Client interaction, Full Cycle of Sales, and Negotiation
  • Relationship Management, upselling & cross-selling.

Education

MBA - Marketing & Operations

UIAMS, Panjab University
Chandigarh
05-2015

BCA - Computer Application

DAV College, Panjab University
Chandigarh
06-2013

H.S.C - Commerce

New Public School, CBSE Board
Chandigarh
04-2010

S.S.C - General

Little Flower Convent School, ICSE Board
Panchkula
04-2008

Skills

  • Strong interpersonal, communication, and management skills
  • Team player
  • Adaptable
  • Customer Advocacy
  • Customer Satisfaction
  • Strategic Planning
  • Customer Account Management
  • Sales management
  • Customer Retention
  • Product Demonstration

Accomplishments

  • Quarterly CEO award at HackerEarth for being a client whisperer.
  • Nominated as the best resource for product demos and assists in sales closures
  • Improved the NRR from 100% to 170% in a period of 1 year with Leena AI

Timeline

Senior Customer Success Manager

HackerEarth
10.2022 - Current

Customer Success Manager

Leena AI
08.2021 - 10.2022

Customer Experience Manager

Info Edge Ltd. - Noida
11.2018 - 07.2021

Inside Sales & Client Onboarding Specialist

Netsmartz Infotech Pvt. Ltd., Chandigarh
08.2016 - 11.2018

Direct Customer Acquisition Manager (Timeshare Industry)

Sterling Holidays Resorts Limited, Mohali
09.2015 - 03.2016

MBA - Marketing & Operations

UIAMS, Panjab University

BCA - Computer Application

DAV College, Panjab University

H.S.C - Commerce

New Public School, CBSE Board

S.S.C - General

Little Flower Convent School, ICSE Board

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Gunankitjit Singh Bawa