Salesforce CRM
Sushrut Kakade
Customer Success Analyst
Bengaluru,Karnataka
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Analyst
SkanAI Labs Pvt Ltd
Bangalore
2023.05 - Current
- Account Monitoring & Risk Management: Monitored and analyzed sentiment for 20+ accounts and their associated projects using Gainsight and Azure, efficiently identifying risks, tracking progress, and recommending next steps during weekly internal management reviews.
- Data-Driven Insights & Client Success: Generated actionable insights aligned with client success criteria by closely collaborating with solution delivery, implementation consultants, and engineering teams, ensuring continuous iteration and alignment with project goals.
- Timesheet Management & Workforce Optimization: Managed timesheets for all teams collaborating on various projects, accurately gauging the baseline level of effort at different implementation stages. Optimized workforce utilization through improved scheduling and workload distribution.
- Project Planning & RACI Matrix Implementation: Created versions of project plans and client-facing templates for various CoE models and their implementation plans. Incorporated a RACI matrix to clearly define roles and responsibilities at a task level, ensuring clarity and accountability.
- Case Study Development & Sales Enablement: Created 30+ case study narratives based on client readouts and developed slider decks for sales enablement, effectively translating client successes into actionable sales tools.
- Gartner Peer Insights Review Management: Added 6 new reviews to Gartner Peer Insights by mapping overall sentiment of clients and facilitating honest reviews post-completion of success plans.
- Documentation Management: Maintained a comprehensive CS repository of 50+ internal/external documents utilized by broader teams, including Sales, Marketing, Partnership, and Product Management, ensuring easy access and consistent information sharing.
- Cross-Functional Collaboration: Partnered with cross-functional teams to address project iterations, optimizing client outcomes through data-driven decision-making and strategic recommendations.
Marketing Intern
Incedo
Gurugram
2022.04 - 2022.06
- Competitive Analysis & Insights: Conducted a comprehensive analysis of analyst coverage reports over the past 3 years, focusing on 8+ key competitors, identifying trends and strategic opportunities.
- Analyst Engagement & Outreach: Compiled and maintained a database of contact details for 100+ analysts specializing in targeted verticals, enhancing the company's reach and influence in key areas.
- Publishing Agenda Research: Investigated and assessed the publishing agendas of 10+ Tier 2 and Tier 3 analyst groups, providing actionable insights to align marketing strategies with industry trends.
- Content & Collateral Analysis: Scrutinized various marketing collaterals, including social media posts, certifications, awards, articles, case studies, initiatives, and campaigns. Derived key insights and proposed strategies to enhance brand positioning and effectiveness.
Education
MBA -
Indian Institute of Management, Ranchi
Ranchi, India 2021.06 - 2023.03
Bachelor of Science -
Sathaye College, Mumbai University
Mumbai, India 2017.06 - 2020.03
Skills
Business Process Mapping
Continuous Improvement
Customer Success Management
Project Planning and Implementation
Workforce Optimization
Content Management
Data-driven Insights
Cross-functional collaboration and reporting
Software
HubSpot CRM
Marketo
Gainsight
Zoominfo
Microsoft office
Languages
English
Hindi
Marathi
Timeline
Customer Success Analyst
SkanAI Labs Pvt Ltd
2023.05 - Current
Marketing Intern
Incedo
2022.04 - 2022.06
MBA -
Indian Institute of Management, Ranchi
2021.06 - 2023.03
Bachelor of Science -
Sathaye College, Mumbai University
2017.06 - 2020.03
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