Suchit Pandya
Customer Success Manager || SaaS || Key Account Management
Ahmedabad,Gujarat
Summary
Lean Six Sigma Green Belt
Dedicated and results-driven Senior Customer Success Manager with over 13 years of experience in the SaaS/Software industry. Proven track record of successfully managing and retaining a diverse portfolio of clients across EMEA and the Americas. Skilled in driving revenue growth, enhancing client satisfaction, and promoting product adoption. Seeking a leadership/executive position to leverage expertise in client retention, renewals, and business consulting.
Creating exceptional business/cross-functional requirements using case studies and data-test plans from product & services, streamlining the current business process and flow to enhancement. Strong listening and interpretative skills for facilitating the understanding of issues and their solutions, resulted in performing SWAT analysis for clients. Excelled in project leadership role by managing/coordinating complex projects that involved integrating different teams and vertical for enhancements to existing platforms.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
Work History
Client Success Manager
Icertis
Pune (remote)
07.2022 - Current
- Leading with customer-centric approach, ensuring client needs were exceeded throughout the lifecycle.
- Successfully Reduced churn rates through data-driven strategies, bolstering client retention bringing the churn rate to less than 3% annually.
- Orchestrating retention initiatives, fostering loyalty and repeat business, resulting in maximized satisfaction scores with keen focus on Net Promoter Scores (NPS).
- Managing renewal processes, consistently growing Annual Recurring Revenue (ARR). This involves the respective renewal teams.
- Collaborating across teams, aligning products with evolving client requirements, could be a Change request or a new configuration or customization
- Managing global client base, spanning across APAC, EMEA, Americas, and other regions.
- Driving onboarding, sustaining strong product relationships elevating ARR and MRR through effective upselling, retention strategies.
- Aligning product enhancements with user feedback, enhancing satisfaction and achieved above 98% customer satisfaction ratio, championing product adoption while managing expectations and escalations through consistent follow-up.
- Overseeing 20+ clients, generating $130,000+ monthly revenue. Fostering cross-functional communication for prompt issue resolution, and proactively identifying opportunities and risks, strengthening relationships through better client experiences.
- Produced insightful usage reports for performance enhancement.
Customer Success Manager
Recruit CRM
Pune
02.2021 - 06.2022
- Orchestrated seamless onboarding and training of new clients on Cloud/SaaS platform, maintaining exceptional Satisfaction and Retention rates.
- Cultivated enduring Client Relationships, strategically driving business growth through cross-selling and upselling of products and services, while actively reducing Churn rates to less than 2%
- Managed diverse client portfolio across EMEA and Americas, catering to individual recruiters, enterprise setups, and more. Employed Business Analysis for trend identification and opportunity exploration.
- Aligned new client onboarding and training processes with precision, fostering relationships in line with subscription plans. Tracked data-driven metrics for ARR and MRR growth, prioritizing Revenue Retention, User Satisfaction, and identifying upsell potentials. Spearheaded successful business expansions for clients.
- Collaborated seamlessly with Engineering/Development teams, channeling client feedback for enhancement requests and optimizing processes. Ensured effective communication and progress updates, internally and externally.
- Expertly resolved technical issues, adhering to predefined KPIs while documenting data-driven progress. Demonstrated adept team management skills, cultivating an atmosphere of excellence and engagement.
- Leveraged data-driven insights for effective communication on upcoming product releases, delivering clear enhancement expectations, thus boosting Satisfaction and reducing Churn.
- Pioneered process enhancements, deploying rigorous Business Analysis for improved client experience and internal team dynamics. Showcased exceptional team management, empowering staff for heightened Retention rates.
Strategic Account Manager
eClinicalWorks India Pvt. Ltd
Ahmedabad
04.2015 - 02.2021
- Customer Success, Satisfaction and Retention portfolio on Cloud, SaaS platform Responsible for Developing Client Relationship, promoting retention and loyalty
- Primary point of contact for more than 75 clients (Includes Enterprise and Individual clients) with 500 plus users, helping them get implemented and onboarded, leading to managing monthly revenue of more than $110,000 which includes cross-sell and upsell of additional products and services, thereby gauging the annual renewal rate based on client contract.
