Mohammad Affan
Account Manager |Solution Consultant | Customer Success
Bengaluru,Karnataka
Summary
Strategic, Competent, Solution driven with 9+ years of experience in Customer Success, Sales, Renewal, Retention, and Customer Engagement/Relationship management.
Expertise in ideating, and refining new/existing business processes. Seeking an opportunity to leverage my experience and skills to enhance the face of customer success through strengthening the company-client relationship and driving growth through adoption & innovation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Manager
Kaseya
08.2023 - 04.2024
- Managed and cultivated relationships with a portfolio of 60 accounts in the North American market.
- Developed and executed strategic account plans to drive growth, retention, and customer satisfaction.
- Identified opportunities for upselling and cross-selling Kaseya's products and services to existing clients.
- Acted as the primary point of contact for clients, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction.
- Collaborated with internal teams to ensure timely delivery of solutions and resolution of client concerns.
- Conducted regular business reviews with clients to assess performance, identify areas for improvement, and showcase the value of Kaseya's offerings.
- Proactively monitored account health, identified risks, and implemented mitigation strategies to prevent churn.
- Provided product demonstrations, training sessions, and educational resources to clients to drive adoption and maximize value.
- Stayed informed about industry trends, competitor activities, and market developments to identify new business opportunities and maintain a competitive edge.
- Achieved sales targets and KPIs while maintaining a customer-centric approach.
Customer Success Manager
Adobe Inc.
06.2018 - 01.2023
- Complete Life Cycle Management of accounts (deployment, onboarding, nurture, growth, and retention) on existing client base
- Devised strategies for growth and expansion of key accounts
- Designed and executed campaigns for maximizing outreach and account coverage
- Collaborated with cross-functional teams to translate business needs and product requirements into new solutions for clients
- Trusted with a book of business of 15-20 million USD every quarter
- Responsible for hiring, mentoring/onboarding team members and working as their solution consultant for high-value customers
- Preparing quarterly business reviews (QBRs) for internal stakeholders to discuss key business drivers
- Helped increase renewal rate by 10% (91%) in FY-2021 through proactively managing customer relationships by creating appropriate CTAs and risk alerts in the CRM
- Introduced changes to the client onboarding process, reducing the cycle from 90 to 60 days
- Developed and conducted product training, webinars, and demos for customers (individuals and businesses), receiving 95% positive feedback, resulting in increased growth and adoption.
Territory Account Manager
Adobe Inc.
06.2015 - 06.2018
- Account Planning, opportunity identification, upsell, and upgrading potential customers to generate revenue within the assigned region and accounts
- Maintain relationships with key decision-makers and influencers for the growth of the account
- Implemented business marketing strategies and creative approaches to bring in consistent business and expand territory.
Account Development Manager
Adobe Inc.
05.2013 - 06.2015
- Generating revenue from leads and self-research
- Acquire new customers/accounts through effective customer service and powerful cold-calling scripts.
- Qualified leads to opportunities from existing user base, to generate revenue from cross sell and upsell.
Assistant Manager - Sales
Wizards Inn
01.2011 - 06.2012
- Assisted in hiring, training, and mentoring new hires.
- Monitor and evaluate team performance, providing feedback and development opportunities.
- Support the development and execution of sales strategies to achieve organizational goals.
- Collaborate with the Sales Manager to set sales targets, monitor progress, and adjust tactics as necessary.
Education
Master of Science in Business (MBA - Sales & Marketing) -
Stratford University
06.2019
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Client Relationship Management
- Strategic Planning
- Goals and performance
- Account development
Awards
- Special recognition for strategy building. (Adobe Inc.)
- Annual Sales Achievement Award (2015-2021) (Adobe Inc.)
- First MVP of the Quarter and multiple quarterly recognitions. (Adobe Inc.)
- Recognized for handling department-level client escalation(s) by VP & CEO. (Adobe Inc.)
- Successfully spearheaded and setup multiple pilot projects:
- EMEA Sales Team
- Education Account Management Team
- Mid Market Customer Success Team (Adobe Inc.)
Certification
- Diploma in Computer Applications
- Digital Marketing
- Artificial Intelligence
Hobbies and Interests
- Music
- Sports
- Food & Travel
Languages
English
Hindi
Urdu
Arabic
Kashmiri
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
401k matchStock Options / Equity / Profit SharingCareer advancementWork-life balanceCompany CultureTimeline
Account Manager
Kaseya
08.2023 - 04.2024
Customer Success Manager
Adobe Inc.
06.2018 - 01.2023
Territory Account Manager
Adobe Inc.
06.2015 - 06.2018
Account Development Manager
Adobe Inc.
05.2013 - 06.2015
Assistant Manager - Sales
Wizards Inn
01.2011 - 06.2012
Master of Science in Business (MBA - Sales & Marketing) -
Stratford University
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