Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Karthick K

Karthick K

Summary

With an eye for detail combined with the ability to manage and expand accounts, I have several years of experience specializing in retention and providing impeccable customer experience.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

Freshworks
06.2022 - Current
  • Handled Commercial and Mid-market accounts in Europe, promoting SaaS adoption.
  • Managed 20 different logos, achieving a 15% retention rate, and 20% expansion growth.
  • Implemented targeted strategies that resulted in the above retention rate among managed accounts, alongside a remarkable 20% expansion growth through upselling and cross-selling initiatives.
  • Used QBRs/EBRs and success plans to demonstrate value and strengthen relationships, along with regular check-ins to maintain communication and reduce churn risks.
  • Identified customer needs and aligned them with appropriate Freshworks products to unlock additional value and drive revenue growth.
  • Maintained regular check-ins and high-touch communication to improve product stickiness and reduce churn risks.
  • Implement programs to increase engagement and value realization.
  • Tech-first approach to deliver value and improve the overall experience.
  • Encouraged a mindset of continuous improvement by regularly assessing customer feedback and engagement metrics.

Incident Manager (Microsoft)

Accenture Solutions Pvt. Ltd
10.2019 - 06.2022
  • Partnered with Customer Success and Product teams to identify churn patterns and develop contingency plans.
  • Conducted training sessions and mentored team members to boost productivity and enhance customer service.
  • Handled high-priority Severity 1 (Critical) and Severity 2 (High) incidents, ensuring rapid resolution and client satisfaction.
  • Monitored incidents and service requests for timely resolution, leading client review meetings to maintain transparency.
  • Improved the incident management process and provided recommendations for continuous improvement.
  • Sent executive alerts and communications, offering insights for the Problem Management process, including Root Cause Analysis (RCA).

Business Development Executive

Chandrayaan Educational Trust
10.2017 - 06.2018
  • Collaborated with companies to establish partnerships for recruiting students that meet their requirements, highlighting the mutual benefits for both the college and the students.
  • Managed the collection and verification of necessary documents

Customer Support Representative

R.N.D SOFTECH Pvt. Ltd
06.2016 - 09.2017
  • Verified eligibility for Durable Medical Equipment (DME) and created several Medicare checklists
  • Checked coverage and benefits by contacting customer service representatives from various insurance providers and initiated pre-authorization processes.
  • Provided solutions to complex situations through research and critical thinking, escalating issues to supervisors for enhanced support.
  • Trained and managed new team members on process knowledge.

Education

BBA -

Hindusthan College of Arts And Science
05-2016

Skills

  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Staff mentoring & leadership
  • Customer Service
  • Training and mentoring
  • Customer Success
  • Helpdesk
  • ITSM
  • CRM
  • Program Management
  • Communication abilities

Accomplishments

  • Best Churn retention for H1 '24 among EU regions.
  • Best Churn retention for H1 '23 among EU regions.

Timeline

Customer Success Manager

Freshworks
06.2022 - Current

Incident Manager (Microsoft)

Accenture Solutions Pvt. Ltd
10.2019 - 06.2022

Business Development Executive

Chandrayaan Educational Trust
10.2017 - 06.2018

Customer Support Representative

R.N.D SOFTECH Pvt. Ltd
06.2016 - 09.2017

BBA -

Hindusthan College of Arts And Science

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