Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Volunteer Work
Timeline
Generic
Shiva Shankari Bhaskaran

Shiva Shankari Bhaskaran

Chennai

Summary

Results-driven Senior Strategic Account Manager recognized for high productivity and efficient task completion, capitalizing on a comprehensive 4-year background in account management and customer service within the technology sector. Skilled in relationship building, strategic planning, and market analysis to drive client engagement and revenue growth, ready to secure and grow accounts. Instrumental in negotiating high-value contracts, aiming to apply strategic insight to enhance account portfolios and customer satisfaction.

Overview

6
6
years of professional experience

Work History

Senior Strategic Account Manager

Freshworks
Chennai
01.2024 - Current
  • Served as proactive advocate for clients, ensuring alignment of internal resources.
  • Managed a portfolio of 800+ customer accounts, ensuring consistent satisfaction through regular check-ins, and tailored engagement plans.
  • Fostered trust and alignment with client decision-makers.
  • Enhanced product adoption by conducting training, providing resources, and tracking utilization trends to address risks.
  • Maintained exceptional customer satisfaction and a low churn rate of 1.2%, through proactive strategies and internal stakeholder collaboration. Achieved a 9% increase in ARPA and maintained one of the highest attach rate attainments across the business region.
  • Delivered quarterly business reviews to measure and demonstrate ROI, business penetration, and product usage.
  • Collaborated with cross-functional teams to align account strategies with customer goals.
  • Identified risks of churn, and developed targeted strategies to mitigate attrition, leading to improvements in retention.
  • Conduct regular health checks, and ensure clients are updated on new features and releases.
  • Conducted product demonstrations, leading to a 28% improvement in customer adoption rates.
  • Monitored product utilization trends, and provided actionable recommendations to optimize performance and ROI.
  • Delivered detailed performance reports, showcasing measurable business impact, and maintaining client trust.

Strategic Account Manager

Freshworks
Chennai
08.2021 - 12.2023
  • Managed end-to-end account lifecycle, identifying upsell and cross-sell opportunities to achieve a 24% account book value increase and 114% of the annual target, qualifying for President's Club 2023.
  • Reduced renewal risks by identifying early warning signs of churn, implementing retention strategies, and improving renewal success by 56%.
  • Designed and executed customer health check frameworks, enabling early identification of risks and improving client satisfaction scores.
  • Led educational workshops to familiarize clients with new product features, improving adoption rates by 35% post-launch.
  • Created detailed adoption and performance reports, helping customers identify business value and opportunities for optimization.
  • Conducted Quarterly and Executive Business Reviews for approximately 62% of the portfolio, aiming to optimize client value across all stages of company engagement.
  • Collated Prepared personalized pitch decks and presentations for new customers and renewal accounts
  • Improved customer engagement scores by 15% for every quarter through personalized account strategies and consistent follow-ups.
  • Managed a portfolio of approx 800 accounts valued at $3M across SMB & Mid-Market targeting an MRR quota of around $15,000 per quarter.
  • Created customized proposals, RFPs, and quotes, which include prices, contracts, subscriptions, terms, and other product specifications.
  • Collaborated with existing customers to review current services, expand sales opportunities, and identify potential churn risk.

Event Manager

Fortune Trade Fairs
Chennai
04.2019 - 06.2024
  • Generated 300+ leads by successfully coordinating external events.
  • Achieved a 20% reduction in event costs by managing event budgets and negotiating contracts.
  • Coordinated event logistics for more than three internal and external events quarterly.
  • Managed relationships with vendors, which led to a 15% improvement in service quality.
  • Oversaw the production of event promotional materials, receiving positive feedback for creativity and branding.
  • Assisted in managing the booth setup for over 30 franchising customers.
  • Responsible for bringing in big logos for the event and have worked with brands like Ola, Bata, Marie Claire, US Pizza, Baskin Robbins, Chennai Kulfi, Roll Over, Khadmins, and Specsmakers.
  • Contributed to the planning and execution of one of the company's biggest franchising events, attended by over 3,000 franchisees.

Customer Service Manager

Star Net Technologies
Chennai
07.2019 - 03.2020
  • Provided professional customer service and accurate information, leading to an 85% retention rate of first-time callers.
  • Resolved pending customer issues based on repeated telephone calls, and informed them about self-service options, which increased the satisfaction rating from 2.5 to 4.8 stars.
  • Replied to over 270 email inquiries and more than 500 orders from existing and potential customers in the first month.
  • Reduced customer churn by 5% by resolving customer issues within 24 hours of the complaint.
  • Achieved a 91% customer satisfaction rating based on over 2,100 post-customer interaction surveys.
  • Resolved an average of 50+ customer inquiries daily, exceeding departmental benchmarks by 32%.

Education

Bachelor of Commerce - Commerce With Accounting & Economics

Anna Adarsh College For Women
Chennai
10-2020

Skills

● Product Demonstration

● Strategic Account & Territory Development

● Consultative Selling

●Product Adoption

●Stakeholder management

●Report analysis

●Research and due diligence

●Customer relationship building

●Client service optimization

●Customer advocacy

● Prospecting and Business Development

● Account Management - Account Acquisition & Retention

● Persuasive Negotiation

● Sales Pipeline Management & Pipeline Development

● Churn Mitigation & Contract Management

● Renewal Management

● Upselling and Cross Selling

● Revenue Forecasting

● CRM Hygiene

● Objection Handling

● Churn Retention

● Training and Development

●Customer segmentation

●Customer retention

●Proposal writing

Accomplishments

  • Awarded the customer champion and the cross champion for being a true friend of the customer and forclosing the most cross-sells for the quarter, and Q3 and Q4 2023.
  • Promoted to the role of Individual contributor 2 (IC2) within a 2 year timeframe for exceeding goals and supporting company culture.
  • Recognized for closing deals worth $85,000 ARR
  • Recognized as one of the Top Account Managers for achieving the highest retention rate across the region in 2023.
  • Improved customer engagement scores drastically through personalized account strategies and consistent follow-ups.
  • Mentored and trained our new hires to shorten their learning curve, resulting in all being onboarded to permanent positions.

Affiliations

  • Fitness and Wellness
  • Travelling and Nature Exploration
  • Geo-Political History
  • Community Volunteering
  • Animal Welfare and Conservation
  • Pottery and Painting
  • Singing and Model

Volunteer Work

  • Fundraising consultant - Unicef India
  • Taught and supported individuals with blindness and visual impairments with their study materials
  • Worked with autistic children to assist development of prosocial communication and interaction

Timeline

Senior Strategic Account Manager

Freshworks
01.2024 - Current

Strategic Account Manager

Freshworks
08.2021 - 12.2023

Customer Service Manager

Star Net Technologies
07.2019 - 03.2020

Event Manager

Fortune Trade Fairs
04.2019 - 06.2024

Bachelor of Commerce - Commerce With Accounting & Economics

Anna Adarsh College For Women

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Shiva Shankari Bhaskaran