Neetika Vegesna

Customer Success Manager - Dec 2022- Present.

Customer Relationship Management: Proactively managed client relationships and developed strategic success plans, achieving 100% customer outreach.

Enhance Client Utilization/Module usage: Created and implemented plans to boost client use of Keka HR modules, aligning products with their policies for greater efficiency.

Product adoption, updates and training: Provided proactive training, updates and refreshers on product features to improve client knowledge and ensure effective product adoption.

Account and Business Reviews: Conducted comprehensive account reviews and quarterly business reviews to align strategies with client objectives.

Renewal Monitoring: Conducted monthly reviews to manage and ensure timely Keka renewals.

Weekly Health Checks: Performed weekly health checks to gauge client needs and strengthen customer relationships.

Churn Reduction: Analyzed churn patterns and implemented strategic plans to minimize client attrition. For example, developed a targeted retention program that reduced churn by 15% over six months.

Upselling and Cross-Selling: Identified and pursued upsell and cross-sell opportunities by engaging with each client individually.

Referral Generation: Proactively sought new referrals from existing clients to expand the client base.

Top Performer: Recognized as a top 10 performer on the organization's leaderboard.

PRODUCT SPECIALIST – June 2022 - Dec 2022

Customer Satisfaction: Attained over 98% CSAT, achieving the highest score within the team.

Resolve Support Issues: Quickly and effectively addressed and resolved all client support queries and tickets.

Escalation Management - Resolved customer inquiries and complaints requiring management-level escalation.

Rapid Advancement: Excelled in the role and became a mentor within 6 months of joining.

Payroll Processing: Experience in UK Payroll Department, managed inputs related to general earnings, deductions, and statutory payments.

Achievements: Successfully led an entire team independently for 7 months, contributing significantly to projects such as P11D, EOY-SOY, Simba Migrations, and the Pre-Trans Checklist.

Training and Mentoring: Provided training and mentorship to employees, fostering skill development and growth.

Associate Engagement – Initiated AE focus group & introduced "Friday Fun" to establish personal connect within the team.