Kumar Gandherve
Customer Success And Sales
FARIDABAD,HARYANA
Summary
Experienced Customer Success professional bringing 12 years of quality performance in customer support and supervisory roles. Skilled in management of team members to deliver exceptional support and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
2
2
Languages
5
5
years of post-secondary education
12
12
years of professional experience
Work History
Sr. Manager Client Partner
Markets and Markets Research Pvt. Ltd.
Pune , Maharashtra
04.2019 - Current
- Leading team to drive individuals in Europe and USA geographies.
- Strategic account planning to deliver accurate forecasts for retention and churns.
- Planning effective outreach with effective value proposition for backfill of lost accounts.
- Responsible for annual account portfolio worth $1.2 Million.
- Work with cross functional teams to ensure timely delivery.
- Assessed all phases of customer lifecycle, including identifying and recommending opportunities for diversified stakeholders.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Supported market research activities, including metrics and requirements development and risk management.
- Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms.
Sr. Key Account Manager
Campus EAI
Gurgaon, Haryana
04.2018 - 12.2018
- Responsible for renewals (93%) and add-on revenue (800K).
- Successfully implemented ‘Customer Lifecycle Management’.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Consistently achieved top ranking in revenue and profit growth.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Identified new targets, developed new business opportunities and presented product lines to customers.
Customer Success Manager
NCR
Noida, Uttar Pradesh
11.2016 - 03.2018
- Handled annual base of 1500 accounts & annual quota of $600K in upsells
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created strong functional demos for Creative suite products.
- Provided sales forecasts for all product sales opportunities within assigned accounts.
Co-Founder
Tyke Hash
Jaipur, Rajasthan
03.2014 - 11.2016
- Secured USD 400K in seed funds.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Investigated and addressed business development challenges to proactively mitigate problems.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Manage key accounts, including developing sales presentations and promotion initiatives to drive product sales and increase brand awareness.
- Oversaw business-wide changes to modernize procedures and organization.
Product Consultant
CVent India Pvt. Ltd.
Gurgaon, HARYANA
03.2013 - 03.2014
- Responsible for 30 Customer accounts across USA
- Assisted customers with product needs and introduced new store offerings.
- Established long term customer relationships by using effective communication and active listening skills.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised with sales, marketing and management teams to develop solutions
- Effective liaison between customers and internal departments.
Project Manager
P&R Marketing
Jaipur, Rajasthan
02.2009 - 01.2013
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Engaged with customers to effectively build rapport and lasting relationships.
- Worked with sales team to collaboratively reach targets of 3 new logos per month, consistently meeting or exceeding personal quotas.
- Evaluated delivery needs, optimizing strategies to meet customer demands.
Education
MBA - Marketing
ICFAI Business School
Goa 02.2007 - 02.2009
Bachelor of Science - Hospitality
IHM Mumbai
Mumbai 01.2003 - 01.2006
Skills
Customer Success Management
Account Management
Customer Lifecycle MgmtRenewalsService Delivery
Business Development
Inter-department collaboration
Client service optimization
Rapport and Relationship Building
Projects Management
Excellent Communications
Requirements management
Vivid Sales Experience
Meetings (Monthly/ Quarterly)
Accomplishments
- Achievement of QoQ target 2020 despite the COVID 19 Pandemic
- Awarded for turning around customer experience and winning enterprise business with key clients.
- Recognized for completion of renewals for 2018 and 2019 within 6 months.
- Awarded for maximum net new revenue of USD 200K in 3 months
- Awarded ‘Top Contributor’ for 150% quota achievement
- Co-hosted the CSAM training with ‘Performance Accelerators’
- Best PC for Highest NPS in a quarter.
- Promoted to SME for new joiner training
Timeline
Sr. Manager Client Partner
Markets and Markets Research Pvt. Ltd.
04.2019 - Current
Sr. Key Account Manager
Campus EAI
04.2018 - 12.2018
Customer Success Manager
NCR
11.2016 - 03.2018
Co-Founder
Tyke Hash
03.2014 - 11.2016
Product Consultant
CVent India Pvt. Ltd.
03.2013 - 03.2014
Project Manager
P&R Marketing
02.2009 - 01.2013
MBA - Marketing
ICFAI Business School
02.2007 - 02.2009
Bachelor of Science - Hospitality
IHM Mumbai
01.2003 - 01.2006