Mehak Malhotra

• Managing Customer portfolio of around $20Mand managing customer lifecycle for Palo Alto Networks clients, ensuring seamless transitions from sales handover to deployment , assisting while in the deployment journey and continuous engagement thereafter.
• Primary contact for customers, fostering strong relationships and addressing their needs.
• Regular check-ins with C-suite stakeholders to reinforce product value.
• Promote product adoption through active client engagement and best practices.
• Analyzing churned accounts to identify and resolve underlying issues.
• Facilitating tailored client sessions, including technical workshops and product roadmap discussions.

Key Responsibilities

• Owning the Customer Life Cycle & Account Management– from Sales Handover, Oversee & Ensure Timely Deployment, Consistent Engagement there-on building a Relationship of Trust & Transparency.
• Be the Trusted Advisor for enterprise customers (contributing around $14M to business) with a focus on Adoption, Retention & Experience.
• Collaborate with customers to identify and mitigate churn risk to ultimately ensure on-time renewals
• Deliver Customer Success plans to align Zscaler services with customer's business initiatives and priorities.
• Deliver Quarterly Business Reviews, Product Updates, Check-in’s to C-suite stakeholders to re-enforce Zscaler Value and demonstrate fundamental understanding of Zscaler technology while articulating the advantages against competitors
• Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams
• Work closely with internal stakeholders to drive incremental growth by identifying new Upsell/Cross-sell opportunities in existing customers.

Key Achievements

• Portfolio Management: Led relationship with around 400+ EMEA & APAC customers , comprising of a portfolio of around $14M
• Revenue Contribution: Contributed around $1M of revenue through to enterprise business through upsells and cross-sells
• Risk Mitigation: Played a key partner for mitigating risk in highest churn risk customer segment of small ARR accounts through risk assessment and get well plans
• Planhat Champion: Testing champion for a new CRM tool launched internally . Responsibilities included: testing, sharing feedback, coordinating with planhat team to ensure feedback implementation

Key Responsibilities

• Communicating with the clients and ensuring proper feedback regarding the product that benefits the organisation, through continuous product innovation.
• Own overall relationship with assigned clients, which includes: Increasing adoption, ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our products and services.
• Closely involved in customer concerns and works closely with internal teams on prioritizing and managing customer escalations.
• Owning the content development for product utilization: knowledge based articles, preparing and recording demos.
• Conducting churn analysis on churned accounts to understand churn reason.
• Post Sales Customer Handoff- Working with the account manager in gaining knowledge about the customer and ensure customer growth

• Handling complete Recruitment Cycle - Sourcing, Screening, Qualifying and Short-listing candidates as per the requirements.
• Salary Negotiation and Onboarding of candidates
  Establishing strategic partnerships with Companies for empanelment
• Client Relationship Management
• Employee Relations and Employee Engagement
• Closure of open job positions within defined timeline
• Conducting new hire orientation program for new hires
• Rewarding performance and implementation of incentive plans funded by organization/client Planning of annual events for employee’s engagement and motivation.