UM E AZRA
Bangalore
Summary
With over 7+ years of experience in Account Management, Customer Success, and Operations, I specialize in driving growth, revenue, and operational excellence. I excel in building enduring customer relationships, optimizing account operations, and leading teams to ensure customer satisfaction.
Overview
8
8
years of professional experience
Work History
Lead – Customer Success
WebEngage
Bangalore
02.2022 - Current
- Managed & nurtured a portfolio of $200k worth of key accounts and achieving a 97% renewal rate.
- Orchestrated cross-functional efforts to maximize customer value, resulting in net expansion upsell opportunities and contributing to revenue growth.
- Led a team of 5 Customer Success Managers, optimizing processes and enhancing people management. Fostered collaboration, cohesion, and goal surpassing.
- Collaborated with clients and internal teams, resulting in a 15% increase in NPS score and a 30% reduction in escalations.
- Track record on QBR’s to ensure we have goals met and it reduced escalation and increased NPS score.
- Mentored new recruits for effective management of complex account.
- Oversaw recruitment and onboarding of 8+professionals across the team.
Senior Customer Success Manager
WebEngage
Bangalore
07.2020 - 01.2022
- Managed some of the complex accounts and gave optimal solutions to them to increase the client’s KPI’s.
- Created business goals, strategies and coordinated with all functions like Support Engineering, Sales, Product and Marketing
- Coordinated with the product & marketing team on case studies, technical documentation on product etc
- Worked across different domains like Fintech, Edtech E- Commerce, BFSI, Travel, Media etc.
- Handled marquee enterprise clients like MAF across 3 major geographies and a portfolio of $70000 MRR.
Senior Customer Success Associate
Zwayam
Bangalore
10.2016 - 09.2018
- Project Management: Responsible for carrying out full cycle implementation and onboarding of the project from requirement gathering to GO LIVE plan.
- Consultative Sales: Understanding client requirement, field visits and driving an upsell process with consultative cross selling/upselling of new features.
- Health check-ins: Conduct an NPS survey to keep a health check and reduce the number of detractors from the list.
- Case Study: Initiated case studies collaborating with the marketing team leading to showcasing the value of Zwayam’s solutions will help fulfilling customer needs.
Business Development
Karagiri (Formerly Indofash)
Bangalore
05.2016 - 10.2016
- Business Development: Got sellers/designer brands on board on the fashion retail platform. Worked on tailored commission from the niche designers out on a regular basis.
- Catalogue Management: Maintained a product catalogue for various sellers on the website. Uploading the product images and facilitated effective search results for the various catalogues displayed.
- Logistics Management: On time dispatching of the orders and ensuring timely delivery, coordinating with logistic partners and ensure quality of the product is retained in the whole cycle.
Education
Bachelor of Engineering - Industrial Engineering And Management
BMS College of Engineering
Bengaluru05.2016
PUC -
Christ University
Bengaluru05.2012
Skills
- Account Management
- Project Management
- Stakeholder Management
- Training and Enablement
- Consultative Selling
- Business Development
Accomplishments
- Won the “Campaign of the quarter” for ideating and executing marketing campaigns for the client.
- Recognized for highest upsells and growth of accounts in 2 consecutive quarters.
- Awarded “Anchor of the team” for effective management of the team and contribution the revenue of accounts.
- Awarded “Champion of the year” for Outstanding performance in Customer Success at Zwayam.
Languages
French
First Language
Timeline
Lead – Customer Success
WebEngage
02.2022 - Current
Senior Customer Success Manager
WebEngage
07.2020 - 01.2022
Senior Customer Success Associate
Zwayam
10.2016 - 09.2018
Business Development
Karagiri (Formerly Indofash)
05.2016 - 10.2016
Bachelor of Engineering - Industrial Engineering And Management
BMS College of Engineering
PUC -
Christ University
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