Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Koushik BR

Bangalore

Summary

Strategic Customer Success Visionary and Transformative Leader in Engaging Enterprise Clients while Architecting Growth Strategies through Data-Driven Excellence
6+ Years Championing Customer Success Across FMCG, BFSI, and Diverse Verticals.

Former E-commerce & Ad-Tech Alchemist, Crafting Insights for Impactful Decision-Making.

Let's Elevate Customer Experiences and Drive Revenue Growth Together!

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Manager, Customer Success

Lemnisk
12.2021 - Current
  • Owner of $2M+ ARR enterprise accounts in the insurance and banking sector with 0 churn.
  • Proactively Mitigated and conducted Churn risk analysis for all accounts and created strategies to avoid churn.
  • Upsell of $330K which resulted in 100% increase in ARR in a single account in 1 year.
  • Took ownership and Setup App Push as a digital channel from scratch for all customers with relevant documentation, monitoring systems and processes to handle day-day operations.
  • Setup processes to improve delivery rate across various digital channels. Dived Deep to improve performance of campaigns for customers. Notably, Increased delivery rate for Android from 20%-49% and iOS from 24%-63%
  • Strategized and conducted in-person workshops with customers to deliver tangible $ value by increasing the revenue generated Y-o-Y
  • Established strong relationships with CXOs to align various teams like Marketing, Development, Product teams, etc to essentially improve the experience of end customer. This ensured long-term partnerships and repeat business.
  • Handled a team of 3 across CS and delivery, mentored and enabled the team to ensure smooth flow of daily operations.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Actively incorporated feedback shared by customers and delivered product updates in a timely manner. These product updates helped all the customer by saving time (automation of processes) and resulting in quicker GO-LIVE.
  • Adoption of product in an efficient way to provide a 360 Degree visibility on the status or health of the account. Productized updates noted across various accounts resulting in potential upsell for all customers
  • Automated several processes and setup monitoring systems to ensure low down-time of product.
  • Detailed understanding and setting up ON-PREM implementation of systems in the Middle east.
  • In-Depth understanding of Integrations across various digital channels like Email Service Providers -ESP, SMS Service Providers -SSP, App Push, Whatsapp, Website, Social Media, DataBase

Customer Success Manager

Onlinesales.ai
04.2021 - 12.2021
  • Monetize ads spends on ecommerce marketplaces by enabling sellers to run ads/campaigns to increase visibility of their SKUs.
  • Increased revenue generated for a Fashion Brand by 100% Q-o-Q.
  • Share key insights with brands by analyzing seller behavior based on KPIs such as clicks,impressions,product catalog,etc
  • Provide actionable insights related to acquisition, adoption, retention and churn of sellers through MBR,QBR to help brands maintain the marketplace spends.
  • Handling SMM for brands on FB and Google My Business to reach an extended audience.
  • Currently handling a team of 2. Responsible for aligning team with their respective KRAs and guide them to become good Customer success leaders.

Senior Customer Success Manager

Capillary Technology
06.2018 - 03.2021
  • Handled 2 Parent Accounts consisting of over 30+ Exclusive luxury retail brands each, present in 12 different countries with a turnover revenue of $300M annually
  • Increased Product adoption with customers by 300% in a short span of 10 months.
  • Aligned all brand PICs on tailor-made KPI's and setup automated reports to carry out business functions smoothly.
  • Maintained a constant NPS score 9+ with all customers.
  • Pushed all retail customers to move into Ecommerce space as part of product adoption(anywhere commerce) exercise during Covid-19 pandemic in order to curtail losses for our customers and engage with end customer in an efficient manner.
  • Provide valuable insights to brand PICs, CXOs and COOs through Newsletters,MBR, QBR using various segmentation and clustering techniques.
  • Used Data mining techniques like Market Basket Analysis to help brands understand the end customer better and increase sales/campaign revenue.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates
  • Setup multiple loyalty programs for brands in order to increase repeat sales, retention & constant engagement with end customers.
  • Applied & honed problem-solving skills using SQL, python, Excel & Power BI to analyze and resolve issues impacting business operations and goal achievement

Business Analyst

Meredith Corp(Time Inc.)
07.2016 - 06.2018
  • Analyze data from various sources and create relevant dashboards and reports using Excel/VBA providing valuable insights on marketing strategies in order to retain customers
  • Forecast expenditure for future quarters in order to retain existing and new incoming customers thus giving a clear picture on health of its brands
  • Trained & mentored peers on process improvement automation to increase efficiency and save time spent on reports
  • Reviewed marketing department's monthly analysis of customer acquisition data and campaign performance and made recommendations for improvement

Transaction Risk Investigator

Amazon
08.2014 - 03.2016
  • Gained knowledge of Risk Investigation in Ecommerce
  • Analyze orders placed by buyers (customers) on accounts and prevent fraudulent activities and Enhanced Customer experience by maintaining 98.5%+ accuracy.
  • Analyze data using excel and SQL to identify MO's to ensure safety and security of customers
  • Trained & Mentored investigators on queues for better results
  • Started a project in Amazon to reduce the amount of time spent on calls by 1 hour/investigator/per day and achieve accurate results.

Education

Bachelor of Technology - Information Science & Engineering

New Horizon College of Engineering
Bangalore

Skills

  • Tools: SQL, Excel, Power BI, Python, Google Analytics, Jira, Asana
  • Domain: Customer Success, Strategy, Marketing, Customer relationship, Business analytics, Business reviews
  • Integrations: Email Service Providers -ESP, SMS Service Providers -SSP, App Push, Whatsapp, Website, Social Media, DataBase
  • Management: Internal and external Stakeholders collaboration, Expectation setting, Time, Delivery and performance

Accomplishments

    Amazon Project - FLAG

  • Started a project in Amazon to analyze data with MS Excel and SQL to identify MO's by using certain values present in different internal tools
  • These values combined together to provide a generic formula, gave a better understanding of such MO's
  • In Short, this project was created to save time and money spent on investigating such patterns and prevent loss to company and thus providing an excellent customer centricity

Certification

  • Become a Blockchain Expert 1 - May'21

Timeline

Senior Manager, Customer Success

Lemnisk
12.2021 - Current

Customer Success Manager

Onlinesales.ai
04.2021 - 12.2021

Senior Customer Success Manager

Capillary Technology
06.2018 - 03.2021

Business Analyst

Meredith Corp(Time Inc.)
07.2016 - 06.2018

Transaction Risk Investigator

Amazon
08.2014 - 03.2016

Bachelor of Technology - Information Science & Engineering

New Horizon College of Engineering

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