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
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
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