Karan Seth
Summary
I am postgraduate in MBA, specialized in Marketing, carrying 5 years of working experience in the client facing roles as a CSM and BDM. Nurturing and generating revenues.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Superset
6 2022 - Current
- Managed a portfolio of 8 enterprise accounts
- Being accountable for retention, cross-sales and up-sales within the assigned Key accounts
- Oversee the end-to-end client relationship, scheduled product training meetings, conducted product optimization presentations, driving awareness to increase the usage of our products and services, and developing client training material
- Manage client lifecycle to ensure value delivery including effective onboarding, usage monitoring, and early risk identification and business value reviews
- Generated insightful reports for QBR's and ABR's
- Highlighting key metrics related to renewals performance, achieving 90% client retention and 100% collection
- Active involvement in value chain and seek feedback from client to improve the services and help in product enhancement
- Liaise with cross-functional partners across the organization to advocate and address client needs
- Conducted UATs of new features and bug fixes
- Analysis on queries raised by the clients
- Maintain MIS of all the activities and weekly submission to the management
Customer Success Manager
Anthem
06.2021 - 06.2022
- Built a team of 12 CSE for handling 2000 SME accounts
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Conducted training and mentored team members to promote productivity and commitment to reduce TAT
- End to end customer journey management from onboarding to renewal
- Product training, demonstrations, driving customer awareness, and branding for product adoption
- Collaborated with sales and product teams to address customer success objectives
- Analyzed 2000+ customers data to identify trends and develop strategies to improve customer success metric
- Gathered customer and market feedback to help product team in building new features and solutions
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation and driving team to meet monthly target of 50,000
- Conducted UATs of new features for bug fixes and analyzing the user experience for different use cases
- Handling queries at the last stage of escalation
Associate Manager
MyGate
06.2019 - 06.2021
- Acquired 60+ new client in 6 months valuing above 11 Lakh
- End to end customer journey management from sales to renewal
- Conducted Product training, demonstrations, negotiation, and product adoption
- Mentored sales team of 10 members and guided team to acquire 340+ new clients valuing above INR 60 lakh
- Conducted daily team meetings to discuss progress updates, identified challenges or roadblocks, and provide guidance towards achieving the targets
- Maintained relationship with 110 clients for generating revenue through renewals
- Guided team members in handling their accounts and resolving client queries
Education
PGPM - Marketing
IBS Mumbai
B.Sc - Mathematics
S.M.Y. Evening College
XII - Science
B.D. Public School
X - undefined
Saint Paul's School
Skills
Customer Relationship Building
Onboarding and Product Adoption
Customer Retention and Renewals
Customer Account Management
Microsoft Office
SQL
Toolsused
- Project Ticket Management: Jira and Asana
- Lead Management: LeadSquared and Fresh Works
- Helpdesk: Zoho
- Payments: Cashfree and Razorpay
- Documentation & Reports: MS Office and Confluence
Extracurricular Activities
Pursuing Diploma in Nutrition and Fitness Working on my physical fitness Cooking
Timeline
Customer Success Manager
Anthem
06.2021 - 06.2022
Associate Manager
MyGate
06.2019 - 06.2021
Customer Success Manager
Superset
6 2022 - Current
PGPM - Marketing
IBS Mumbai
B.Sc - Mathematics
S.M.Y. Evening College
XII - Science
B.D. Public School
X - undefined
Saint Paul's School
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