Rabah Khan
Sr. Customer Success Manager
Pune
Summary
I am a dedicated and results-oriented Senior Customer Success Manager with over 10 years of experience in managing customer relationships and driving customer satisfaction. I possess a proven track record of successfully managing large enterprise accounts and delivering exceptional customer service. With a strong understanding of SaaS technology and customer needs, I have the ability to provide innovative solutions to complex problems.
Overview
12
12
years of professional experience
1
1
Language
Work History
Senior Customer Success Manager
07.2022 - Current
- ElectroNeek is a leading global Hyper automation vendor for Managed Service Providers, System Integrators, and IT teams
- Its technology allows bots to run without an RPA license in any environment, increasing the scalability of RPA initiatives and significantly driving down RPA implementation costs
- Handling MSPs ITSPs in the APAC and EMEA region
- Working closely with the Sales team, Product Team, Support team
- Handling accounts across APAC region (India, AUS, Malaysia, Philippines) with the ARR of $850,000
- Manage Accounts from Onboarding to Renewal & be responsible for the Upsell & Cross sell
- Make sure the Customers are achieving their ROI with Electroneek Product and Services
- Conduct Quarterly Business Review meetings (QBRs) about ongoing product usage, account health, upsell, cross-sell, customer trends
- Help improve Product adoption for RPA Services
- Manage and update the Churn Zero and SF CRM and maintain weekly reports, collections and upsell record.
Customer Success Manager
01.2022 - 05.2022
- Partoo is a B2B SaaS company headquartered in Paris that helps local businesses manage their e-reputation by improving their Local SEO
- Handling Enterprise accounts for Partoo, India by helping the customers control their online Image, improve their Local SEO and help them get new customers by improving their online visibility
- Handling accounts across Pan India with approx
- ARR of 1.5Cr INR
- Manage end-to-end customer lifecycle including, onboarding to retention
- Conduct Kick-off calls, product Demo calls, QBRs, and ad-hoc meetings
- Responsible to train the customers on the product to help them be more autonomous
- Work closely with the Sales team to sign up a new deal
- In a short span I was able to Upsell 90% and brought in additional revenue of 10 Lac INR
- Be the product advisor to the customer by sharing the industry best practices, helping with Product adoption
- Be the Single point of contact for the Indian customers, help resolve their escalations and liaison with the Product, Marketing, and Sales team, update the customers on the product road map
- Have a sound working knowledge of CRM tools like Salesforce, Zoho, Jira, and Monday Board.
Partner Care Account Manager
ConnectWise
Mumbai
07.2020 - 07.2021
- Handing ConnectWise Managed Service Provider Partners / Accounts across the US, UK, and European region for any escalations
- Helping CW Partner in using the ConnectWise SaaS products by sharing the best practices
- Help and support LOB teams in improving service delivery quality, client satisfaction, and client references
- Achieve ConnectWise’s client satisfaction survey results of very satisfied
- Handled approx
- 100 accounts with the Approx
- ARR of 80K USD per client
- Develop and maintain strong relationships with each customer by proactively and consistently engaging with them
- Implementing measurements and actions that will improve cost and continuous improvement in quality that will result in value to ConnectWise partner’s business
- Create opportunities for new business and help in Churn control by retaining maximum Partners and expanding their business
- Coordinate with Engineering, Product teams for successful implementations
- Understanding detailed scope of respective contracts to ensure services are being delivered in accordance
- Publish timely Customer Monthly SLA reports
- Conduct Quarterly Business Review meetings (QBRs) about ongoing product usage, account health, upsell, cross-sell, customer trends
Strategic Account Manager
SmartCirqls Infotech Pvt. Ltd
Mumbai
01.2018 - 04.2020
- Working in collaboration with Sales Director directly; working with Splunk, Delivering Operational Intelligence Solutions using big data solutions such as Splunk
- Managing multiple Key Accounts for Splunk products across Pan India
- Retaining existing Customers provide upselling options to generate more revenue and identify new business opportunities within the current client portfolio
- Creating and following a structured way of managing opportunities – first client meeting/solution pitch/ RFP Response/ Presentation Anchoring client visits – from the stage of planning, identifying key participants, reviewing content, planning demos, team discussions, and front-ending the discussion
- Taking Bi-weekly calls and quarterly visits to System Integrators in order to establish and maintain a strong bond and understand their business requirements for Professional Services and grow the revenue pipeline
- Onboard new customers to ensure a smooth handover to the operations teams
- Managing short and medium-term Splunk Professional Services projects and POC from start to end
- Leading an After Sales efforts in building an Enterprise Customer Success Program
- Managing and developing an existing and new client relationship within the full lifecycle of the account by onboarding, ongoing account management, technical troubleshooting, and reporting
- Act as a single point of contact for each customer for any issues and queries and liaison between the business unit and customer on issues relating to the product
- Preparing weekly & annual sales reports, maintaining and submitting records of the business to the Sales Head
- Set goals, plan, and manage ongoing projects
- Manage resources for the upcoming and ongoing projects
Senior Implementation Consultant –Customer
Allscripts India Ltd
Pune
09.2011 - 07.2017
- Managed Allscripts Premier Accounts and supported the End-to-End Customer life cycle for the Healthcare Application for billing (Practice Management) and Clinical (EHR)
- Provided project support, guidance, and implementation oversight for EHR and PM software for medical facilities, Large Hospitals, Doctors, and Clinics for Allscripts Premier Accounts / Hospitals by HIPAA Compliance
- Worked with cross-functional with virtual teams across multiple vendors to coordinate the successful implementation of new services, and business processes
- Approved & implemented the changes as agreed by the clients
- Manage effective communications between key accounts and internal teams
- Created KB Articles and shared best practices, also conducted training and workshops to ensure customers are using the product to the fullest
- Resolve issues and concerns on priority and document every communication on CRM tools like Salesforce, Service Now, & Jira
- Work closely with the product team to ensure the product feedback is documented and share the product roadmap with customers
- Identity Upsell, cross-sell opportunities within the account and met 90% renewal rate.
Education
M.Com -
Pune University
B.Com - undefined
Pune University
I.T. Services Management Fundamentals of Digital Marketing Certified Customer Success Management - undefined
Skills
Key accounts development
Customer Success Program Development
Customer Relations
Strategic communications and Planning
Leadership and Mentoring
Inter-department collaboration
Accomplishments
● Recognized for the maximum number of Client Satisfaction Surveys by the Director for the consecutive years 2014, 15 & 16
● Awarded with the CLEAR (Client Experience, Leadership, Extraordinary People, Aspire and Results) Award for the year 2014 and 2015
● Won an all-paid expense trip to Goa and Europe.
Timeline
Senior Customer Success Manager
07.2022 - Current
Customer Success Manager
01.2022 - 05.2022
Partner Care Account Manager
ConnectWise
07.2020 - 07.2021
Strategic Account Manager
SmartCirqls Infotech Pvt. Ltd
01.2018 - 04.2020
Senior Implementation Consultant –Customer
Allscripts India Ltd
09.2011 - 07.2017
M.Com -
Pune University
B.Com - undefined
Pune University