Singing
AntWalk - CS Program (Winner Team) - 2022
2022-08
Hi, I’m
Heena Kausar Bhatkar
Sr. Customer Success Manager
Vashi, Navi Mumbai,MH
Summary
Industry-experienced customer success professional with 8+ years of hands-on experience in SaaS startups & 12+ years of experience across diversified profiles/industries. Demonstrated history of growing revenue within the portfolio, enhancing client experience (CSAT), maintaining healthy HS, churn management & new implementation project management. Highly adept in performing within high-pressure and deadline-driven environments, driving full sales life cycles for revenue expansion within the portfolio.
Work History
Happay, Cred, Mumbai
Sr. Customer Success Manager
2021.10 - 2023.05 (1 year & 7 months)
Job overview
- Managed a portfolio of 40+ large/medium clients worth over $400K ARR
- KRA's include, Change Management, New Project Implementation Management, New Sales Acquisition, Revenue Management, Renewals, Retention & Churn Management
- Meeting & exceeding revenue targets quarterly through Upsell, Cross-sell, New Sale, Change Management & Renewals (YOY Escalations, AMC & Additional MG)
- Conducting Quarterly Reviews to understand and track overall performance, feedbacks, area of improvements to ensure 100% adaptability (HS), CSAT
- Testimonials and Case Studies for Marketing Team
- Client Reference Management with 8/9+ ratings helping Sales team to close deals
- Maintained 95% & above Payment Recovery
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Entropik Technologies, Mumbai
Senior Sales Account Manager
2020.02 - 2021.06 (1 year & 4 months)
Job overview
- Individual sales contributor for assigned territory, managed sales target worth of $250K ARR
- Responsible for business development, project executions and account management
- Maintaining the full lifecycle of the sales process from prospecting to closure
- Clients acquired – ITD, ITC Personal Care, RB, Kimberly Clark - Singapore, Nissan, iDFresh, Mars, GOMO, PepsiCo USA, Mondelez UK, Tata Consumer Care, L’Oréal, Raymond, Danone, Star TV etc
- CRM Discipline - Salesforce.com
Happay, Mumbai
Senior Sales Manager
2016.08 - 2020.02 (3 years & 6 months)
Job overview
- Individual sales contributor with lead gen support
- Engaging with CXO's - Key Decision Makers (CFO/CTO)
- Attending CFO events for networking & generating leads
- Handle in-depth knowledge of products and technologies, competitors, and market conditions
- Clients acquired - Raychem RPG, Emkay Global, Ashv, HFFC, ABM, QualityKiosk, Infrasoft Technologies, Edelweiss Group, RBL Finserve, Shobiz & Edelweiss
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Prepared sales presentations for clients showing success and credibility of products.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- CRM Discipline : Leadsquared
Expenzing, Nexstep, Mumbai
Business Development Manager
2015.05 - 2016.07 (1 year & 2 months)
Job overview
- Led Inside Sales & Marketing team
- Managed & tracked Marketing Campaigns
- Attending Conferences, Industry Events for networking
- Maintaining full lifecycle of sales process from prospecting to closure for SME clients
- Helping COO with Enterprise Accounts in the entire sales cycle
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Generated new business with marketing initiatives and strategic plans.
- CRM Management - Zoho
Gracenote (Whats On Media), Mumbai
Assistant Sales Manager
2014.05 - 2015.01 (8 months)
Job overview
- Market Penetration & Lead Gen - Middle East & Southeast Asia Region
- Providing presentations, demos, creating suitable proposals based on the scope
- Event management across geographies
- Sales Operations : Manage & grow the sales pipeline to consistently meet quarterly revenue goals
- Marketing Activities : Email Campaigns, Weekly newsletters, Special Events Newsletters
- Existing Accounts Management : Etisalat, Du larger clients
Printronix, Mumbai
Lead Gen. Specialist & Sales Op
2014.04 - 2014.07 (3 months)
Job overview
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Entered data into Salesforce, ensuring accuracy and uniformity.
- Identified appropriate marketing channels and target customers for campaigns.
- Planned marketing initiatives and leveraged referral networks to promote business development.
