Khushal Jathan
Mumbai
Summary
I am an experienced Account Manager skilled in managing high-value customer relationships and driving user retention. My professional journey showcases my ability to engage customers through tailored communication and problem-solving. I work collaboratively with cross-functional teams to deliver exceptional customer experiences and am adept at adapting to fast-paced environments while effectively addressing client needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Strategic Account Manager
eClinicalworks
06.2023 - Current
- Managing a portfolio of over 70 key accounts, driving revenue growth through upselling and cross-selling initiatives.
- Mentor and groom new Strategic Account Managers on people, processes, and technology protocols, accelerating their ramp-up time and proficiency.
- Conduct collaborative reviews of open aging cases with team members to assist in resolution and prevent SLA breaches.
- Serve as a point of escalation for complex client issues, employing structured mitigation strategies to achieve resolution within a 2-week SLA.
- Manage all negative and positive-with-negative-sentiment PSRs, executing a structured 6-week resolution plan with weekly client updates to fully address concerns and restore confidence.
- Proactively monitor and follow up on aging cases, projects, and Jiras, escalating to internal technical teams and SAM leadership to ensure timely resolution.
- Lead pre- and post-version upgrade/update planning calls with clients, outlining prerequisites, workflow changes, and providing MSIs to ensure seamless transitions and minimize post-go-live issues.
- Ensure 100% compliance with eCW University course completion SLAs for both mandatory and optional continuing education courses on EMR, companion products, and compliance.
- Maintain impeccable client demographic data (PSO, AC, Decision Maker), and compliance mailing addresses in SAM WP, ensuring accuracy for critical communications.
Customer Success Specialist
MyMuse
Mumbai
09.2022 - Current
- Demonstrated ability to provide outstanding customer service through email and chat.
- Proficient in using various customer service software, including live chat platforms, email clients, and customer relationship management (CRM) tools such as Gorgias, Delight Chat, and Limechat.
- Strong typing and writing skills, able to effectively communicate complex information in a concise and transparent manner.
- Skilled in problem-solving, able to resolve customer issues efficiently and effectively.
- Proven ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail.
- Demonstrated patience and empathy, able to connect with customers on a personal level, and de-escalate tense situations.
- Knowledgeable about company products, services, and policies, and able to provide accurate and up-to-date information to customers.
- Collaborative team player, able to work with colleagues across departments to resolve customer issues, and improve customer experience.
- Comfortable working with a diverse customer base, including those with different languages, cultures, and backgrounds.
- Strong time-management skills, able to work independently, and meet deadlines consistently.
Key Account Manager
ImpactGuru
Mumbai
08.2021 - 07.2022
- ImpactGuru
- Drives business by identifying and selling prospects and maintaining relationships with clients
- Enhances staff accomplishments and competence by planning delivery of solutions, answering technical and procedural questions for less experienced team members, teaching improved processes, and mentoring team members
- Expands business opportunities by identifying prospects and evaluating their position in the industry and researching and analyzing sales options
- Sells products and services by establishing contact and developing relationships with prospects and recommending solutions
- Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; and recommending profit and service improvements
- Prepares reports and presentations by collecting, analyzing, and summarizing information
- Experienced in handling emails, chats, and calls in a professional and timely manner, while maintaining a high level of customer satisfaction.
Relationship Manager
Weddingz
Mumbai
02.2019 - 07.2020
- In OYO
- Maintain outbound calls, chats, and emails
- Reaching clients with their requirements on time
- Developing sales goals for the team and ensuring they are met Convincing the clients to visit the venue
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Team Leader
Eqace Biz Solutions
Mumbai
06.2018 - 01.2019
- Create an inspiring team environment with an open communication culture
- Delegate tasks and set deadlines & Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members & Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts.
- Recognize high performance and reward accomplishments
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Coached new team members on service techniques and provided scoring through a quality assurance program
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Team Leader
Coherent Global Services
06.2014 - 05.2018
- Managed and responded to a team-leading volume of support tickets by using a combination of email, live chat, and phone calls and chats submitted via email and through support portal
- Monitored team performance and reported on metrics, which helped to increase the team's efficiency by 10% over 6 months
- Improved customer service by reducing customer complaints by 20% by providing training and coaching to staff
- As a team leader, handled team issues by listening and responding to feedback, and resolving any issues or conflicts
- Recognize high performance and reward accomplishments with quarterly team events, including off-site lunches, dinners, and happy hours, resulting in a 15% increase in productivity
- Supervised and trained other employees, making sure they did their job well and were friendly to customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Initiated up-sell techniques to increase sales, boosting sales [30]%
- TechnicalSupportProfessional
- Stream's Global Services
- Identifying hardware and software solutions
- Troubleshooting technical issues,Diagnosing and repairing faults & Resolving network issues.
TechnicalSupportProfessional
Stream's Global Services
Mumbai
03.2013 - 06.2014
- Quickly responded to 100+ customer inquiries a day via phone and email, resulting in the highest customer satisfaction rating in the company
- Taking customers through a series of actions to resolve a problem.
- Supporting the roll-out of new applications.
- Providing support in the form of procedural documentation.
- Managed multiple cases simultaneously through various communication channels, including chats, emails, and calls, ensuring timely and effective resolution of customer issues.
- Testing and evaluating new technologies.
- Upselling of new products to new customers who are interested in specific products, by cross-selling and upselling to existing customers while assisting them with issues.
Education
Some College (No Degree) - English Literature
Mumbai University
ChatGPT Advanced Data Analysis
Vanderbilt University
Certification
- ChatGPT Advanced Data Analysis - Vanderbilt University
- Certified Ethical Hacking - St.Angelo's Institute
Timeline
Strategic Account Manager
eClinicalworks
06.2023 - Current
Customer Success Specialist
MyMuse
09.2022 - Current
Key Account Manager
ImpactGuru
08.2021 - 07.2022
Relationship Manager
Weddingz
02.2019 - 07.2020
Team Leader
Eqace Biz Solutions
06.2018 - 01.2019
Team Leader
Coherent Global Services
06.2014 - 05.2018
TechnicalSupportProfessional
Stream's Global Services
03.2013 - 06.2014
Some College (No Degree) - English Literature
Mumbai University
ChatGPT Advanced Data Analysis
Vanderbilt University
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