Jayalakshmi J
Bangalore
Summary
Customer focused professional with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities.
Overview
11
11
years of professional experience
Work History
Principal Customer Success Manager
Aryaka Networks
Bangalore
01.2024 - Current
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Implemented feedback loops from customers into product development processes.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Monitored KPIs to assess customer engagement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Designed processes to drive results and identify improvements.
Senior Customer Success Manager
Aryaka Networks
Bangalore
04.2019 - 12.2023
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Collaborate with the customer to ensure successful contract renewals by demonstrating the value and ROI.
- Proactively engage at-risk customers, address concerns and implement strategies to ensure high customer retention rates.
- Monitor and analyze customer engagement, adoption rates and usage patterns.
- Prepare and present regular performance reports, highlighting key metrics, trends and recommendations for improvement
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Identify opportunities for upselling and cross selling to existing customers based on their evolving business needs.
Renewals Manager
Check Point Software Technologies
Bangalore
12.2017 - 04.2018
- Pursued timely interactions with existing clients to gauge satisfaction, resolve objections and secure contract renewals.
- Negotiated high-dollar contracts with extremely complex terms, conditions and considerations, skillfully navigating market conditions and client dispositions to secure optimal terms for company.
- Follow up with the partners and distributors to determine the status of each of the opportunities.
- Identified customer requirements, uncovered roadblocks and demonstrated strong account management and commercial capabilities to drive renewal to on-time closure.
Channel Account Manager
Aryaka Networks
Bangalore
04.2017 - 11.2017
- Coordinated sales activities with partners and resellers to identify and close new business.
- Facilitated channel engagement to support territory sales goals.
- Drove and delivered sales leads to convert into new business.
- Worked on leads generated by sales team to set up additional meetings.
- Identifying and on boarding new partners for the APAC market (resellers, distributors, Referral partners) and enabling the partners – Technical and Sales
- Support and work with the marketing team to conduct webinars, email campaigns, events like Product training/Sales training.
- Reporting and co-ordination with Multiple internal stake holders and Teams,Bi-weekly calls with the partner to discuss opportunities in pipeline and their next steps.
Inside Sales Representative
Aryaka Networks
Bangalore
08.2015 - 03.2017
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Answered customers' questions regarding products, prices, and availability.
- Monitored industry news and trends to stay up-to-date on competitive landscape.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Used CRM software to maintain detailed contact logs and account records.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Contributed to team objectives in fast-paced environment.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Demand Generation Executive
Aryaka Networks
Bangalore
07.2013 - 07.2015
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Cultivated interpersonal skills by building positive relationships with others.
- Passionate about learning and committed to continual improvement.
- Research for prospective companies using LinkedIn and other business directories such as Rainking, Jigsaw, Hoovers, Zoominfo.
- Identify leads to target, engage them through calls/emails/sales campaigns and building a pipeline of potential buyers.
- Working with the sales managers to convert the leads into accounts and bring revenue to the company
Education
MBA - Marketing
PES Institute of Technology
BBA - Finance
Bishop Cotton's Women's Christian College
Skills
- Business Development
- Pipeline development
- Sales management
- Key accounts development
- Sales proficiency
- Inter-department collaboration
- Strategic Planning
- Strategic communications
- Customer Needs Assessment
- Revenue Growth
- Negotiation
- Report Analysis
- Customer Relationship Building
- Customer Retention
- Customer Advocacy
Timeline
Principal Customer Success Manager
Aryaka Networks
01.2024 - Current
Senior Customer Success Manager
Aryaka Networks
04.2019 - 12.2023
Renewals Manager
Check Point Software Technologies
12.2017 - 04.2018
Channel Account Manager
Aryaka Networks
04.2017 - 11.2017
Inside Sales Representative
Aryaka Networks
08.2015 - 03.2017
Demand Generation Executive
Aryaka Networks
07.2013 - 07.2015
MBA - Marketing
PES Institute of Technology
BBA - Finance
Bishop Cotton's Women's Christian College
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