Zenta Pvt Ltd, Accenture, Mumbai
Customer Relationship Associate
2010.05 - 2011.04 (11 months)
Job overview
- For India, telecalling, marketing leads, reseller and partners reference
- Front Desk SPOC : Inbound & outbound & online prospect management
- Admin SPOC : PO management & CRM administration, Price list management for
- Distributors/dealers/resellers/end customers
- Sales Operations SPOC : Prepare and analyze sales pipeline reports and dashboards
- Marketing Activities : Email campaigns on SFDC, Hubspot & SubscriberMail, Preparing &
- Organizing Marketing promotion/scheme plans for resellers/partners/distributors
- CRM Discipline : Salesforce.com
- CRA - Skip
- Locating Debtors Bank, Place of Employment and Vehicle info for garnishment and executions through various tools and Internet
- Various Tools like Ontario, Cogent
- Search Engines: Accurint (Lexis-Nexis), Super Pages, White
- Pages, Manta, Wikipedia Nada Guides and Corporationwiki.com to find debtors mailing address, attorney info, home address, phone number, bank info and place of employment information
- Sending debtors legal notices to clear the dues
- Verification of the debtor with respective Banks, Credit Unions & Place of Employment
- Verifying Debtor's Employer & Bank Accounts with help of SSN for Bank or Wage garnishment.
Reliance BPO Pvt Ltd, Mumbai
Customer Service Representative
2008.11 - 2010.04 (1 year & 5 months)
Job overview
- Process: Rim Prepaid & Postpaid & Broadband Internet & Voice – Inbound
- Handling inbound calls for service-related queries
- Updating customers about new offers and Tariff Plans
- Handling billing related queries, network issues and all other queries to provide customer satisfaction and first-time resolution
- Updating customers about new Internet Plans
- Handling billing calls, taking new connection requests, plan migration & termination requests and network related issues
- Technical assistance online – troubleshooting
- Attending Retention Calls for HNI customers and escalations
Education
University of Mumbai , University Of Mumbai
Bachelor of Commerce from Commerce
2013.03 - 2014.02 (11 months)
Oriental College of Commerce
H.S.C
Awami Urdu Girls High School
S.S.C
Skills
Key Accounts Development
undefinedCertification
AntWalk - CS Program (Winner Team) - 2022
Accomplishments
- Built strong relationships with customers in assigned portfolio, resulting in a 90% retention rate, and a 50% increase in ARR from the previous year.
- Designed and executed successful onboarding strategies that increased product adoption.
- Created tailored customer success webinar for clients to increase the utilization of the product.
- Testimonials & Case Studies & Client References with 9+ ratings helping Sales team close big deals.
Rewards & Recognition
AntWalk - CS Program (Winner Team) - 2022
Outstanding Quarter Performer (2 Quarters) - 2022
Sales Pitch Contest Winner - SKO20022
Timeline
Sr. Customer Success Manager
Happay, Cred
2021.10 - 2023.05 (1 year & 7 months)
Senior Sales Account Manager
Entropik Technologies
2020.02 - 2021.06 (1 year & 4 months)
Senior Sales Manager
Happay
2016.08 - 2020.02 (3 years & 6 months)
Business Development Manager
Expenzing, Nexstep
2015.05 - 2016.07 (1 year & 2 months)
Assistant Sales Manager
Gracenote (Whats On Media)
2014.05 - 2015.01 (8 months)
Lead Gen. Specialist & Sales Op
Printronix
2014.04 - 2014.07 (3 months)
University of Mumbai
Bachelor of Commerce from Commerce
2013.03 - 2014.02 (11 months)
Customer Relationship Associate
Zenta Pvt Ltd, Accenture
2010.05 - 2011.04 (11 months)
Customer Service Representative
Reliance BPO Pvt Ltd
2008.11 - 2010.04 (1 year & 5 months)
Oriental College of Commerce
H.S.C
2008.04
Awami Urdu Girls High School
S.S.C
2006.04
Interests
Dancing
Traveling
Music
Swimming
Meditation
Self Improvement Book Reading
Behavioural Psychology Reading
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