Makarand Chandaiker

● Manage and grow customer's lifetime revenue potential by creating a shared vision and roadmap for success
● Provide customers with success blueprints, service plans, and business roadmaps that outline their critical success factors, metrics for success, and potential issues, as well as provide recommendations.
● Define and optimize the customer lifecycle, map the customer journey, develop listening points, and create standardized interventions for each point in the journey.
● Communicate with major clients regularly and respond to specific queries
● Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience.
● Drive adoption and usage of products and features across multiple business units, teams, and markets.
● Developing efficient and effective management plans for clients, including QBRs, renewals, and upsells.

• On-boarding customers to the Spendflo platform
• Providing usage training to the customers
• Driving platform adoption and consumption
• Create strategic plans for periodic check-ins, executive and quarterly business reviews
• Finding expansion opportunities- cross-sell & up-sells
• Drive customer relation and loyalty
• Preventing customer churn and attaining timely renewals.

• Have frequent communications with the customers
• Analyzing the business use cases and planning for features accordingly
• Derive and analyze client's organizational hierarchy to identify new business opportunities
• Understanding new pipeline requirements from existing customers
• Own end to end product delivery for both front end and back end
• Analyze the market trend and create custom pricing for the product and its features.

• Drafted, implemented and executed strategic account plans at both group and account levels and updating on a quarterly basis; prepared and presented quarterly, half yearly and annual business reviews to clients' corporate leadership teams
• Promoted solutions across the entire account portfolio; acted as an efficient coordinator between external & internal teams to align and deliver customer centric products and services
• Authorized Sprinklr enterprise customers to improve customers' digital experiences and achieve business objectives through the adoption of Sprinklr platform
• Met the clients' needs related to services, support, product management & executive alignment
• Managed and tracked Key Performance Indicators (KPIs) in Gainsight including renewal and expansion commitments to ensure exceptional, predictable results
• Provided advice to clients with a focus on client experience through building collaborative internal and external relationships.

• Managed end-to-end sales cycle while establishing relationship with the customer to achieve and expand customer goals resulting in upselling and cross-selling
• Drove product adoption, and program managing escalations thereby ensuring retention and long-term satisfaction; interfaced with key Influencers (CXO/CIO/CFO) for new accounts; connected with customers about their IT environment like IT Infrastructure, Cloud Back up, SNMP Devices/ Network Devices, Endpoints, Scripting, Auditing, Remote Control & Network Discovery
• Negotiated about the pricing queries of the prospect & documented every aspect of the sales cycle in Salesforce- from qualification till closure.

• Determined areas of improvement in customer service by maintaining regular contact with customers across various communication channels by monitoring customer satisfaction reports & trends and thorough analysis of KPIs (productivity, SLA, churn, customer satisfaction)
• Devised strategies for retention and churn management, thereby ensuring minimal revenue erosion & retention of high revenue customers
• Administered entire Sales Cycle right from partnering and Oracle specific marketing initiatives, till closing the deal along with post sales cycle of Migration, Royalty Reporting, and License Assignment
• Formed Strategic Partnership between (Enterprise, National, Emerging level) ISV/ OEMs and Oracle
• Executed technology licensing (Oracle Cloud, Middleware, Database product family) discussions with both internal and external stakeholders
• Supported Oracle Partners in positioning their offers as total solution to their customers around Oracle Reference Architecture (Hosting, Bundling and Embedding Oracle Technology).

• Contacted potential sponsors over call and persuaded them to be a partner with the company for the elite projects
• Presented and described the benefits of the projects to the clients and ensured their participation
• Collected information about the clients, documented it and maintained a contact database of potential clients.