Ajay Abhishek
Customer Success Manager
Bangalore
Summary
I am a results-driven professional with nearly 9 years of diverse experience in retail operations, team management, and customer success within the SaaS industry.
My career began at Decathlon, where I initially served as a Sales Manager and was subsequently promoted to Department Manager, overseeing multiple brands. During my 3.6 years with the company, I developed expertise in sales strategy, operations management, inventory control, and team leadership, consistently driving performance and operational efficiency.
Following my time at Decathlon, I joined Go Sport in Whitefield, Bangalore, as a Department Manager and Product Trainer. In this role, I contributed to optimizing departmental performance while enhancing product knowledge and training capabilities for the team. I spent 1 year and 3 months in this position, refining my leadership and training skills.
Currently, I am employed as a Customer Success Manager/Account Manager at Appobile Labs, a role I have held for 4 years. I am responsible for onboarding and training new clients, while ensuring our platform aligns with their evolving business needs. My primary clients come from the FMCG and CPG sectors, where I work closely to drive product adoption, enhance user experience, and foster long-term business growth.
Overview
10
10
years of professional experience
Work History
Customer Success and Technical Support Manager
Appobile labs
07.2020 - Current
- Appobile Labs, a SaaS firm, where I am responsible for on boarding new customers, training them to use the system, and also understand and cater the growing business needs through the platform, my clients were majorly from FMCG and CPG industries, along with customer success management I am also responsible for technical support for key accounts
- Working as a Customer Success Manager for the enterprise clients and generating 30% of the total monthly recurring revenue
- Understanding the Client's Key Business problem and
- Requirements (FMCG/FMCD) industry and mapping it to the SalesDiary platform to automate and improvise the entire sales process and enable sales growth
- Responsible for the Account Portfolio growth of 10%
- Q-O-Q by up selling and cross-selling
- Developing success plans for customers that outline their critical success
- Establishing a trusted advisor relationship that works to ensure customer's overall satisfaction with our products
- Investigating and solving customer's problems, which may be a complex or long-standing problem
Department Manager/Trainer
GO Sport
03.2019 - 06.2020
- I was responsible for 50% of the store's business along with team management
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
- Arranged sales incentives with store management and vendor representatives to reward deserving team members for exceeding expectations
- Sales processes, Special needs teaching, Product training
- Managed recruitment, training and development for highly effective sales team
Department Manager and CRM Referent
Decathlon
07.2017 - 03.2019
- Mentored a team of 7 people in the cycling department Btwin which had a target of 10 crores per annum by taking care of piloting, commercial policy, business plan and making computational analysis for the respective sport
- CRM Referent was another additional responsibility I welcomed with the passion to serve the best for our customers
- Taking care of all the cash counter operations from billing to user satisfaction
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness
- Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
Sales manager
Decathlon
01.2015 - 09.2017
- Taking care of sales and customer relationship in a department
- Meeting customer needs and satisfaction
- Team development and coaching
- Target achievement
- Established and cultivated solid business relationships with new or existing customers
- Resolved customer issues quickly to close deals and boost client satisfaction
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
Education
Bachelor Of Business Administration - Commerce
Mysore University
MysoreSkills
Client account management
Team building
Shrink management
Product/Sales training
Additional Information
English, Hindi, Tamil, Telugu and Kannada
Timeline
Customer Success and Technical Support Manager
Appobile labs
07.2020 - Current
Department Manager/Trainer
GO Sport
03.2019 - 06.2020
Department Manager and CRM Referent
Decathlon
07.2017 - 03.2019
Sales manager
Decathlon
01.2015 - 09.2017
Bachelor Of Business Administration - Commerce
Mysore University
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