Pankaj Kumar
Ranchi
Summary
Results-driven Key Account Manager known for unparalleled productivity and efficient task completion. Possess strong skills in strategic account planning, negotiation, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring success in managing key accounts and fostering long-term business partnerships.
Also possess years of experience in varied business domains and exposure in IT/Technical Support/Desktop Support and Service Desk Operations. Expertise in handling life cycle of incidents as per ITIL framework and in planning and managing the operational activities of IT Service Desk Expertise in managing SLA including reviewing, updating and communicating the agreements with a multi-sector, multi-national and multi-cultural audience Flexible, positive and responsive to change with excellent customer service skills. Solid understanding and experience in Incident Management processes. Extensive knowledge of desktop and technology platforms, Application Support, Windows, Active Directory, MS Exchange, VPN, Office 365 Admin Centre and MS office. Knowledge of Software Testing and Java.
Overview
12
12
years of professional experience
Work History
Key Account Manager
ACCELQ
Hyderabad
04.2021 - Current
- Collaborated with the Director of Sales to craft business development plans that align with revenue goals.
- Developed and implemented key account plans to meet customer needs and increase company profitability.
- Identified new opportunities for growth within existing accounts, as well as potential new customers.
- Managed the relationship between internal teams and external customers.
- Collaborated with sales team members to develop solutions tailored to customer needs.
- Maintained a deep understanding of client products and services in order to effectively promote them.
- Monitored competitive activities within assigned accounts and communicated findings to management.
- Analyzed market trends, customer feedback, pricing strategies. to recommend changes in product offerings or services.
- Coordinated cross-functional teams for successful execution of projects related to large scale accounts.
- Sought out opportunities for upselling additional products or services to existing customers.
- Created presentations for key stakeholders regarding progress updates or proposals for new initiatives.
- Established strong relationships with clients through regular communication and follow-up activities.
- Implemented processes that increased operational efficiency while maintaining quality standards.
- Provided training sessions for customers on how best utilize the company's products or services.
- Performed financial analyses of customer data in order to identify areas of improvement or cost savings.
- Conducted research into market conditions, competitor strategies., in order to inform strategic decisions.
- Identified new business opportunities and leads for key clients.
- Utilized sales data and client feedback to improve organizational strategies.
- Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
- Led quarterly and annual planning meetings with key accounts to align business goals and strategies.
- Participated in industry events and conferences to stay informed on market trends and build network with potential key accounts.
- Utilized CRM tools to analyze key account data and generate reports for internal and external stakeholders.
- Collaborated with cross-functional teams to ensure the delivery of high-quality solutions tailored to client needs.
- Provided input into product development and marketing strategies based on key account feedback and requirements.
- Managed account portfolios, keeping detailed records of account activities, transactions, and progress.
- Achieved and exceeded sales targets for key accounts through effective planning and execution.
- Developed and implemented strategic plans to maintain and grow key accounts, enhancing customer satisfaction and loyalty.
- Advocated for key account needs and priorities within the organization to ensure they are met in a timely and satisfactory manner.
- Developed customized presentations and proposals to meet the specific needs of key accounts.
- Facilitated training sessions for key accounts on product features, benefits, and best practices.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Reduced process lags by training employees on best practices and protocols.
- Maximized sales by keeping areas tidy, fully stocked and correctly priced.
- Recruited, hired and trained new hires to optimize profitability.
Sr. Technical Support Associate
Qentelli Solutions Pvt Ltd
07.2019 - Current
- Providing L1 & L2 Tech support to users over call, email and chat globally
- Taking ownership of customer issues reported and seeing problems through to resolution
- Research and identify solutions to software and hardware issues
- Access to AD min has been granted to perform User account activities
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Configuring and troubleshooting requests & incidents related to VPN based on user requests
- Troubleshoot issues related to Software applications, OS related, Virus, Shared drives, VPN, Printers and Mobile devices over call and remote access
- Properly escalate unresolved issues to appropriate internal teams (e.g
- Network related)
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Sr. Technical Support Associate
Tech. Mahindra Ltd.
