Mohd Irfan
Lead - Customer Success
Bengaluru
Summary
Results-driven Lead - Customer Success Manager, adept at high-profile account management (Google, Amazon, Walmart, Keells, Raymond, Dmart etc.). Expert in customer-centric strategies, churn reduction, stakeholder management, product enhancement and lifecycle, CRM, Data oriented insights and cross-functional collaboration. Skilled in leadership, team management, and process optimization.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
2
2
Certificates
Work History
Lead - Customer Success
Wooqer (B2B, SaaS)
Bengaluru
06.2024 - Current
- Prominent Customers Under My Portfolio: Raymond, Arvind Fashions, Dmart, VIP Bags, Titan World, Titan Helios, Titan Taneira, Titan Eyeplus, Keells etc
- Managed a portfolio of strategic accounts for MEA and Indian region, maintaining strong relationships and ensuring high levels of satisfaction.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Assisted customers with onboarding and product setup via an onboarding manager to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Played a pivotal role in user adoption efforts by conducting thorough product demonstrations tailored to individual needs and preferences.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Contributed to the growth of the company's client base through active participation in marketing initiatives and promotional events.
Lead - Customer Success
Instahyre (B2B, SaaS)
Bengaluru
9 2021 - 06.2024
- Prominent Customers Under My Portfolio: Google, Amazon (All 5 entities), Walmart Global Tech India, Uber, VMware, Sprinklr, SalesForce, Meesho, MakeMyTrip, Maersk, Freshworks, Epsilon etc
- Customer Centric Attribute: Empathizing with each and every aspect of the customer experience, putting customer's needs first
- Maintaining high levels of customer engagement with a focus on customer satisfaction and loyalty
- Retention Practices and Churn Management: Handled escalations and successfully mitigated churn by promptly addressing customer concerns and delivering effective solutions
- Analytical Optimization: Conducted various analyses, including churn analysis, engagement models, and early churn identification, to optimize customer success strategies and drive proactive interventions
- Customer Empowerment: Coached customers to be experts in using our platform and trained their teams on best practices during onboarding and refresher sessions throughout customer lifecycle
- Customer Engagement and Awareness: Responsible for conducting monthly business review meetings with all of my accounts in order to make the clients aware about their existing usage
- Stakeholder Management: Proactively cultivated and maintained relationships with key stakeholders, including clients, internal teams, and external partners, to ensure alignment with project objectives and foster collaboration
- Team Management Duties: Spearheaded and managing a team of Customer Success Associates, overseeing their day-to-day activities and ensuring alignment with company goals and customer satisfaction objectives
- Provided mentorship and guidance to customer success associates, fostering a culture of continuous improvement and professional development
- CRM Implementation: Helped in implementing TeamGate CRM for the customer success and sales teams, enabling streamlined customer journeys, efficient escalations, and enhanced touchpoints
- Existing Process Optimization: Led process streamlining efforts, resulting in improved customer experiences, reduced churn, and increased customer satisfaction
- Seamless Internal Communication: Collaborated with cross-functional teams, including Sales, Product, and Marketing, to align customer success initiatives with overall company objectives and drive revenue growth
- Upsell & Cross-Sell: Utilized customer analytics and data-driven insights to identify customer trends, pain points, and opportunities for upselling and cross-selling.
Senior Associate - Corporate Operations
Mercer Mettl (B2B, SaaS)
Gurugram
12.2020 - 07.2021
- Educated clients on services and resolved client inquiries related to the platform being their POCs
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
- Sustained Continuous improvement in customer retention as first POCs for the clients
- Also used various CRM tools to answer the clients queries and to communicate the same internally in order to avoid any communication gaps
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Customer Success Manager
Medtrail Technologies (B2B, SaaS)
New Delhi
09.2019 - 12.2020
- Strategies Developed: Developed Operations strategy from ground up, including processes for onboarding new accounts, holding existing accounts, pointers for continuous follow ups with the clients, off boarding an account and streamlined the flow of payments by introducing Nodal account aspect
- Training Duties: Responsible for coordination within internal teams for recruiting and training for new employees that were to be assigned under me
- Revenue Generation Duties: Responsible for driving timely revenue generation mandates from existing clients
- Supervisory Duties: To manage the Tppos (SaaS) and team of 14 people who were assigned to different accounts, under my area of supervision
- Inventory Management Duties: Optimizing the existing inventory and ensuring the timely delivery of the medicines ordered, ensuring correct quantity of medicines ordered so as to ensure that the new order doesnt hamper the already optimized inventory
- Public Relation Duties: Responsible for developing and then maintaining, professional and competent public relation with the client, and comprehensively working to attain the set, objectives of respective accounts.
Education
Master of Business Administration -
Lovely Professional University
Punjab 08.2018 - 05.2020
B.Tech Computer Science Engineering (Hons.) -
Lovely Professional University
Punjab 08.2014 - 05.2018
CBSE - XII -
Navy Children School
Andaman And Nicobar Islands 03.2013 - 05.2014
CBSE - X -
Navy Children School
Andaman And Nicobar Islands 03.2011 - 05.2012
Skills
Project Management
Program Management
Product Enhancements
Data-Oriented
Leadership and Teamwork
Customer Relationship Management
Key Account Management
Business Strategy
Customer Life-cycle Management
Renewals
Account Multi-threading
Customer Service
CRM Software - Hubspot, Team Gate, Freshdesk
Jira Advocacy
Advanced Microsoft Excel
Details
119, Mahadeshwara Nagar, Stage 2, BTM layout, Bengaluru, India, +91-7009747769, irfan.mdoffcial8@gmail.com
Personal Information
- Date of Birth: 01/07/96
- Nationality: Indian
Projects
Bonus Dispensation Analysis, Advanced Excel, Gurgaon, 07/2021, 07/2021, This project focused on analysing the dispensation of Bonus amongst the employees of multiple regions basis their Salary, date of Joining and other pre requisites. Used various aspects of Excel for analysing the data. Global Covid19 Impact, Tableau, Gurgaon, 08/2021, 08/2021, This project focused on identifying the impact of Covid19 globally. It highlighted the number of recovered patients, still recovering patients and number of deaths along with worldwide Covid19 testing analysis.
Certification
Deep Dive in Data Science with AI and ML
Timeline
Lead - Customer Success
Wooqer (B2B, SaaS)
06.2024 - Current
Senior Associate - Corporate Operations
Mercer Mettl (B2B, SaaS)
12.2020 - 07.2021
Deep Dive in Data Science with AI and ML
08-2020
Customer Success Manager
Medtrail Technologies (B2B, SaaS)
09.2019 - 12.2020
NPTEL - Leadership and Organizational Behavior
08-2018
Master of Business Administration -
Lovely Professional University
08.2018 - 05.2020
B.Tech Computer Science Engineering (Hons.) -
Lovely Professional University
08.2014 - 05.2018
CBSE - XII -
Navy Children School
03.2013 - 05.2014
CBSE - X -
Navy Children School
03.2011 - 05.2012
Lead - Customer Success
Instahyre (B2B, SaaS)
9 2021 - 06.2024