Gunjan Kumar
Bangalore
Summary
Dynamic and results-driven Senior Customer Success Manager with a proven track record in client management, leadership, and process optimization. Adept at building high-impact relationships, optimizing workflows, and driving customer retention and satisfaction. Expertise in 3D technology integration, strategic decision-making, and digital transformation. Strong communication, analytical thinking, and problem-solving skills, with a keen ability to collaborate across teams and influence stakeholders. Holds a Bachelor of Fashion Technology (NIFT) and an MBA (IIM Kozhikode), leveraging technical acumen and business strategy to enhance customer success and operational efficiency.
Overview
11
11
years of professional experience
Work History
Senior Manager - Customer Success & Delivery
Avataar.ai
Bengaluru
07.2024 - Current
Manager - Customer Success & Delivery
Avataar.ai
Bengaluru
03.2022 - 06.2024
- Clients Handled: Amazon, NewEgg, Lowe’s, Victoria’s Secret, Philips, The Home Depot, BestBuy
- Led cross-functional teams to drive customer satisfaction, retention, and engagement
- Developed and executed customer retention strategies, increasing engagement and lifetime value
- Optimized workflows to improve operational efficiency, reducing issue resolution time by 30%
- Analyzed customer health metrics, implementing proactive solutions for improved account performance
- Successfully onboarded and trained Lowe’s creative team, increasing adoption rate by 50%
- Acted as a strategic influencer, advocating customer needs internally and collaborating with sales, product, and engineering teams
- Designed and delivered proof-of-concepts, contributing to successful deal closures and revenue growth
- Developed tailored pitch decks for client presentations, aligning with specific business needs
- Impact: Managed an annual revenue of ~$1.5M across accounts
- Increased first-time approval on Amazon deliveries from 50% to 90%
- Reduced rework average from 1.7 to 1.1
- Replaced 3Kit 3D renderer with Avataar’s native renderer on NewEgg’s website
- Maintained a CSAT score of 9, ensuring annual contract renewals
- Additional Responsibility: Product Support Management
- Established and led the program management of product support operations, ensuring seamless execution
- Managed customer support operations for a user base of over 24,000 customers
- Achieved 100% on-time first response and over 95% on-time resolution SLA, improving customer experience
- Developed and implemented structured documentation processes, improving knowledge transfer and reducing escalations
Manager - Fashion Simulation
Avataar.ai
Bengaluru
04.2021 - 02.2022
- Managed a 3D fashion simulation team, ensuring high-quality virtual apparel visualization
- Implemented process improvements in 2D-to-3D conversion, optimizing turnaround times
Lead - Fashion Simulation
Avataar.ai
Bengaluru
06.2018 - 04.2021
- Led a team responsible for 2D-to-3D apparel conversion, increasing efficiency by 40%
- Successfully implemented Clo3D for virtual visualization and improved training methodologies
Senior Technical Executive - Fashion Simulation
Avataar.ai
Bengaluru
06.2016 - 06.2018
- Spearheaded 3D apparel production and workflow enhancements using Browzwear
- Provided technical training and support to internal teams
Technical Executive - Fashion Simulation
Avataar.ai
Bengaluru
07.2015 - 06.2016
- Successfully implemented Browzwear for 3D apparel creation
- Conducted training sessions for internal teams
Management Trainee
Radhamani Exports Pvt. Ltd
06.2014 - 05.2015
- Worked on quality assurance projects and process optimization
- Developed SOPs for quality control, improving efficiency
Education
Master of Business Administration (MBA) -
IIM
Kozhikode05-2021
Bachelor of Fashion Technology -
NIFT
Kannur01.2014
Skills
- Customer Success & Relationship Management
- Leadership & Team Management
- Cross-functional collaboration
- Stakeholder Engagement
- Time Management & Process Optimization
- Customer Success Metrics (NPS, CSAT, Churn Rate Analysis)
- Analytical Thinking & Problem-Solving
- Project & Operations Management
- Communication & Presentation Skills
- Flexibility & Adaptability in Fast-Paced Environments
- Clo3D
- Apparel Manufacturing
- 3D Simulation
Timeline
Senior Manager - Customer Success & Delivery
Avataar.ai
07.2024 - Current
Manager - Customer Success & Delivery
Avataar.ai
03.2022 - 06.2024
Manager - Fashion Simulation
Avataar.ai
04.2021 - 02.2022
Lead - Fashion Simulation
Avataar.ai
06.2018 - 04.2021
Senior Technical Executive - Fashion Simulation
Avataar.ai
06.2016 - 06.2018
Technical Executive - Fashion Simulation
Avataar.ai
07.2015 - 06.2016
Management Trainee
Radhamani Exports Pvt. Ltd
06.2014 - 05.2015
Master of Business Administration (MBA) -
IIM
Bachelor of Fashion Technology -
NIFT
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