Rakeshkumar Kothari

• Partnered with enterprise and priority accounts for license onboarding and implementation post-purchase of Citrix products, while driving customer retention through proactive engagement and post-deployment support.
• Collaborated cross-functionally with Sales, Customer Success, and Product teams to identify upsell and cross-sell opportunities during the renewal cycle while consistently tracking and exceeding renewal KPIs and revenue goals.
• Supported customers, as needed, with the installation and configuration of Citrix Virtual Apps and Desktops, Citrix ADC, and Hypervisor licenses.
• Negotiated and closed renewal contracts by identifying customer needs, addressing objections, and aligning terms with business goals, resulting in improved retention rates and upsell opportunities.
• Managed accurate and up-to-date CRM records using Salesforce, including renewal status, customer feedback, and activity logs, to support pipeline transparency and internal alignment.

• Designed and implemented network infrastructure solutions for ISP customers, aligning with business needs and service requirements. Led feasibility assessments for network expansions, covering civil works, cable pathways, and on-site evaluations.
• Develop physical network requirements, and create schematics for FTTP, National Ethernet, IPVPN, and Managed Internet Access deployments.
• Partnered with storage vendors to enhance network efficiency and resource utilization. Maintained and updated the ISP network footprint using G-Designer.
• Oversaw ticket management and task prioritization, while mentoring planners on system usage and issue resolution. Delivered regular performance reports to track planner output, and monitor project timelines.

Projects:

• Developed an enterprise-wide performance dashboard for FY20, integrating data across all Lines of Business. This streamlined scorecard reporting and empowered teams with real-time visibility into key metrics and improvement areas.
• Launched a process improvement initiative to minimize delays and improve on-time project delivery, enhancing overall execution efficiency.

• Connected with Australian homeowners to promote solar PV systems, secure appointments, and close sales, while ensuring customer satisfaction.
• Provided ongoing support post-installation for troubleshooting issues, or answering additional questions about system performance.
• Managed client accounts diligently, ensuring timely delivery of services, and addressing any concerns promptly.
• Prepared detailed proposals outlining custom solar solutions, resulting in higher conversion rates, and increased revenue generation.
• Train and manage the sales team, collaborating with support to boost sales efforts. Drive business development for corporate clients through lead generation.

• Analyze customer needs and recommend solutions within protocols, coordinating resources for resolution. Gather and analyze data to support business decisions, and meet team targets and SLAs.
• Gather and analyze data to support business decisions, and meet team targets and SLAs.
• Resolve client queries efficiently, communicating decisions clearly. Prepare reports, manage workflow, and support team operations. Assist new team members with escalations, and serve as a point of contact.
• Manage high-volume workloads, consistently meeting performance benchmarks.
• Handle inquiries, complaints, billing, and service requests, while cross-selling and upselling. Track and resolve customer issues within TAT/SLA deadlines.