Nikunj Ved
Customer Success Manager
Ahmedabad
Summary
Proactive and meticulous Customer Success Manager with over 8+ years of experience in SaaS industry. Proficiencies in managing projects, customer relations, onboarding and implementation. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager
WotNot Solutions Pvt. Ltd.
01.2021 - Current
- Organising and managing chatbots projects to assist customers drive their business value.
- Assisted 200+ customers with onboarding and product setup to foster successful adoption and usage.
- Identified and communicated customer needs to product and development teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established strong relationships with 200+ customers to build trust and loyalty, leading to long-term business partnerships.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Championed proactive approach to customer success by identifying potential issues, addressing them early-on in client lifecycle, and preventing churn.
- Created customer support strategies to increase customer retention.
- Led team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Developed data-driven action plans to improve customer outcomes and experiences.
Strategic Account Manager
Tatvic Analytics Pvt. Ltd.
01.2020 - 12.2020
- Managed 10+ customers to review current services and expand sales opportunities.
- Served as primary point of contact for all account-related matters, building trust with key decision makers.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Monitored service after sales and implemented quick and effective problem resolutions.
- Partnered with internal resources to present additional value and expertise to clients.
- Achieved or exceeded company-defined upselling & cross selling quotas.
Senior Strategic Account Manager
Eclinicalworks
12.2016 - 01.2020
- Achieved consistent renewal rates by proactively identifying potential churn risks and implementing appropriate measures.
- Built relationships with 60+ customers and community to promote long term business growth.
- Coordinated resources from various departments to deliver outstanding results for top-tier clientele consistently over time.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Conducted comprehensive account reviews to identify upsell and cross-sell opportunities for further growth.
- Streamlined customer onboarding process, resulting in improved client retention rates.
- Delivered top-notch customer support by addressing technical issues promptly and effectively.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
Marketing Executive
Satvam Nutrifoods Pvt. Ltd.
01.2016 - 12.2016
- Devised content strategy to effectively engage target audiences.
- Increased customer loyalty through the development of tailored loyalty programs and personalized marketing efforts.
- Increased brand awareness by developing and implementing innovative marketing campaigns.
- Oversaw branding and rebranding initiatives.
- Maintained consistency in branding across all print collateral, enhancing overall company image.
- Optimized branding strategy for multiple products, ensuring cohesive presentation across different channels.
Marketing Executive Intern
Grofers India Pvt. Ltd.
01.2015 - 12.2015
- Tracked competitor activities to gain insights and inform future marketing efforts strategically.
- Identified appropriate marketing channels and target customers for campaigns.
- Assisted in budget planning and allocation for all marketing activities, ensuring maximum return on investment.
- Enhanced customer satisfaction by addressing feedback received from surveys or reviews, implementing necessary improvements in the next marketing activities.
- Established partnerships with key influencers in relevant industries, expanding reach through co-marketing activities.
Education
MBA - Marketing
CPIMR
Ahmedabad 04.2001 -
Bachelor of Computer Applications, India - Computers
LJCCA
Ahmedabad, India 04.2001 -
Skills
No-Code Chatbot Development
undefinedTimeline
Senior Customer Success Manager
WotNot Solutions Pvt. Ltd.
01.2021 - Current
Strategic Account Manager
Tatvic Analytics Pvt. Ltd.
01.2020 - 12.2020
Senior Strategic Account Manager
Eclinicalworks
12.2016 - 01.2020
Marketing Executive
Satvam Nutrifoods Pvt. Ltd.
01.2016 - 12.2016
Marketing Executive Intern
Grofers India Pvt. Ltd.
01.2015 - 12.2015
MBA - Marketing
CPIMR
04.2001 -
Bachelor of Computer Applications, India - Computers
LJCCA
04.2001 -
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