Maharishi Sharma
Gurugram
Summary
Highly motivated and results-driven Customer Success Manager with 8+ years of experience in driving customer satisfaction, retention, and revenue growth. Skilled in building strong relationships, understanding client needs, and delivering tailored solutions. Proven track record in managing complex accounts, leading cross-functional teams, and implementing scalable customer success strategies.
Overview
11
11
years of professional experience
Work History
Co Founder
Focus in Health Pvt Ltd (FitTatva)
Gurgaon
04.2024 - Current
- Product Development: Led the conception, design, and launch of 3 healthcare products, resulting in 540+ customers within 6 months
- Team Leadership: Built and managed a team of 15 across functions (Operation, Customer support, marketing & sales)
- Website Development: Provide detailed information about the required section in our website www.fittatva.com
- Listing online Marketplaces: List our all 3 products in different marketplaces like Amazon, Flipkart, 1MG, Meesho etc
- Growth & Marketing: Connect more than 100 Plus influences for promoting our products on Instagram & Youtube
- Campaign Management: Create sales & Lead campaign in Meta & google to generate leads for our teams
- Operations & Financial Management: Oversaw company finances, including budgeting and cash flow management, reducing operational costs
- Despite initial traction, the company is not doing good business due to market conditions, funding constraints, etc
Lead
GHV Advance Care Pvt Ltd
Gurgaon
05.2022 - 03.2024
- Manage a portfolio of 110+ enterprise accounts, ensuring a 95% retention rate and increasing upsell revenue by 20% YoY.
- Manage a team of 5 customer success executives
- Manage domestic & international clients
- Develop and execute tailored success plans to achieve customer goals and maximize product adoption.
- Conduct regular business reviews to provide insights on performance metrics and identify growth opportunities.
- Act as the primary point of contact for escalations, resolving issues promptly to maintain high customer satisfaction.
- Collaborate with product and engineering teams to deliver feedback and influence roadmap decisions.
- Implement customer satisfaction programs, resulting in 50+ testimonials.
Key Accounts Manager
Lybrate India Pvt Ltd
Faridabad
09.2017 - 05.2022
- Manager a team of 10 Customer success executives
- Successfully onboarded 100+ mid-market clients (Domestic & International), reducing time-to-value by 30% through streamlined processes.
- Led training sessions and webinars to educate clients on product features and best practices.
- Monitored customer health scores and proactively addressed risks, reducing churn by 15%.
- Partnered with sales teams to identify upsell opportunities, contributing to 35 Lac/quarters in additional revenue.
- Created comprehensive documentation and resources, improving customer self-service capabilities by 25%.
- Facilitate the smooth onboarding process for new customers, guiding them through service setup, training, and adoption
- Manage 150 Key accounts Domestic & International
Operation Analyst
Lybrate India Pvt Ltd
Faridabad
09.2015 - 09.2017
- Managed 50+ SMB accounts, ensuring timely resolution of support tickets and maintaining a 90% satisfaction rate.
- Conducted customer feedback surveys and implemented action plans to address recurring pain points.
- Collaborated with marketing teams to design customer loyalty programs, increasing NPS by 10 points.
- Analyzed usage data to identify underutilized features and provided tailored recommendations to clients.
Subject Matter Expert
Coraza Technologies Pvt Ltd
New Delhi
03.2014 - 09.2015
- Quarterly sales target was 3Lac Rs.
- Generated new business leads through cold calling, email campaigns, and social media outreach.
- Assisted in the development of sales scripts and strategies to enhance lead conversion rates.
- Provided exceptional customer service and support to existing clients, resolving issues promptly and effectively.
- Maintained accurate and up-to-date records of all sales activities in the CRM system.
- Participated in sales training and development programs to enhance skills and knowledge.
Education
MBA - Marketing
ITM University - Gwalior
04.2013
Bachelor of Pharmacy - Pharmacy
Rajiv Gandhi Proudyogiki Vishwavidyalaya - Gwalior
06.2010
Skills
- CRM Tools: Pipedrive, Eagle, Drishti, Zoho CRM
- Analytics Platforms: Google Analytics, Web engage
- Communication Tools: Slack, Zoom, Microsoft Teams
- Project Management: Asana, Zendesk
- Proficient in Microsoft Office Suite and Google Workspace
Accomplishments
- Achieved a 95% customer satisfaction score (CSAT) in 2023 through exceptional account management.
- Spearheaded the development of a customer onboarding program, reducing implementation time by 40%.
- Recognized as "Customer Success Manager of the Year" in 2022 for exceeding retention and revenue targets.
- Played a key role in a company-wide CRM migration, ensuring zero downtime and seamless adoption.
Timeline
Co Founder
Focus in Health Pvt Ltd (FitTatva)
04.2024 - Current
Lead
GHV Advance Care Pvt Ltd
05.2022 - 03.2024
Key Accounts Manager
Lybrate India Pvt Ltd
09.2017 - 05.2022
Operation Analyst
Lybrate India Pvt Ltd
09.2015 - 09.2017
Subject Matter Expert
Coraza Technologies Pvt Ltd
03.2014 - 09.2015
MBA - Marketing
ITM University - Gwalior
Bachelor of Pharmacy - Pharmacy
Rajiv Gandhi Proudyogiki Vishwavidyalaya - Gwalior
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