12.2018 - 06.2019
- Provide Tier 1 & Tier 2 support to users who work from Offshore and Onshore Location Globally under 24/7 Environment for Tech Mahindra users
- Interact with users globally (US, Europe and India) via Call and Email
- Troubleshoot issues related to Software applications, OS related, Virus, Shared drives, VPN, Printers and Mobile devices over call and remote access
- Install, configure and maintain software applications, operating systems, administration and network monitoring
- Configuring Exchange email on Mobile devices like I-phone and Android
- Monitored Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible
- Followed-up on support issues with customers to ensure that problems are resolved and customer service is improved
Sr. Technical Support Associate
Amazon Development Centre India
11.2014 - 11.2018
- Install, upgrade, support and troubleshoot Windows 7/8/10 and Office365 and any other authorized desktop applications
- Provide access to users related to Shared drives, printers, scanners etc
- Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
- Providing technical resolution for Amazon products like Alexa, Kindle Fire, Paperwhite, FireTv and also the Applications
- Providing resolution to customers of North America and United Kingdom over the call for any concerns related to order issues
- Troubleshooting network connectivity in a LAN/WAN environment
- Responding to Emails and tickets which end user creates regarding Issue or Request
Senior Technical Consultant
Tech Mahindra
Hyderabad
07.2012 - 10.2014
Skills
- Outbound Prospecting
- Social Selling
- Lead Qualification
- Account Based Marketing (Good at finding opportunities with Fortune 500 Companies, Federal Agencies and State Governments)
- Sales Development Enablement
- Market Research (Customer Profiling)
- Customer Success
- Training
- People Mangement
- Strategic Account Development
- Sales program creation
- Key Account Management
- Client Relationship Building
- Account Management
- Proficient in [Software testing, Azure Management, IT support, Network adminstration,Server Mangement]
- Lead Generation
- Business Development
- Account development
- Account strategy
- Account presentations
- Revenue Generation
- Client Needs Assessment
- Sales tactics
- Sales Quota Achievement
- Customer rapport
- Cross-Functional Collaboration
- Data-driven decision-making
- Relationship selling
- Sales Lifecycle Management
- Business strategies
Professional Highlights
- Won multiple Federal and State government accounts and helped my comoany expand in those organizations. I won US Federal Reserve( All 13 Units), US Department of State, US Airforce, Virginia State Police Department, Clark County, Michigan State Senate, DC gov, Ohio Department of Disabilities,California Department of Consumer Affairs.
- Being one of the 3 founding member of Sales Team, I have helped my organization grow from a revenue of 2 Million USD to 80 Million USD in last 4 years.
- Won multiple accounts from Fortune 500 list like Cigna Healthcare, Nvidia, EBay, Mastercard, M&T bank, Black Knight Financials (now ICE) , Pitney Bowes, Raytheon Technologies, ABSA group, Thrivent, Global Payments( TSYS)
- Won multiple mid size accounts like Constellation Software, Vana Software, YPO, etc
- Won Best Employee of the Year award for 2022 and 2023.
Education
- Btech DropOut from JNTU Hyderabad after 2nd Year
- 12th from Delhi Public School Ranchi
Languages
- English
- Hindi
Personal Information
- Father's Name: Kamal Kumar Singh
- Date of Birth: 08/16/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient
C2
Hindi
Advanced
C1
Disclaimer
I hereby declare that the above furnished details are fully true to the best of my knowledge and belief.
Timeline
Key Account Manager
ACCELQ
04.2021 - Current
Sr. Technical Support Associate
Qentelli Solutions Pvt Ltd
07.2019 - Current
Sr. Technical Support Associate
Tech. Mahindra Ltd.
12.2018 - 06.2019
Sr. Technical Support Associate
Amazon Development Centre India
11.2014 - 11.2018
Senior Technical Consultant
Tech Mahindra
07.2012 - 10.2014