Varun Kumar

• I had the privilege of being a part of the Prisma Cloud Customer Success Team where I managed customers from the NAM region.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Assisted in organizing and overseeing assignments to drive operational excellence.

● Maropost offers one stop platforms to automate all client marketing needs including Email, SMS, Web, and Social Media, Inbox monitoring and e-commerce.

● Successfully managed more than 55 accounts with an overall ARR of 8 Million USD.

● Conducted QBRs and EBRs with key stakeholders including CEOs, CMOs etc.

● Collaborated with sales, deliverability, support and product teams to address customer success objectives.

● Acted as a Subject matter expert from the Customer Success team and attended bi-weekly sprit planning/review calls with multi-functional teams.

● Guided clients with Online/Email marketing best practices, including but not limited to domain reputations and IP reputations.

● Handled and successfully negotiated Contract Upgrades, Downgrades, Renewals, Upsells and Cross sells by creating strategic pricing proposals. Ensured that each deal benefits both the client as well as the organization.

● Monitored metrics such as NPS, feature adoption and developed actionable insights to improve efficiency and performance.

● Leveraged and shared strategic insights using tools like GainSight PX, Confluence, Salesforce, PandaDoc and Jira.

● Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

● Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service. Ensured that clients see our services as a continuous value add.

● Single handedly hosted a live webinar on one of the key features of the Maropost Marketing Cloud platform.

● Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer success-support team.

● Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

● Established strong relationships with key stakeholders and decision makers, resulting in increased customer loyalty.

● Conducted periodic user training sessions to support customer understanding and product feature utilization.

● Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.

• Made outbound international cold-calls to VPs and C-Level executives to set up business introductory meetings for the client
• Worked effectively in fast-paced environments
• Self-motivated, with a strong sense of personal responsibility
• Demonstrated respect, friendliness and willingness to help wherever needed
• Excellent communication skills, both verbal and written
• Proven ability to learn quickly and adapt to new situations
• Applied effective time management techniques to meet tight deadlines.