Rahul Nair
Bangalore
Summary
Dynamic Customer Success Manager with a proven track record at Khoros, excelling in stakeholder management and customer retention. Expert in developing strategies that enhance client satisfaction, achieving 130% net revenue retention. Passionate about fostering relationships and advocating for customer needs while leveraging data-driven insights to drive success.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Khoros
Bangalore (Remote)
10.2023 - Current
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure satisfaction and engagement.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Developed and executed customer success strategies to increase retention rates.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Coached team members on best practices for delivering exceptional customer experiences.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
Customer Success Specialist
Azuga Telematics
08.2022 - 10.2023
- Facilitated customer onboarding for telematics solutions to enhance user experience.
- Collected and analyzed customer feedback, implementing process changes to exceed satisfaction goals.
- Collaborated with cross-functional teams to swiftly resolve client issues.
- Cultivated strong relationships with customers, ensuring positive experiences and retention.
- Achieved 130% net revenue retention quarterly through effective relationship management.
- Conducted quarterly review meetings to assess performance and strategize improvements.
Customer Success Manager(Team Leader)
AMPL Ventures
08.2019 - 07.2022
- Implemented strategies to enhance customer satisfaction by addressing needs and resolving concerns.
- Collaborated with external parties to resolve discrepancies and develop effective solutions.
- Managed vendor communications regarding backorder status, inventory, and special orders.
- Conducted follow-up outreach to customers post-sale, promoting additional services or products.
- Trained new personnel on company operations, policies, and service offerings.
- Developed and maintained databases for efficient management of customer data.
- Recruited high-performing individuals to strengthen departmental talent and capabilities.
Customer Service Executive
Accenture
07.2017 - 07.2019
- Voice Process)
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction
- Asked open-ended questions and researched issues in the system to resolve various customer billing errors
- Responded to customer requests for products, services, and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Recommended products to customers, thoroughly explaining details
- Answered product and service questions, suggesting other offerings to attract potential customers.
Consultant
Sutherland Global Services
03.2016 - 04.2017
- (US Voice Process)
- Installed system updates to address vulnerabilities and reduce security issues
- Troubleshoot systems comprised of security alarms and Internet connectivity.Scanned with OKEN Scanner2019-07-,
- Recommended technology upgrades to improve client security
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Education
Bachelor of Arts - English
Indira Gandhi Nation Open University
Higher Secondary In Commerce -
PDC (Thrissur)
Skills
- Stakeholder management
- Customer advocacy
- Strategic communications
- Strategic planning
- Customer account management
- Customer retention
Current Role
Customer Success Manager
Timeline
Customer Success Manager
Khoros
10.2023 - Current
Customer Success Specialist
Azuga Telematics
08.2022 - 10.2023
Customer Success Manager(Team Leader)
AMPL Ventures
08.2019 - 07.2022
Customer Service Executive
Accenture
07.2017 - 07.2019
Consultant
Sutherland Global Services
03.2016 - 04.2017
Bachelor of Arts - English
Indira Gandhi Nation Open University
Higher Secondary In Commerce -
PDC (Thrissur)
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