Ritesh Raj
Summary
Partnered with clients across the Americas to drive business outcomes and optimize the value of Freshworks' products. Skilled in customer success, account management, onboarding, product adoption, advocacy, account expansion, retention, renewals, and business development. With an MBA in Marketing and Sales from Amity University, I bring a strong background in the IT and services industry. Experience spans roles at Freshworks, Wingify, and RateGain. Passionate about the software industry, continuously learning new technologies to enhance performance and stay ahead of industry trends.
Overview
5
5
years of professional experience
Work History
Senior Customer Success Specialist - Americas
Freshworks
03.2023 - Current
- Handling existing customers and responsible for doing cross-selling and up-sell
- Maintaining customer relationships and solving product queries/tickets
- Increase product adoption of the existing instance.
- Implementation of the product for new customers.
- Conduct training sessions for POC's and stakeholders
- Conduct QBR/WBR with customers to maintain a healthy relationship and avoid escalation
- Handle Renewals of Customers and drive cross-sell and upsell opportunities.
- Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping) & identify efficiency and effectiveness gains
- Promote awareness of the latest innovations Freshworks is releasing
- Worked with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customer's issues/solutions are addressed
- Worked with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs
- Own two key metrics (Increase Product-Adoption & Customer Retention)
- Churn Attainment: 153% in 2024 YTD
- Revenue Generated: $130000 ARR
- Renewal rate: 98.7%
Senior Business Development Manager - Americas (Farming)
Freshworks
06.2021 - 03.2023
- Responsible for expanding the business cross-sells and upsells
- 2022 Achievement: 183%
- Revenue Generated: $128,000 MRR in 2022
- Expansion of Mid-Market customers
- Total Accounts Handled: 300 customers
- Total value of Account books: $772K with 1390 instances.
Enterprise Bot Sales Consultant- North America
Freshworks
01.2021 - 06.2021
- ● Researching organizations and individuals to identify new leads and potential new markets
- Researching the needs of other companies and learning who makes decisions about purchasing
- Contacting potential clients via email/phone/video platforms to establish rapport and set up meetings.
- Working with our marketing initiatives/attend industry events.
- Contacting clients to inform them about new developments in the company's products
Business Development Representative - North America
Wingify
02.2020 - 11.2020
- ● Acquiring new customers through cold calling, emails, and LinkedIn reachouts.
- ● Helping eCommerce and Marketing teams setup A/B Testing.
- ● Building a customer profile and generating new business.
Senior Business Development Executive - North America
RateGain
05.2019 - 02.2020
- ● Working closely with prospects in the North American Region.
- ● Meeting with clients and working on products.
- ● Responsible for the implementation of projects.
- ● Setting up meetings for C Level in Hospitality and travel events (WTM,
- HSMAI, Phocuswright, ITB, HDC ).
Education
Master of Business Administration - MBA - Marketing and Sales
Amity University Delhi
12-2019
Bachelor of Business Administration - BBA - InternationalBusiness
Amity Education Group
12-2017
Skills
- Customer Onboarding
- Adoption
- Advocacy
- Account Expansion
- Growth
- Renewals and Retention
- Customer Relation
Accomplishments
President's Club Freshworks December 2021
Best Performer of the Year
Best Team Player Freshworks June 2022
CSM of the Month Freshworks June 2023
CSM of the Month Freshworks August 2023
CSM of the Quarter: Q1 &Q2
Timeline
Senior Customer Success Specialist - Americas
Freshworks
03.2023 - Current
Senior Business Development Manager - Americas (Farming)
Freshworks
06.2021 - 03.2023
Enterprise Bot Sales Consultant- North America
Freshworks
01.2021 - 06.2021
Business Development Representative - North America
Wingify
02.2020 - 11.2020
Senior Business Development Executive - North America
RateGain
05.2019 - 02.2020
Master of Business Administration - MBA - Marketing and Sales
Amity University Delhi
Bachelor of Business Administration - BBA - InternationalBusiness
Amity Education Group
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