NIKHIL KUMAR
Bengaluru,Karnataka
Summary
Experienced and dynamic professional with a solid track record of over 10 years in various roles, including Customer Success Manager. Recognized for proven expertise in client relations, upselling, and churn reduction. Consistently drive customer satisfaction and contribute to business growth. Focus on building strong relationships and understanding customer needs. Adept at identifying upselling opportunities and implementing churn reduction strategies. Committed to delivering exceptional service and fostering long-term partnerships. Dedicated to ensuring the success of customers and the organization.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
ROAM MOBILITY PRIVATE LIMITED
03.2018 - Current
- Company Overview: Acquired by Echo Analytics, France
- Built strong client relationships through proactive communication and issue resolution
- Successfully upsold key accounts, increasing their revenue contributions significantly
- Conducted manual and API testing to ensure product reliability and performance
- Collaborated with cross-functional teams to prioritize client-reported issues
- Resolved complex customer issues by collaborating with cross-functional teams, improving first-time resolution rates by 40%
- Managed a client portfolio, facilitating a 25% increase in upsell opportunities through proactive engagement and needs analysis
- Crafted comprehensive documentation for internal and external use, reducing resolution times by 15% for common issues
- Proactively engaged with customers, driving product adoption and creating a 30% boost in user engagement metrics
- Streamlined reporting processes for customer issues, resulting in an operational efficiency improvement of 20%
- Acquired by Echo Analytics, France
QA Engineer
Quikr India Private Limited
03.2016 - 02.2018
- Performed comprehensive testing for mobile and web applications
- Utilized Jira for issue tracking and prioritization
- Executed test cases and captured crash logs using LogCat
QA Engineer
commonfloor.com
01.2015 - 03.2016
- Writing test cases for Android and iOS application
- Reviewed and executed test cases for Android applications
- Conducted API testing and log analysis for performance optimization
QA Engineer
Opcord Consultancy Services Pvt. Ltd
11.2012 - 01.2015
- Company Overview: It is an android application in which is based on the concept of car pooling
- We believe that each one of us travels every day for some reason and at any point of time, more than one person might be going from same source to same destination
- It is an attempt to help them in connecting with each other
- This software is designed and developed to reduce cost of travel by sharing cabs / cars / vehicles, enjoy the togetherness with friends / others (by traveling together), reduce fuel consumption (Go Green), reduce traffic on roads (by utilizing full capacity of each vehicle), and keep ourselves safe & secure
- It is an android application in which is based on the concept of car pooling
- We believe that each one of us travels every day for some reason and at any point of time, more than one person might be going from same source to same destination
- It is an attempt to help them in connecting with each other
- This software is designed and developed to reduce cost of travel by sharing cabs / cars / vehicles, enjoy the togetherness with friends / others (by traveling together), reduce fuel consumption (Go Green), reduce traffic on roads (by utilizing full capacity of each vehicle), and keep ourselves safe & secure
Education
B.E. -
New Horizon
Bengaluru, India01-2012
Skills
- Hubspot
- Notion
- Stripe Payment
- Gong Recorder
- Jira
- Charles Proxy
- JMeter
- Postman
- MySQL
- MongoDB Compass
- Agile
- Sprint Planning
- Data-Driven Analysis
- Manual Testing
- API Testing
- Log Analysis
- Report analysis
- Negotiation
- Customer retention
- CRM software
- Customer advocacy
- Customer onboarding
Accomplishments
- Delivered 10x revenue growth for major clients through strategic upselling.
- Mentored and managed teams of over 10 members, fostering innovation and self-driven growth.
- Streamlined customer onboarding and troubleshooting processes, resulting in enhanced customer satisfaction.
- Played a pivotal role in ensuring product quality for high-profile applications, leveraging technical expertise and problem-solving skills.
Personal Information
Date of Birth: 06/19/90
Timeline
Customer Success Manager
ROAM MOBILITY PRIVATE LIMITED
03.2018 - Current
QA Engineer
Quikr India Private Limited
03.2016 - 02.2018
QA Engineer
commonfloor.com
01.2015 - 03.2016
QA Engineer
Opcord Consultancy Services Pvt. Ltd
11.2012 - 01.2015
B.E. -
New Horizon
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