- Success ratio being above 98% with Customer Satisfaction and Retention, being the customer advocate and help them with constant learning provided to them, influencing or promoting the use of products or services
- Working with cross-functional teams such as Product Development, Sales, Customer Support, Technical Support, Project Managers and Business Analysts to ensure sustaining satisfaction is delivered to the customers simultaneously working with them to minimize internal dependencies and ensure a smooth resolution for the customers
- Identifying the Opportunities and Threats for the business through thorough their business models and working with respective teams and management to curb them for better business relationship and retention for the clients, ensuring the pro-active approach leads to resolving not just the existing, but foreseen customer issues and challenges
- Identify the Risks and Challenges for the customers while working on the daily satisfaction level, leading analysis to be worked upon by respective internal teams for sustaining business
- Generating and maintaining periodic reports to track health and progress of clients’ usage of products and services: weekly, monthly and yearly
- Expectation and Escalation management through constant follow up, bi-weekly meetings, in the life- cycle of the client based progress analysis conducted
- Focusing on internal process enhancements leading to a better customer experience and eliminate lags in service delivery in turn working to increase Customer Satisfaction.
Executive
Vodafone Shared Services India Ltd (UK Back Office)
Ahmedabad
01.2012 - 02.2014
- Conducting and completing back office requests for enterprise & public sector (UK Government) clients as was appointed a pilot executive to work on project to be transitioned from the UK to India office, alongside 6 other team recruits
- Liaison with Vodafone UK stake holders, Account Managers / Corporate Managers making sure the process is defined and the standard protocols are being followed
- Successfully curbed and reduced the SLA for the process post transition from 7 days to 5 days based on process improvement, by applying lean management and six sigma rules with the help of senior process executive from the UK (off-shore)
- Responsible for growth of team, recruiting and training 9 individuals as a part of process growth and changing the SOP through validation with Management and UK account managers
- Maintaining database of the audits, agent reviews and KRA achievements of team members to facilitate and enhance the team performance for next quarter
- Achieved all time high turnover of corporate business in the whole of UK, post transition while reducing the process time and eventually operation costs (18% more than the last registered revenue mapped)
- Was appointed as POC for any quality related update between the QA team and mine
- Mentoring newly joined and trained them on the process workflow from December 2012 till relieved from duty after appointed as POC.
Sr Customer Service Representative
Motif India InfoTech Private Ltd
Ahmedabad
06.2008 - 01.2012
- Email and Web-Chat Support for eBay UK (Sellers-Billing)
- From Jr executive to Executive, to Sr executive, worked with Client managers to ensure consistent customer assistance through email and web-chat through end users as sellers
- Quarterly presentation of review discussion, focusing on areas of improvement, floating achievements and appreciations received from the clients
- Conducting Interviews for process recruits and assisting training team for process knowledge gap identification and working with team in getting the same achieved through training and quarterly quiz score analysis
- Mentoring newly joined (giving OJT) assisting them to understand process and preparing assessments for qualifying their role
- Acting Team Lead for the last year of tenure, achieved Best Team leader prospect recognition by the management
- Started off as a junior customer service representative and was promoted to executive, to senior executive during the tenure
Education
Bachelor of Commerce - Accounting And Business Management
Sahajanand College of Arts And Commerce
Ahmedabad, Gujarat 07.2007 - 04.2010
HSC - Business Administration
Bhavan's College of Commerce
Mumbai, Maharashtra 06.2005 - 04.2007
Skills
Customer Success
undefinedCertification
Lean Six Sigma Green Belt
Timeline
Client Success Manager
Icertis
07.2022 - Current
Customer Success Manager
Recruit CRM
02.2021 - 06.2022
Lean Six Sigma Green Belt
03-2018
Strategic Account Manager
eClinicalWorks India Pvt. Ltd
04.2015 - 02.2021
Executive
Vodafone Shared Services India Ltd (UK Back Office)
01.2012 - 02.2014
Sr Customer Service Representative
Motif India InfoTech Private Ltd
06.2008 - 01.2012
Bachelor of Commerce - Accounting And Business Management
Sahajanand College of Arts And Commerce
07.2007 - 04.2010
HSC - Business Administration
Bhavan's College of Commerce
06.2005 - 04.2007
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