Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Saurabh Pillai

Saurabh Pillai

Customer Success Manager
Mumbai

Summary

Self-motivated, proactive, knowledgeable and reliable Customer Success executive who has refined the art of relational intelligence through outstanding communication skills and problem-solving attitude.

Overview

3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Customer Success Manager

Yellow.ai
05.2022 - Current
  • Responsibilities: Successfully managing 20+ Enterprise tier accounts with a ARR of $1mn across Mumbai, Gurgaon and Bangalore
  • Collaborating with Account Executives team to create opportunities for upsell/cross-sell opportunities
  • Improving NRR and product adoption by proactive consultation
  • Maximizing revenue retention by identifying utilization trends and developing action plans to address issues
  • Become customer voice within organization by staying aware of customer needs and providing valuable feedback internally
  • Bring improvement in NPS survey
  • Executing effective and meaningful QBRS/MBRS with senior managers and C-level suites
  • Bringing advocacy in the form of public testimonials, public case studies and Gartner Review
  • Being product champion and take L1 demos/queries for expansion opportunities.

Customer Service Associate (APAC & USA)

Lockstep Network Pvt. Ltd. (Formerly Finly Technologies)
11.2020 - 05.2022
  • Lockstep develops tools and platforms for fintech developers and accounting teams to automate workflows between the accounting systems that are at the heart of all businesses
  • Achievements/Tasks: Serve as the primary point of contact for key customers (via support desk, emails, phone calls, chat and zoom meetings)
  • Provide prompt customer support for Level 1 and Level 2 queries/issues along with maintaining the first response time (FRT) under 30 mins
  • Work closely with Tech/Engineering/Product teams in resolution of customer issues as per the SLAS
  • Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued
  • Attend and politely answer to customer's queries
  • (Around 30 calls/ day)
  • Escalating technical issues to technical team with proper description of it
  • Carry on day-to-day task with standard corporate productivity tools (CRM tool, Microsoft Office Suite, Email, Phone, Slack and Zoom/Google meets)
  • Develop product know-how and training needs for customers and improve customer onboarding process.

Education

B.Tech- Information Technology -

SRM Institute of Science And Technology
Chennai, India
01.2015 - 04.2019

Skills

Time Managementundefined

Certification

Prompt Engineering for ChatGPT, 05/2023, 10/2023

Accomplishments

  • Awarded Best Enterprise Customer Success Manager (India) (2022 2023)

Awarded with the Best CSM India region Award for proactive and consultative approach in helping the customers to meet their business objectives with Yellow.ai's solution, Managed to keep Churn rate below 2 % and increase ARR by 30%

  • Successfully brought customer advocacy for Yellow.ai

Enterprise Accounts under my portfolio which publicly allowed Yellow.ai to mention their name - Tata AIA life Insurance, Cipla Breathefree, Aditya Birla Group and Bharat Petroleum Corp. Ltd. All available in LinkedIn

  • Selected as Delegate at Harvard US-India Conference, 2018

Selected amongst 20,000 students across nation to delegate in the prestigious conference to present my views on the overhauling of the education system in India.

  • Special awardee by Chief Minister's Environment Council

Awarded by the Chief Minister of Chhattisgarh for descriptive presentation on conserving wildlife and its contribution in state's economy

  • Lions Club Top 10 Awardee by Lions Club International

Awarded by the Lions Club International for consistent and brilliant performance in academics.

  • Awarded by State Council of Educational Research & Training (SCERT)

Runner-up in holding seminar and presentation conducted by SCERT.

Timeline

Customer Success Manager

Yellow.ai
05.2022 - Current

Customer Service Associate (APAC & USA)

Lockstep Network Pvt. Ltd. (Formerly Finly Technologies)
11.2020 - 05.2022

B.Tech- Information Technology -

SRM Institute of Science And Technology
01.2015 - 04.2019

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Saurabh PillaiCustomer Success Manager