Vaibhav Mohindru
New Delhi
Summary
A result-oriented professional enriched with 18 years of experience in Customer Success & Sales. A self-starter who derives motivation through customer satisfaction enjoys conversing with people from diverse backgrounds, and varied industries to assess valuable insights thereby offering consultative technology solutions to support their business goals and objectives.
Overview
18
18
years of professional experience
Work History
Senior Manager, Customer Success Management.
Icertis Solutions
Pune
10.2022 - Current
- Led a team of 4 Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement.
- Demonstrated exceptional people management skills by nurturing a high-performing team, conducting regular performance evaluations, and providing targeted coaching to drive individual and team growth.
- Successfully managed a portfolio of 10 major Enterprise accounts, including Infosys, Airtel, Genpact, MISC, and Allianz Australia, etc. Exceeded customer expectations and enhanced overall satisfaction.
- Achieved a record-breaking 32% increase in product adoption rates, showcasing the effectiveness of tailored customer engagement strategies.
- Played a pivotal role in a 37% upsurge in renewal rates, reflecting strong customer satisfaction and the ability to deliver tangible value.
- Successfully executed "Make It Right" (MIR) projects, rescuing three critical accounts and restoring their confidence in our solutions, which significantly contributed to the company's revenue stream.
- Spearheaded the development and execution of comprehensive QBRs, fostering transparent communication and alignment of goals with key stakeholders.
- Played a pivotal role in driving a minimum growth of 15% in ARR business by actively assisting Customer Advocates in crafting and implementing effective customer expansion strategies.
- Played a key role as an initial member of the CSM team, contributing to the creation and scaling of a new Digital Customer Success function from inception to full operation.
- Led the design and implementation of Gainsight at Icertis, tailoring the platform to meet specific customer success needs, and ensuring it became an integral tool for the CSM team's daily operations.
- Created multiple playbooks to standardize and streamline key processes, enabling repeatable and scalable success across the CSM team. These playbooks provided clear guidelines for managing customer relationships, driving engagement, and mitigating risks.
- Championed the establishment and leadership of Steering Committee meetings, facilitating high-level strategic discussions, and enhancing cross-functional collaboration.
- Ensured customer success by proactively monitoring customer usage and providing timely support.
Customer Success Manager
Adobe Systems
Noida
02.2018 - 10.2022
- Manage and grow a team of 5 Customer Success Managers on top-tier accounts.
- Responsible for coaching, performance management, and career development of the team.
- Create strategies to improve productivity and work levels. Develop strong relationships with customers and coworkers.
- Anticipate challenges in client setup and provide escalation management when necessary.
- Lead and participate in creating strategies that drive product adoption, Adobe awareness, and customer satisfaction throughout the customer life cycle.
- Own overall relationship with assigned clients, which includes increasing adoption and ensuring retention and satisfaction of the client.
- Establish a trusted, strategic advisory relationship with each assigned client and drive the continued value of our products and services.
- Develop strong, strategic relationships with clients/key decision-makers to identify and leverage the customer's business goals, growth strategies, and profit drivers.
Account Manager
Highlands Info Tech.
Noida
09.2017 - 11.2017
- Account Management and Team Handling.
- Client Handling and Client Management.
- Lead Generation through different sources like the Web, LinkedIn, Cold Calling, and many more.
- Qualifying and prospecting new clients. Selling Civil Engineering Software Packages and services, like Onsite Training and Consulting.
- Setting up onsite seminars and online webinars for clients across the globe. Achieving daily, weekly, monthly, and quarterly parameters in terms of sales targets and scheduling appointments for myself and the team.
- Responsible for maintaining and developing customer relationships with existing and new clients.
- Effectively and accurately manage personal revenue pipeline to maximize all business opportunities.
- Working with the Software Developing Team to get new features and new capabilities implemented in our software and fixing bugs, and other critical issues.
Account Manager
Encore Capital Group
Gurgaon
09.2009 - 09.2017
- Managed all inbound and outbound calls from customers.
- Led a team of associates to provide effective support and ennoblement services that exceed customer requirements.
- Coordinated with associates to resolve issues in payment programs. Analyzed client requirements and developed efficient relationships.
- Drive proactive acquisition of new clients and expansion of existing client services.
- Follow up with client leads and prospects.
- Selling financial solutions to companies that are facing financial hardship.
- Settling delinquent accounts and resolving credit issues with corporate firms.
- Ensured compliance with all security policies and regulations. Monitored complex situations for the collection process.
- Administered process and recommended improvements to the process.
- Collaborate with members in new project implementations across different geographical sites in the UK and the US.
- Conducting sessions with the end user teams and individuals for the training, including coaching for the soft skills, to ensure high performance in newly started or existing projects.
Education
Bachelors In Mass Communication - Mass Communications
Guru Jambeshwar University
Rohini06-2007
Graduate Diploma in Mass Communication - Mass Communication
Jagannath Institute of Management Studies
Rohini06-2007
Skills
- Stakeholder Management
- Customer Engagement
- Prioritization and Execution
- Teamwork and Collaboration
- User Feedback Collection
- Interpersonal Communication
- Requirements Building
- Customer Empathy
- Cross Functional Leadership
- Goal Setting
- Data Analytics
- Project Management
- KPI Tracking
Languages
Hindi
First Language
English
Advanced (C1)
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Creative Cloud
Acrobat Pro Dc
ICI CLM
Websites
Timeline
Senior Manager, Customer Success Management.
Icertis Solutions
10.2022 - Current
Customer Success Manager
Adobe Systems
02.2018 - 10.2022
Account Manager
Highlands Info Tech.
09.2017 - 11.2017
Account Manager
Encore Capital Group
09.2009 - 09.2017
Bachelors In Mass Communication - Mass Communications
Guru Jambeshwar University
Graduate Diploma in Mass Communication - Mass Communication
Jagannath Institute of Management Studies
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