Karan Gulabani
Onboarding & Customer Success Manager || SAAS || IT
Ahmedabad,Gujarat
Summary
Engaging Individual with over 8 years of successful experience in Customer Success, Key Account Management and Customer Relationship Management. Recognized consistently for performance excellence and contributions to success in the organization. Strengths in Account Handling, Project Handling and backed by good Communication, Perceptive & Analytical skills. Enthusiastic Customer Success Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in a reputed concern and contribute profitably to the Organization.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Success Manager
Turabit LLC.
Ahmedabad
11.2023 - Current
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Provided prompt and efficient support to clients by coordinating with internal teams.
- Collaboration with sales team to ensure seamless handoffs, resulting in faster customer transitions.
- Delivered outstanding user experiences by exceeding customer expectations in problem-solving.
- Develop and implement comprehensive customer success strategy to ensure satisfaction and retention of customers.
- Establish strong relationships with key stakeholders to gain deeper understanding of their business goals and challenges.
- Determine upselling and cross-selling opportunities and share them with sales team to nurture leads and increase revenue.
- Provide timely resolutions to customer issues by collaborating with cross-functional teams.
- Provide regular business reviews and insights to customers to maximize value of their investment.
- Hired, interviewed, and trained new employees, and implemented mentoring program to encourage positive feedback and employee engagement.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Coordinated with sales, product, and support teams to ensure seamless account management and onboarding.
- Served as primary point of contact for strategic clients, ensuring effective communication and timely resolution of issues.
- Engaged regularly with customers to understand their pain points, needs, and feedback regarding product, serving as th customer's voice and collecting valuable insights to inform product development.
- Participated in beta testing programs for new product features and releases and provided valuable feedback to product development team, sharing insights from perspective of end-users and identifying any issues or areas for improvement before general release.
- Acted as advocate for culture of continuous improvement within product development team, encouraging iterative development based on customer feedback and market trends.
- Working closely with customers to understand their evolving requirements and use cases and communicate these requirements to product development team, providing real-world scenarios and user stories that can guide feature prioritization and development efforts.
- Collaborate with product development team to ensure that new features and product updates are properly documented and communicated to customers. Also assist in creating training materials and resources to help customers effectively use new features.
Customer Success Manager
Dispatchtrack
Hyderabad
04.2023 - 10.2023
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- 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.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Gathered, documented, and modeled data to assess business trends.
- Produced detailed and relevant reports for use in making business decisions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Configured and modified product systems to meet customer-specific needs.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Presented technical presentations to clients to explain product features and benefits.
- Organized product demonstrations and trial installations of equipment to promote products.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Onboarding and Customer Success Manager
ITILITE Technologies Pvt Ltd.
Bengaluru
04.2022 - 03.2023
- Provided primary customer support to internal and external customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Have hands on experience with CRM platforms like Salesforce and Hubspot. Along with other internally developed CRM suite.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed and updated databases to handle customer data.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 15%.
- Managing portfolio of 15 accounts with monthly spent of around $1,35,000+, increasing every month in terms of customer count and monthly spent.
- Handled over 7-8 client calls/virtual meetings per shift, signing up and onboarding new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Effectively communicated with customers about account changes, new products or services and potential system upgrades.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Provided onboarding and guidance to sales representatives to meet sales goals while growing opportunities for new business.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
Strategic Account Manager
eClinicalWorks
Ahmedabad
09.2018 - 02.2022
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Built and cultivated long-term quality relationships with over 100+ clients by addressing needs and providing superior customer service.
- Identified new targets, developed new business opportunities and presented product lines to customers.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Trained new employees on customer service, money handling and organizing strategies.
- Managed portfolio of 80 to 100 accounts with $300,000+ as in Monthly revenue along with minimum of 6 users per account on average.
- Kept detailed records of daily activities through online customer database.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Produced regular production reports for review by Team Lead.
Assistant Manager - CRM (Customer Relations)
Maruti Suzuki Kiran Motors LTD.
Ahmedabad
06.2017 - 09.2018
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Investigated and integrated new strategies to expand business operations and grow customer base.
- Increased monthly gross sales from and exceeded goals for sales, revenue and profit margins.
- Increased sales by 20% through effectively training employees, closely monitoring regional and local markets and managing inventories.
- Training and developing new sales & service representatives on strategies and processes to reduce process gaps.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Client Service Executive
IndiaMart InterMesh LTD.
Ahmedabad
12.2015 - 06.2017
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering resolutions to maintain customer satisfaction.
- Developed and maintained existing client relationship and developed new client relationships.
- Identified business challenges and presented solutions to challenges.
- Entered customer interaction details in Sales Tracking System(STS) to track requests, document problems and record solutions offered.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Conferred with around 120 customers about concerns with products or services to resolve problems and drive sales.
- Evaluated 100+ customer information to explore issues, develop potential solutions and maintain high-quality service.
- Called existing and prospective customers to evaluate desires and offer Upsell options.
- Executed and devised business development strategies to attract and acquire new clients, including content marketing, cold-calling and networking.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
Education
MBA - Marketing
04.2012 - 2014.03
BBA - Marketing
04.2008 - 2012.03
Skills
Customer Service
undefinedTimeline
Customer Success Manager - Turabit LLC.
11.2023 - Current
Customer Success Manager - Dispatchtrack
04.2023 - 10.2023
Onboarding and Customer Success Manager - ITILITE Technologies Pvt Ltd.
04.2022 - 03.2023
Strategic Account Manager - eClinicalWorks
09.2018 - 02.2022
Assistant Manager - CRM (Customer Relations) - Maruti Suzuki Kiran Motors LTD.
06.2017 - 09.2018
Client Service Executive - IndiaMart InterMesh LTD.
12.2015 - 06.2017
Gujarat Technological University - MBA, Marketing
04.2012 - 2014.03
Sardar Patel University - BBA, Marketing
04.2008 - 2012.03