Utkarsh Awasthi
Global Director Of Customer Marketing
Bengaluru
Summary
In my 10+ years of Customer Success & Marketing career, I have scaled up teams across different start-ups in Bangalore, Chennai & San Francisco. Track record of dealing with CXO’s of various reputed companies across the globe include the likes of Microsoft, Pepsi Co, DHL, Amazon & Walt Disney. I lead with a customer-first approach, thrive on data and metrics, and have fun in everything I do.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Global Director of Customer Marketing
Sprinklr
Bengaluru
2022.08 - Current
- Setting up the global customer marketing function from scratch which includes working with global leadership in sales and success to drive multi-million $ expansion revenue and retention metrics. ($ pipe targets as well as advocacy and retention metrics across all products and 700 million* USD revenue, 1500+ customers portfolio)
- Conducting 20+ Virtual and In-person events globally for customers
- Creating custom customer collateral like white papers, curated landing pages and industry thought leadership content.
- Building and running an exclusive ABM (Account Based Marketing) program for our customers
- Running VOC programs and executing several acts of advocacy within Sprinklr (case studies, testimonials, and video interviews)
- Running in-app exclusive growth campaigns & establishing a customer referral program
- Running engagement and adoption campaigns along with the company newsletter, annual customer survey, etc.
- Strategizing and implementing digital marketing engine for customers.
- Established and implemented departmental policies, goals and objectives & spearheaded overhaul of company best practices to increase staff retention rates.
Global Head of Customer Marketing
Freshworks
Chennai
2019.12 - 2022.08
- Appointed by the management to implement & lead a new function - Customer Marketing.
- Established global growth & advocacy targets basis net recurring expansion revenue & number of customers.
- Designed branding and execution of Customer events across the globe across in-person & virtual customer meet-ups.
- Responsible for operationalising & moderating ‘Global Customer Communication’ at Freshworks.
- Delivered a $50 million+ pipe in my role.
Head of Customer Success, North America
Freshworks
Chennai
2016.10 - 2019.12
- Team and Geo management - Hired and scaled the team of North America from scratch & scaled it to 20+ members managing a collective team portfolio of $20+ million ARR.
- Visited customers on-site conducting more than 100 'Business Reviews' across 25+ cities/5 countries including the Philippines, Singapore, South Africa, USA, Malaysia & Dubai.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Contributed in building & implementing Fully Automated CSM tool - Natero (now Freshsuccess)
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and encourage purchases.
Head of Customer Success
Uninstall.io
Bengaluru
2016.05 - 2016.10
- Established Customer Success programme & engaged with clientele across North America, Latin America & ASEAN.
- Consulting & Client lifecycle management involving end to end Product Implementation.
Co-Founder
DropCalories And Chaipatty Franchise
Bengaluru
2015.06 - 2016.06
- Established foundational processes for business operations, partnership and growth.
- Strategized, Implemented and Successfully ran a profitable business with 10+ employees
Head of Customer Success & Solutions Management
Unbxd
Bengaluru
2015.05 - 2016.05
- Created and managed the client life cycle process (starting from the initial sale through all phases of implementation and post-implementation support) with the likes of Nykaa, Zivame, Decathalon etc.
- Conducted Product training & Business Reviews for Clients on a regular basis.
- Had a team of pre-sales, support and QA reporting to me for exectuing end to end CS
Consultant
Goldman Sachs
Bengaluru
2013.09 - 2015.04
- Key contributor in formulation of test plans, replication of problems & generation of bug reports
- Provided technical support and insights to various application users in EMEA, USA, Tokyo & Singapore region
- Performed manual and semi-automated Regression testing (Functional, Smoke and Performance testing) of various applications for Goldman Sachs on Unix Platform
Education
Bachelor of Science - Chemical Engineering
Jaypee University Of Engineering And Technology
2009.07 - 2013.07
Skills
Revenue Generation
Growth Marketing
Customer Success
Customer Marketing
Digital Marketing
Team Management
Account Based Marketing
Customer Advocacy
Global Events
Accomplishments
- Won 2 quarterly awards for exceptional performance at Sprinklr
- Rated MVP 5 Years in a row at Freshworks
- Member of the ‘President’s club’ at Freshworks
- Have been actively fundrasiing for underprivileged children
- University Students Head & Secretary
Timeline
Global Director of Customer Marketing
Sprinklr
2022.08 - Current
Global Head of Customer Marketing
Freshworks
2019.12 - 2022.08
Head of Customer Success, North America
Freshworks
2016.10 - 2019.12
Head of Customer Success
Uninstall.io
2016.05 - 2016.10
Co-Founder
DropCalories And Chaipatty Franchise
2015.06 - 2016.06
Head of Customer Success & Solutions Management
Unbxd
2015.05 - 2016.05
Consultant
Goldman Sachs
2013.09 - 2015.04
Bachelor of Science - Chemical Engineering
Jaypee University Of Engineering And Technology
2009.07 - 2013.07