Prathik Shetty
Customer Success
Mumbai
Summary
Customer Success Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Innovative and goal-oriented Management professional committed to Customer Success. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through Customer Delight.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Customer Success Specialist
Disprz
5 2023 - Current
- Spearheading seamless SaaS implementation strategies for enterprise B2B accounts in dynamic Indian market
- Orchestrating NPS, ARR, and MRR initiatives to guarantee unparalleled client satisfaction and loyalty
- Lead engaging platform walkthrough sessions & immersive SaaS workshops to empower enterprise clients with advanced skills
- Collaborating closely with product teams and tech developers to deliver tailored SaaS customization services for premium enterprise accounts, ensuring maximum value realization along with Identifying lucrative selling opportunities and surpassing financial targets through strategic upselling
- Managed 15 Mid-size and large Clients with average NPS of 9 and was able to bring up adoption by 20% in whole year
- Achieved increase in 50% of NRR for FY 2023-24
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Offered advice and assistance to customers, paying attention to special needs or wants
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Cultivated customer loyalty, promoted repeat business, and improved sales.
Customer Success Associate
Lynk Global
01.2022 - 05.2023
- 135% of overall targets within first 3 months of induction, Top 3 Specialists for Research Engagement on Leaderboard across India Consulting
- Achieved most successful expert network partnerships in 2022 which unlocked new revenue stream
- Involved in revenue forecasting, key account management, renewals,negotiations and growing team of 4+ people
- Increased regional revenue by 5% in 2022 by leading team of 5 with direct responsibility of their performance and growth
- Develop & execute growth strategy in India & Europe, nurture senior relationships, activate new users, look for new revenue generators avenues, responsible for long-term relationship with major consulting, corporate and investment accounts
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations
- Collaborate with cross-functional team to engage new clients, and transfer first-time EN users into frequent users by providing insightful and value-added service along entire customer journey
- Attract and retain users, collect client feedback, and improve user experience for companies self-developed digital product LYNK Answers, supporting company's transition into unique market positioning
- Conducted industry research to align project needs with subject matter experts across various sectors, including banking, healthcare, FMCG, automotive & IT.
Customer Success Associate
Freight Tiger
11.2020 - 12.2021
- User onboarding, dashboard & module customization, increasing adoption and renewal by using cross/up selling techniques of new Platform features
- Conducted pilots for prospects, fulfilling role of subject matter expert with smooth run through of platform for period of proof of concept agreed upon
- Escalation handling, Weekly customer reviews with C level executives helping customer's stay in sync with new developments, past issues, and future roadblocks
- Business Advisor to clients working towards achieving their business goals and success metrics
- Ability to manage client relationships and expectations
- Led process improvement and problem solving efforts to create standard procedures and escalation policy for customer support team, which resulting in 35% savings on average for all cement customers
- Collaborated with sales and product teams to address customer success objectives
- Conducted periodic user training sessions to support customer understanding and product feature utilization, helped in improving platform adoption by 17%
- Best Practices among cement clients were shared & this helped all customers mitigate bottlenecks & streamline operation issues leading to faster supply chain lifecycle which improved by 5%.
Territory Leader
Ceat
07.2019 - 09.2020
- Increased digital adoption by channel partner & their sales rep's leading to improved manpower efficiency, decrease in service lead time & superior customer experience
- Led team by answering complex customer questions and mentoring personnel one-on-one.
- Improved depth in counters of sub dealers/dealers by guiding DSE's in conveying schemes effectively, resulting in 25% increase in the3rd quarter
- Managed channel partner's quality assurance program, including on-site evaluations, internal audits, customer surveys & also had scheduled BTL activities at partner counters which led to channel partners move their slow moving stock to over 75 retailers & thereby increase sales by 32% annually
- Strategized digital first approach to fleet accounts helping them understand their loss value & untapped opportunities which helped in on-boarding 2 fleet sizes of 1000 vehicles.
Sales & Marketing Executive
WebXpress
12.2015 - 12.2016
- Maintained health of contact database, applied contact management & segmentation strategies to design lead nurturing email campaigns, with social media handles & newsletters used to generate engagement
- Inside sales calls were executed for online lead qualification, requirement gathering, sales demo & end user training
- Built sales and marketing plans for targeted districts within defined territories
- Strengthened internal communication channels between departments fostering a productive work environment conducive to achieving shared goals.
- Improved generation of leads by 50%, inflow of hot leads from south east Asia multiplied 5X which resulted in closing 2 big deals in South east Asia
- Strategically solved issues with customers & always worked towards creating a frictionless buying process for them, thereby increasing user adoption & client satisfaction
- Worked cross functionally to gain more perceptive on client pain points which helped increase sales by 15% over period of 6 months by offering consultation on products & services , applying customer service and upselling/cross selling techniques.
Education
MBA - Marketing
Chetana's Institute of Management & Research - Mumbai
Mumbai 07.2017 - 04.2019
Bachelors in Engineering - Information Technology
Thakur College Of Technology & Research
Mumbai 08.2011 - 06.2015
Skills
Data Analysis
Cross Functional Collaboration
Issue Management
Customer Centric Approach
Strategic Thinking
Adaptability
Data Driven Decision Making
Customer Advocacy
Customer Satisfaction
SaaS Platforms
CRM Software
Analytical Skills
Customer Segmentation
Up Selling/ Cross Selling
Churn Management
Account Planning
Certification
Google Analytics Individual certification-
Timeline
Customer Success Associate
Lynk Global
01.2022 - 05.2023
Customer Success Associate
Freight Tiger
11.2020 - 12.2021
Territory Leader
Ceat
07.2019 - 09.2020
MBA - Marketing
Chetana's Institute of Management & Research - Mumbai
07.2017 - 04.2019
Sales & Marketing Executive
WebXpress
12.2015 - 12.2016
Bachelors in Engineering - Information Technology
Thakur College Of Technology & Research
08.2011 - 06.2015
Customer Success Specialist
Disprz
5 2023 - Current