RAKSHITA BALI
Bengaluru
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Diligent
Bengaluru
10.2023 - Current
- Company Overview: World's leading governance, risk, compliances and audit SaaS company
- Successfully implemented and onboarded clients, ensuring smooth product adoption through efficient project management and comprehensive documentation.
- Delivered engaging product training sessions and presentations to enhance product adoption and client satisfaction.
- Positioned as a trusted advisor by conducting regular business reviews, advocating for client needs, and sharing industry best practices.
- Exceeded customer expectations by taking ownership of requirements, resolving issues promptly, and proactively managing contract renewals.
- Collaborated closely with internal teams to ensure seamless communication and efficient resolution of customer concerns.
- Successfully up sold to existing clients, generating additional revenue of $71,000 in 9 months.
- Created high-quality CSQL queries valued at $108,000 in 12 months.
- Provided timely and accurate reports to track progress and identify improvement opportunities and increase product adoption.
- World's leading governance, risk, compliances and audit SaaS company
Category Lead- Delivery Marketing
Expand My Business
Gurugram
12.2021 - 10.2023
- Company Overview: India's first B2B Marketplace for IT Services (Backed by AlphaWave, DST Global and Chiratae Ventures)
- Led a team of 6 key account managers who collectively grossed a GMV of $200K+ in 6 months.
- Responsible for revenue retention, growth and strong customer relationship with clients across the globe.
- Created and implemented standard operation procedures for delivery team which resulted in increased retention rate of marketing clients by 56%.
- Over exceeded the gross realization targets by 20% month on month and introduced a cross-sell mechanism which resulted in 13% increase in revenue realization MOM.
- Automated logo and content services that resulted in 36% increase in GMV in the branding vertical.
- Built and strategized communication channels and promotional strategies for D2C, health tech, fin tech, B2B and B2C product brands in close coordination with expert marketers in the industry.
- Led multiple growth charters which eventually contributed to a pipeline of more than $100K.
- India's first B2B Marketplace for IT Services (Backed by AlphaWave, DST Global and Chiratae Ventures)
Startup Launch Associate
Repos Energy India Pvt. Ltd.
Pune
12.2020 - 11.2021
- Company Overview: Repos Energy is redefining energy distribution by making all fuels available at India's doorstep (Backed by Mr. Ratan Tata)
- Created brand identity for budding fuel entrepreneurs across India.
- Coordinated with fuel entrepreneurs and graphic designers for creating brand guidelines and pitch deck for their brands.
- Managed social media presence of 28+ fuel entrepreneurs with a collective following of 100K+.
- Curated SEO optimized content which includes blogs, articles, newsletter for 28+ fuel entrepreneurs.
- Designed mobile petrol pumps of more than 150 fuel entrepreneurs across India.
- Curated, optimized and managed a vendor pool of more than 86 vendors across India.
- Repos Energy is redefining energy distribution by making all fuels available at India's doorstep (Backed by Mr. Ratan Tata)
Talent Management Intern
WorkshipHQ
Pune
01.2020 - 06.2020
- Discovered IT candidates and helped them discover their dream roles in product companies.
- Managed a team of interviewers and ensured timely deliverables.
- Monitored and maintained talent acquisition trackers to build a strong talent pool.
- Effectively coordinated with client managers and stakeholders to locate perfect candidates for critical positions.
Business development Intern
Urban Clap (Now Urban company)
06.2018 - 06.2020
- Generated $20K business considering business demands and customer preferences.
- Reached out to potential clients through cold calling and various social media channels.
- Maintained vendor profiles and managed their NPS.
Education
Bachelor of business administration -
Bharati Vidyapeeth Deemed University
Pune01.2020
HSC (Grade XII) -
Paramount International School
New Delhi01.2017
SSC (Grade X) -
Paramount International School
New Delhi01.2015
Skills
- Client servicing
- Product training and consulting
- Collaboration and renewals
- Escalation management
- Business development
- Negotiation skills
- CRM: Salesforce and Zoho
- Project delivery tracker: JIRA
Tools
Salesforce, Zoho, JIRA
Personal Information
- Age: 27
- Gender: FEMALE
Timeline
Customer Success Manager
Diligent
10.2023 - Current
Category Lead- Delivery Marketing
Expand My Business
12.2021 - 10.2023
Startup Launch Associate
Repos Energy India Pvt. Ltd.
12.2020 - 11.2021
Talent Management Intern
WorkshipHQ
01.2020 - 06.2020
Business development Intern
Urban Clap (Now Urban company)
06.2018 - 06.2020
Bachelor of business administration -
Bharati Vidyapeeth Deemed University
HSC (Grade XII) -
Paramount International School
SSC (Grade X) -
Paramount International School
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