Rajat Kishore

• Created & led Adobe's customer retention team of 150+ retention specialists (vendor) focused on retaining at-risk consumer and business customers via inbound and outbound engagement.
• Reduced customer support volume by 28% along with 5pp improvement in CSAT by introducing multiple self-service and commerce capabilities for consumer customers e.g., cancel subscription with save offers, pause subs, credit card updates by clicking pic and mobile account management experience, notifications, and testing.
• Reduced payment failure cancels by $45M by creating outbound retention team focused on retaining customers whose subscription got cancelled due to payment failure.
• Delivered ~$125M incremental ARR by retaining ~30% of incoming cancellation requests while ensuring highest level of customer satisfaction.
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• Managed a site with a team of 120 professionals, including senior managers, SMEs, supervisors, and agents specializing in customer retention

• Led Retention, Engagement, and Outreach campaigns, achieving a remarkable Retention Rate of 46%.

• Closed Annual Recurring Revenue (ARR) deals totaling $25.6 Million USD in the last quarter.

• Developed and implemented strategies to enhance customer retention, resulting in increased customer loyalty.

• Conducted regular training sessions to keep the team updated on best practices and industry trends.

• Collaborated with cross-functional teams to integrate customer feedback into product and service improvements.

• Established and maintained positive relationships with clients, ensuring their needs were met and exceeded.

• Spearheaded operations at vendor/partner sites, ensuring seamless integration with organizational goals and objectives.

• Implemented strategic initiatives to enhance customer service delivery, leveraging technology and retention strategies.

• Conducted regular performance reviews and developed training programs for continuous skill development.

• Collaborated with cross-functional teams to align business strategies and ensure consistent service delivery.

• Monitored key performance indicators (KPIs) to assess operational efficiency and drive continuous improvement.

• Monitored, assessed, and controlled content quality of client communications (emails and phone) as the team lead of 15 junior agents.

• Responsible for everyday engagement with agents to enhance productivity and ensure adherence to quality standards.

• Audited and calibrated the target number of client communications, providing valuable feedback to the team for continuous improvement.

• Implemented training programs to enhance agent skills in delivering quality support through emails and chat.

• Collaborated with cross-functional teams to ensure seamless integration of chat support into the customer service framework.

• Focused on increasing revenue for the line of business for out-of-warranty customers using phone and email (inbound and outbound channels).

• As a part of the outbound campaign reaching out to the customer whose billing has passed 21 days, whose accounts are identified at risk of being expired (cancellation) and ensure that every opportunity to retain these customers are investigated.

• Successfully introduced and implemented chat support for North America & Australia-New Zealand regions.
• Trained and developed a team of 110 agents to provide effective customer support through emails and chat.
• Improved content quality of client communications, resulting in increased customer satisfaction levels

• Successfully increased revenue for the out-of-warranty customer segment through targeted phone and email campaigns.
• Introduced a retention concept, resulting in a Net Promoter Score of 92.60% for the Line of Business.

• Successfully increased revenue for the out-of-warranty customer segment through targeted phone and email campaigns.
• Introduced a retention concept, resulting in a Net Promoter Score of 92.60% for the Line of Business.