Sahil Kalia

Customer Retention & Satisfaction: Data-Driven Insights: Financial Impact:

• Increased customer retention rates through proactive engagement, reduced churn and increased overall revenue for the organisation
• Established and nurtured strong relationships with key stakeholders at enterprise-level accounts, ensuring high customer satisfaction and ongoing renewals.
• Oversaw customer health scores, identifying at-risk clients and implementing remediation strategies, resulting in improved satisfaction and loyalty.
• Utilized customer data and feedback to identify trends, track key performance indicators (KPIs), and deliver actionable insights to both customers and internal teams.
• Spearheaded the creation of customer success metrics dashboards, allowing for real-time tracking of customer engagement and health.
• Developed regular business reviews with a team of AMs/Consulatnts to provide status updates, report on metrics, and share feedback on potential product enhancements.
• Played a pivotal role in driving upsell and cross-sell initiatives, increasing revenue from existing clients by 35% annually.
• Managed and exceeded quarterly and annual customer retention and growth targets, contributing to revenue growth in customer success-managed accounts.

• Successfully managed and guided both Implementation and Customer Success teams, driving enhanced productivity and client satisfaction
• Revenue planning and collection from Enterprise+ accounts, contributing to overall growth for the organization
• Led the company's inaugural enterprise project in the Ed-tech domain, ensuring its seamless execution and success
• Collaborated closely with Product Team and Product Managers, actively contributing to the development of new features, staying updated on industry trends, and driving product enhancements
• Ensured high product adoption among clients and conducted regular performance reviews based on established parameters within teams
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

• Set aggressive targets for employees to drive company success and strengthen motivation
• Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills

• With 2 years of experience in account management, I have successfully ensured seamless onboarding and delivery processes, driving high product adoption and client renewal rates
• Presented comprehensive reports to clients on a bi-monthly, mid-session, and closure basis, providing industry insights and best practices
• Ensured consistent product adoption and usage across customers' organizations, leveraging data analysis to provide direct consultations and address business process inefficiencies