Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nikhil Phatak

Nikhil Phatak

Customer Success Manager
Mumbai

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

7
7
years of professional experience
5
5
years of post-secondary education

Work History

Customer Success Manager

Dess Technologies Pvt Ltd
Mumbai
12.2021 - Current
  • Handling a team of Customer Success Associates and managing a portfolio of 250+ accounts.
  • Working with major groups in India like Tata, Birla, GMR, K Raheja Corp., etc
  • Closely working with C-level executives and dealing with the board of directors of the various leading boards in India.
  • Handled serious escalations to lower or maintain the lowest possible churn rate.
  • Working on cross-sell and up-sell opportunities for existing revenue enhancement.
  • Closely working with the accounts team for outstanding payment collection
  • Undergone hardcore negotiations with the unpaid accounts on debt recovery
  • Closely work with the internal teams to bridge the gap between the client requirements and the actual delivery.
  • Attended major events and represented the Dess Digital Meetings tool.
  • Closely working with the MD of the company on leveraging associations with various high-profile individuals and partners.
  • Led process improvement and problem-solving efforts to create standard procedures for the team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Collecting client testimonials and references.

Team Leader- Client Servicing Dept.

Crimson Interactive Pvt Ltd
Mumbai
02.2017 - 11.2021
  • Title :- Team Leader-(Client Servicing Dept)- Jul-19 to Nov-21
  • Appointed as Team Leader for China and Taiwan. China being the Tier-1 region
  • Worked as a single point of contact for the China region and was accountable for all CS-related activities.
  • Led a team size of around 8–10 Indian employees along with 4-5 off-shore employees
  • Held responsible for B2C as well as B2B accounts of China, closely monitored the performance of these accounts by doing a periodic analysis and shared the same with Sales members.
  • Closely worked with other depts. such as Project Management, Sales, Quality, Payments, Accounts, Marketing and IT/Technology for various projects and B2B onboarding.
  • Responsible for smooth B2B onboarding until the account is live with a successful resolution of all the technical queries in the process.
  • Handled team consultations and escalations on a daily basis.
  • Shared quarterly and yearly feedback with the team members on their performance.
  • Closely worked with the AGM and VP for the region's growth.
  • Used to maintain weekly and monthly KPI data for the team and present it to the managers.
  • Introduced and implemented an employee engagement tool at the company level. This tool has been used by all the employees throughout the organization.


  • Title :- Senior Business Associate Global Operations (Client Servicing Dept)- Jul-18 to Jun-19
  • Assisted the clients from Asia and the rest of the global regions in providing quotations and handling live queries and requests related to the services via email and phone.
  • Undertaken follow-ups with Brazil and Germany clients for non-confirmed editing inquiries via emails and calls. I have converted many high-volume inquiries over the calls.
  • Made extensive CS Training module for all the new comers in CS dept.
  • Assisted the team leader in various non-operational tasks.
  • Maintained monthly reports of Key Global Publisher clients and used to share them with the VP of the company.


  • Title :- Business Associate Global Operations (Client Servicing Dept)- Feb-17 to Jun-18
  • Handled Asian and global clients with all operational needs, from sharing quotations to follow-ups to handling complaints.

Education

MBA - Marketing And HR

Oriental School of Business
Vashi
06.2015 - 06.2017

Bachelor of Arts - Mass Media

M. D College, Parel
Parel
06.2012 - 04.2015

Skills

    Key accounts development

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Accomplishments

  • Business Trip to China (Nov' 19to Jan' 20)
  • T-Square Member (2019)
  • Best Performance Beyond the Defined Role (2019)
  • Client Conversion Champion (2018)
  • Team Player of the Month (Oct'17)

Timeline

Customer Success Manager

Dess Technologies Pvt Ltd
12.2021 - Current

Team Leader- Client Servicing Dept.

Crimson Interactive Pvt Ltd
02.2017 - 11.2021

MBA - Marketing And HR

Oriental School of Business
06.2015 - 06.2017

Bachelor of Arts - Mass Media

M. D College, Parel
06.2012 - 04.2015
Nikhil PhatakCustomer Success Manager