PROFILE STATEMENT Certified and focused customer success professional specializing in lead generation, customer relationship development, and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge, and exceeding expectations. Proficient Customer Success Manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in NPS, CRM, Adoption, ROI to key-stakeholders, Customer Satisfaction and Advocacy. I hereby admit that the information shared through this document is authentic and true to the best of my knowledge. – Utkarsh Khondalay
Hi, I’m
Utkarsh Khondalay
Customer Success Lead
Bandra, Mumbai,Maharashtra
Summary
Overview
4
Years of customer success professional experience
25
Enterprise level accounts onboarded
15
CS team members managed
3
Enterprise accounts feedbacks and upsells
Work History
DigitalzonePune, Maharashtra
Customer Success Lead
01.2023 - Current
Job overview
- Organized client portfolio and distribution of strategic accounts amongst CS reps, managed seamless expansion while maintaining sustainable recurring revenue
- Developed and maintained client relationships to ensure digital marketing efforts were aligned with company goals
- Rebuild process, strategy, and training materials in cooperation with internal department leads
- Improved Brand reliability through detailed review with clients on campaign performance metrics, renewal strategies and campaign optimisation, Internal feedback & CS team scaling
- Key Accounts: Adobe, , Google, MongoDB, Slack, CISCO etc
- Promoted 3 times and received 4 raises for continued success at achieving goals.
DigitalzonePune
Customer Success Specialist
01.2021 - 12.2022
Job overview
- Managing accounts with Senior CSMs and maintain assigned accounts deliverables and campaign launches
- Internally
- Prepare, analyze, and present detailed post-program/campaign results that includes ROI, key learnings and future program recommendations
- Collaborate with CS Leadership to identify opportunities to optimize process with Internal teams and clients like,
- Retained and grew 10+ large enterprise accounts by 30% by establishing personalized customer success strategies.
IDMSMumbai
Director Marketing
05.2020 - 12.2020
Job overview
- Incorporated product changes into marketing messages to drive customer engagement and maximize net new logo penetration
- Developed and presented marketing plans and reports to CEO and shareholders
- Initiated sessions with sales team leaders to brainstorm new ideas and promotional strategies
- Ran marketing campaigns in Tier-1 cities (Delhi, Mumbai, Pune) with cutthroat budgets for paid media and press conferences
- Key Accounts: Government of Maharashtra, BPCL, Central Prison department of India etc.
Think & Learn pvt. LtdMumbai
Business Development Associate
07.2019 - 11.2019
Job overview
- Built and strengthened relationships with new and existing accounts to drive revenue growth
- Trained clients on product features and updates to secure buy-in
- Attainment of Monthly sales quota for 3 Month consecutively, 91% of client retention rate achieved during the tenure
- Shadow and train new hires for sales process on field and process training to help reporting line with bandwidth while maintaining performance
- 2
- ACHIEVEMENTS AND WINS
- Directly managing team of 12 Customer Success reps
- And responsible for training and evaluations
- Helping leaderships vision for departmental scaling and client satisfaction
- Identified Micro level process errors in email marketing metrics, campaign analysis reports, campaign tracking systems and bandwidth and creatively implementing new ideas that is highly appreciated by CX
- Leadership
- Collaborating with sales reps to identify the clients 360’ fulfillment of marketing needs and create strong trust towards brand through this approach
- Experience with a variety of marketing automation, sales, and CRM tools; Hubspot, Salesforce, Marketo,
- Google Analytics, Zoominfo, & similar tools directly and indirectly.
Education
Shri Datta Meghe Polytechnic
TSSM’s B.S.C.O.E.R (Bachelor’s degree) from Mechanical Engineering
08.2016 - 06.2019
University Overview
- Awarded as Student with most contribution to college welfare 2018-2019.
- Professional Development: Paper presentations and research projects presentation.
- Ranked in Top 15% of class
- Extracurricular Activities: Represented college at state level theatre and arts competitions and bagged first position for the team and myself.
Skills
- SOFTWARES AND TOOLS
- Microsoft SharePoint; Power BI; Excel; GuideCX; Snappy; Salesforce; PowerPoint; Trello; LeadSquared; ZoomInfo;
- Integrate; ConvertR
- Lead Generation
- Lead Management
- Staff Leadership
- Account Management
- Interdepartmental Collaboration
- Renewal Opportunities
- Customer Retention
- Report Analysis
- Pipeline Development
Timeline
Customer Success Lead
Digitalzone
01.2023 - Current
Customer Success Specialist
Digitalzone
01.2021 - 12.2022
Director Marketing
IDMS
05.2020 - 12.2020
Business Development Associate
Think & Learn pvt. Ltd
07.2019 - 11.2019
Shri Datta Meghe Polytechnic
TSSM’s B.S.C.O.E.R (Bachelor’s degree) from Mechanical Engineering
08.2016 - 06.2019
Similar Profiles
Jacqueline HatfieldJacqueline Hatfield
Senior Manager, Events & PR at DigitalzoneSenior Manager, Events & PR at Digitalzone
Trevor MorrisTrevor Morris
Sales/Revenue Enablement Manager at DigitalzoneSales/Revenue Enablement Manager at Digitalzone
Prity SinghPrity Singh
Director of Operations at DigitalzoneDirector of Operations at Digitalzone
Shruti Joshi DarbastwarShruti Joshi Darbastwar
Team Co-Ordinator Operations at DigitalzoneTeam Co-Ordinator Operations at Digitalzone
Sahil JambleSahil Jamble
Client Relationship Manager at Pluxee India (Sodexo SVC)Client Relationship Manager at Pluxee India (Sodexo SVC)