Nikhil Gokhale
Customer Success Manager
Dombivli
Summary
Seasoned Customer Success Professional offering 7 years of related experience, results-driven approach and dedication to achieve remarkable client results. Leads routine operations and special projects for new and established customers. Achievements include developing, revamping and strengthening campaigns to drive revenue growth.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Senior Growth Strategist
Leegality
Mumbai
7 2021 - Current
- Managed portfolio of very important clientele ( Top 50 in terms of revenue of NBFCs, Banks and Microfinance Institutions, maintaining strong relationships and ensuring high levels of satisfaction
- Facilitated successful renewals (GRR of over INR 40 Lakhs every quarter) through diligent relationship management and proactive issue resolution. Average Escalation Percentage for Renewals was 12.45% for single year renewals and 5.4% for Multi Year Renewals
- Identified upsell opportunities through frequent client interactions like Quarterly Business Reviews, regular health checks.
- Generated upsell revenue of over INR 1 Cr of NRR over last 2.5 years. Generated revenue worth 50 L with CSQLs through client referrals.
- Was successful in getting client testimonials and case studies from clients such as HDFC Limited, Icici Lombard, Tata Capital, Federal Bank.
- Extensive Experience in working and resolving technical queries on API integrations on various LOS, LMS, HRMS software products like Craft Silicon, Darwinbox, Salesforce etc)
- Handled Implementation of multiple top 50 revenue potential clients such as Razorpay, Satin Credit Care, Yes Bank, 5 Paisa etc. Average go-live timeline was 30 days.
- Analysed customer feedback to identify areas for improvement, leading to enhanced product offerings
- Designated Product specialist and Sector Expert for NBFCs and Microfinance sectors
- Mentored junior team members, fostering professional growth and development while reinforcing positive work environment.
Implementation Manager
Shipmnts
Ahmedabad
08.2019 - 07.2021
- Involved in implementation of Shipmnts.com as a SaaS product across 25 customers
- Managed 5 US based clients and has successfully managed the implementation of the software
- Acted as a SPOC for the clients in the company
- Responsible for interacting with senior management of the customer
- Understanding their objectives and coming up with the strategy to achieve those objectives
- Identifying the needs of the client and also identifying potential road blocks in the implementation process and finding ways of avoiding those roadblocks
- Other responsibilities include identifying cross-selling and upselling opportunities for the company
- Constant interaction with multiple teams both internal and external in order to achieve goals in terms of Implementation and Customer Success.
Account Manager
Evincea
Pune
08.2018 - 08.2019
- Responsible for creating pipeline of clients for another product for Evincea
- Responsible for bringing in acquiring new clients for the company and also managing existing clients
- Managed small team of 3 members
- Responsible for client relations, managing escalations etc.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments
Key Account Manager
Happay - Expense Management Solution for Businesses
Mumbai
03.2017 - 06.2018
- End-to-end service delivery and management of tailor-made SaaS product for Enterprises through pre-sales consultation, requirement elicitation, implementation, and engagement
- SPOC for a portfolio of over 140 domestic and International organizations for implementation and cross-functional process management
- End to End Implementation of Happay with almost 100 clients from Requirement gathering to Go- live to Renewals.
- Consultation to enhance client's existing expense reporting model to help them achieve time bound reporting, budget & audit compliance, policy enforcement and business intelligence
- Responsibilities also included relationship building to drive business growth for upselling and cross-selling, invoice recovery and reporting key metrics
- Key member of the regional team for change management & process enhancement initiatives.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives. Achieved Upsell revenue of 10 L through additonal Subscription and Transactional Revenues.
Education
Marketing | Master of Business Administration - MBA - Marketing
Institute of Management Technology, Nagpur
Nagpur 06.2015 - 03.2017
International Hospitality Management -
Queen Margaret University
Edinburgh 06.2009 - 03.2012
Skills
Client Relationship
Customer Success
Project Management
Renewals and Revenue Generation
Consultative Selling
API Integrations
Churn Management
Customer Onboarding
Process Improvement
Attention to Detail
Timeline
Implementation Manager
Shipmnts
08.2019 - 07.2021
Account Manager
Evincea
08.2018 - 08.2019
Key Account Manager
Happay - Expense Management Solution for Businesses
03.2017 - 06.2018
Marketing | Master of Business Administration - MBA - Marketing
Institute of Management Technology, Nagpur
06.2015 - 03.2017
International Hospitality Management -
Queen Margaret University
06.2009 - 03.2012
Senior Growth Strategist
Leegality
7 2021 - Current
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