Ishrat Jahan

Onboarding and training for over 50 enterprise clients, enabling seamless adoption of Alteryx workflows and accelerating time-to-value. ● Delivered customized Alteryx solutions aligned with client goals, resulting in a 30% average increase in process efficiency. ● Served as the primary post-sales contact, maintaining a 95% customer satisfaction rating and supporting long-term platform engagement. ● Collaborated with internal teams (Sales, Product, Support) to escalate and resolve technical issues, reducing ticket resolution time by 40%. ● Developed and implemented success plans using usage data, KPIs, and workflow performance metrics to proactively identify growth and retention opportunities ● Managed a portfolio of 15+ high-value accounts, achieving 98% renewal rate and upsell success through strategic engagement and value demonstration

● Building up executive-level relationships and business executive leadership, advocate & represent the voice of the customer by scheduling cross-functional meetings with effective collaboration with key stakeholders & addressing concerns ● Provide support in critical cases and escalate to the right persons within Rubrik ● Provide the latest knowledge on new releases, upgrades, webinars, workshops, and product roadmaps ● Proactively drive customer on-boarding/adoption by product walk through and look for opportunities to increase customer loyalty and revenue growth ● By monitoring Pulse of the Customer on there utilization pattern , suggest develop consumption strategies to increase consumption levels for across Rubrik product & generate lead for cross-sale / up sell opportunities ● Support Sales efforts to articulate customer on-boarding experience and success programs ● Identify, and manage on-boarding/adoption renewal risks of Rubrik products and provide accurate forecasting ● Develop, Document and Execute customer success plans for increased adoption and ROI by Partner with sales team & Account Team to drive customer value ● Ensuring Renewals: 60-90 days plan for renewals of each account which will include taking pulse, showcasing values, cadence meetings about upcoming Rubrik product features / roadmaps risk churn analysis & then closing out on renewals

• Senior Customer Success Operations Analyst – Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts ● Examines customer data to enhance customer satisfaction and retention by repeating customer success stories and Presentation, this metrics helps to identify patterns and offer insights for improving the customer experience ● Strong collaboration with Informatica C-level executives & work with Customer Success leadership to support the Heal Desk program which identifies distressed customers and tracks corrective actions that will improve the probability of customer retention - Such as Product wise churn analysis/ Forecast - Around all parameters of Renewals / Mitigating the churn analysis● Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning Creating reports and analyze data for patterns and ensuring effective data management and reporting on key metrics ●Analyze customer health trends and maintain a dashboard of segmented customer accounts
• Senior Renewals Specialists – (Maintenance & Subscriptions) – Product renewal revenue quota: Responsibility for maintenance and subscription renewal contracts, revenue, and renewal rates for assigned segments for overall 600 accounts per quarter worldwide ● Transactional sales: This sales role is highly transactional, with hundreds of renewals to collect quarterly. High volume of outbound and email outreach, as part of the annual renewal process. In addition, identifying potential upsell and cross-sell opportunities within an account & managing inbound sales requests received via web, email, and phone ● Increase On-time renewal rate: Ensuring customers renew on time to prevent any potential product downtime ● Pipeline management: Tightly manage the renewal sales cycle including re-contracting against cancellations, assisting customers through the sales cycle, and updating the CRM system according to documented processes. ● Forecasting: Awareness and accuracy of pipeline comfortable with accurately maintaining a forecast of all renewals within the assigned segment.● Preparing report and dashboard for worldwide which were able to save ~ $400k with a reversed cancellation & utilize Progress solution
• Lead Shared Service Teams – Overall ensuring best practices including hiring, performance management & success of the teams by relations management keeping a tab of employees of their concerns/initiatives / Change management/focus areas Asset Management: Handled overall 1000+ asset deployment for Informatica employees across APAC & EMEA regions ● Accountable & responsible for complete inventory management, including store stock count/warehouse operations / right allocations / Timely disposal of scrap / Internal and external audit handling / Vendor Governance / Policies and SOPs / Warranty status and depreciation of assets ● Implemented reused in-warranty laptops deployment for new hire / tech-refresh requests ~200K USD & End of life assets scrapping process ~300K USD Software Asset Management: Legitimately review and ensure accurate and detailed ELP (Effective License Position) ● Oversee the Software Asset Management (SAM) Lifecycle Management Processes are managed as per SOW and SLA,● Desk side Management – Complete IT On-boarding activates ● Coordinate with the hiring manager and the HR department to collect information that will help to prepare IT setup ● Make sure new hires & determine which software, tools and access rights new hires need as per company policy ● Procurement: Worked on the Coupa tool to evaluate and identify the needs of the organization and Employer.
• Senior NOC Transition – SPOC for Project Management for NOC transition from - Dimension Data US to Informatica India ● Hold full accountability for 24×7 monitoring managed services team with a team of 21 Members delivering committed deadlines (SLA/KPIs) & with the desired Time, Cost & Scope ● Strategic planning and implementation, meeting the demands with respect to storage space, connectivity, and processing power; developing annual budgets, assessing future infrastructure.