Karthikeyan Muttan
Enterprise Customer Success Manager
Chennai
Summary
Resourceful Customer Success and Account Management Professional with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. Dedicated to building rapport and maintaining loyal customer relationships through understanding needs and creating individual solutions. Offering deep technical acumen with strong communication skills to help customers understand product offerings. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Senior Customer Success Manager
Genesys Telecom Labs
09.2023 - Current
- Currently managing India Business with a portfolio of $8.2mn ARR across 12 major Enterprise accounts with a mix of a couple of Banking customers, Airlines, Technology and Credit Services Organization.
- Increased client satisfaction by addressing concerns and providing customized solutions for their business needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs. Secured around 94% retention among my account base.
- Generated revenue growth by identifying upselling opportunities within the existing client base.
- Achieved revenue targets QoQ by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Have been able to increase my net new ARR by 15% YoY.
- Monitored performance metrics closely to identify areas for improvement in account management processes.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Coordinating with senior-level personnel working in marketing and sales capacities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Implemented creative marketing strategies that led to increased brand visibility and awareness among target customers.
- Delivered impactful product presentations that resonated with clients' unique challenges and needs.
- Secured new business opportunities through networking and relationship-building activities.
Customer Success Manager
Genesys
10.2021 - 08.2023
- Have been handling digital accounts spread across APAC and EMEA comprising overall ARR of $2.5mn. Customers span across Banking, Insurance & Next-Gen Tech companies.
- Delivered training sessions to customers, increasing product understanding and reducing support based on features and functionalities by 30%.
- Successfully upsold and cross-sold professional services, resulting in15% increase in account revenue in one year.
- Transformed more than 60% of customer base into brand advocates, leading to significant increase in positive online reviews. Have won award for collecting maximum G2 and Gartner reviews by CSM's globally.
- Coordinated with product team to address customer feedback, leading to implementation of more than 6 major product bugs last year.
- Coordinated with product security team to address vulnerabilities , leading to fix of more than 10 security vulnerabilities last year.
- Have successfully completed customer audit on our cloud platform by coordinating with product teams and security teams.
- Generated pipeline of around $300,000 in potential sales from leads identified during customer training workshops over the last one-year period.
- Regularly presented QBRs to VP and C-level executives, providing insight into customer health and leading to15% decrease in churn rates.
- Developed and implemented 15+ product training workshops, to maximize product utilization, improving customer engagement by 35%.
- Conducted quarterly meetings with key stakeholders from partner organizations, driving alignment and increasing partner generated leads by 15%.
- Have achieved overall retention rate of 94% over the course of last year.
- Successfully resolved conflicts between end customers and partners, maintaining customer satisfaction and partner relationships.
- Optimized e-commerce campaigns through A/B testing to increase online sales.
- Managed digital projects from initial concept through final implementation and live monitoring.
Principal Consultant
Genesys
04.2018 - 10.2021
- Facilitated adoption of data available within Genesys for 3 major clients, leading to a 25% increase in data-driven decision making for major retailer in EMEA
- Spearheaded implementation of digital solutions for major clients, leading to a 15% average optimization on their digital contact center spends for one of biggest bank in NA.
- Oversaw a team of 4 consultants, achieving 90%+ project success rate across all managed projects
- Provided expert guidance on digital strategy to senior client stakeholders, influencing strategic decisions and contributing to an average 20% increase in digital engagement for one of the biggest bank in NA
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Coordinated with cross-functional teams to deliver integrated digital solutions.
Management Consulting Senior Analyst
Accenture
08.2014 - 03.2018
- Led critical cost reduction project for a major client, identifying inefficiencies and recommending changes that resulted in savings of 12FTE's annually for a major bank in APAC region.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Collaborated with bid project team to assemble proposals and produce customer-facing materials.
- Provided training and mentorship to 5 junior analysts.
Senior Systems Engineer
Infosys
08.2011 - 03.2014
- Performed root cause analysis to provide resolutions for production issues.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Created reusable assets within projects which automated 8hrs of manual work per week.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Created manuals and taught training sessions to educate co-workers on new systems.
Education
MBA - Business Management
Indian Institute of Management Tiruchirappalli
Tiruchirappalli 07.2019 - 10.2021
Bachelor of Engineering - Electronics And Communications Engineering
Anna University
Chennai 09.2007 - 04.2011
Skills
Strategic communications
Accomplishments
- Awarded the Best Industry Project during my MBA
- Got the All-Star Awards consistently during my tenure in Genesys.
- Achieved continuous improvement to the customer strategy through effectively negotiating new features and fixing the bugs by collaborating with the Product Team.
Timeline
Senior Customer Success Manager
Genesys Telecom Labs
09.2023 - Current
Customer Success Manager
Genesys
10.2021 - 08.2023
MBA - Business Management
Indian Institute of Management Tiruchirappalli
07.2019 - 10.2021
Principal Consultant
Genesys
04.2018 - 10.2021
Management Consulting Senior Analyst
Accenture
08.2014 - 03.2018
Senior Systems Engineer
Infosys
08.2011 - 03.2014
Bachelor of Engineering - Electronics And Communications Engineering
Anna University
09.2007 - 04.2011
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