Milestone Inc

- Providing mentorship, guidance, and professional development opportunities to the team of 8 Senior CSMs and CSMs to enhance their skills and drive performance excellence.
- Successfully maintaining churn under 10% annually while achieving a growth rate of 30% through strategic customer retention and expansion initiatives.
- Leading key customer success initiatives such as building playbooks, redesigning MBR/QBRs, and providing comprehensive training and enablement for new joiners, ensuring alignment with company goals and objectives.
- Effectively managing CS operations, including coaching the team to scale and take on enterprise projects, optimizing workflows, and driving efficiency.
- Collaborating to build and train CSMs, successfully launching the hospitality playbook, and providing ongoing training and enablement to enhance team capabilities and performance.
- Partnering with the COE team to build and successfully launch workflow, blueprints, automated reports for products and services, ensuring standardized processes and best practices across the organization.
- Developing and executing strategic plans to drive customer success and achieve organizational objectives, while maintaining a customer-centric approach.
- Collaborating closely with cross-functional teams including Sales, Product, Marketing, and Analytics to ensure alignment and maximize customer satisfaction and retention.
- Driving continuous improvement and innovation within the customer success function, leveraging data, feedback, and industry best practices to enhance processes, workflows, and customer experiences.

Senior Manager, Customer Success

- Providing mentorship, guidance, and professional development opportunities to the team of 5 Senior CSMs and CSMs to enhance their skills and drive performance excellence.
- Successfully maintaining churn under 10% annually while achieving a growth rate of 30% through strategic customer retention and expansion initiatives.
- Spearheading customer success initiatives such as implementing a CS platform with the VP of CS and introducing a Crisis, Recovery, and Growth (CRG) framework during COVID-19 to mitigate churn and retain customers effectively.
- Partnering with another team manager to establish and train a new customer success team of 9 individuals for an enterprise project, ensuring seamless integration and alignment with overall company objectives.
- Effectively managing a customer support team of 7 professionals, fostering a culture of excellence in customer service and ensuring timely resolution of customer issues.
- Developing and executing strategic plans to optimize customer success efforts, aligning with company goals and objectives.
- Collaborating closely with cross-functional teams including Sales, Product, and Marketing to ensure a holistic approach to customer success and maximize customer satisfaction.
- Continuously evaluating and refining customer success processes and workflows to enhance efficiency, effectiveness, and overall customer experience.
- Leveraging data analytics and insights to inform decision-making and drive actionable strategies for customer success and growth.
- Maintaining a strong focus on understanding customer needs, preferences, and pain points to deliver tailored solutions and drive long-term customer value.

Manager, Customer Success

- Being the main point of contact for Mid-Market clients, ensuring their needs are met and satisfaction is maintained with a CSAT above 90%.
- Act as the primary liaison between Mid-Market clients and internal teams, ensuring timely execution of deliverables and accurate resolution of escalated customer issues.
- Own onboarding, retention, and health metrics for assigned clients/accounts, aiming to maintain a high level of customer satisfaction and keeping churn under 10% annually.
- Mentoring new Customer Success Managers, ensuring they complete their training to meet or exceed performance targets.
- Collaborate closely with Sales management and other departments to align on strategy and best practices tailored to each vertical, fostering cross-functional synergy.
- Serve as the voice of the customer within the product team, advocating for enhancements and features that align with client needs and preferences.
- Utilize internal and external best practices to drive performance improvements, fostering innovation, experimentation, and iteration within the team.
- Handle diverse clients across sectors including Hospitality, Banking, Auto, and Retail, adapting strategies to meet the unique needs of each industry.
- Continuously identify and implement opportunities to increase efficiency and enhance the overall customer and agent experience, leveraging insights from data analysis and customer feedback.

Senior Customer Success Manager

- Being the main point of contact for SMB clients, ensuring their needs are met and satisfaction is maintained with a CSAT above 90%.
- Serve as the primary liaison between clients and internal teams, ensuring timely execution of deliverables with 95% adherence to project timelines.
- Manage multiple strategic client site promotions, driving revenue growth by 10% quarterly.
- Develop and implement digital marketing strategies to increase website traffic and improve conversion rates.
- Regularly monitor online campaigns, analyzing key performance metrics and providing recommendations for optimization to achieve growth in ROI.
- Stay updated on industry trends to offer informed guidance and support, contributing to the improvement in client satisfaction.
- Generate regular ROI reports, tracking success metrics and formulating strategies to capitalize on strengths and address weaknesses.
- Collaborate with internal teams including SEO, Design, Programming, Sales, and Accounting to achieve monthly and quarterly objectives.
- Provide recommendations and analysis on search engine marketing, display remarketing, social, and ad exchange media, to drive revenue.
- Drive revenue growth for SMB accounts through effective cross-functional collaboration and strategic execution of client initiatives.

Customer Success Manager

Practical CSM

Practical CSM provides consultancy, training, and certification services for Customer Success professionals - helping them to become both more productive and more effective in their roles. 

Practical CSM also help entire Customer Success teams to develop and implement their Customer Success strategy, to standardize on how core activities are performed, and to train and certify all CS team members to the minimum standard of professional competence.

Member

SuccessHACKER

SuccessHACKER's mission is to inspire, educate and empower the people that power the Customer Success economy. We're a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies.

Gain Grow Retain

Gain Grow Retain is a community for Customer Success leaders in B2B SaaS organizations. This community is designed to support leaders of all organizations to get access to direct, actionable support from their peers. 

GGR facilitate best practice discussion, helping to tease out what organizations big and small are implementing to better serve their customers. To attract a diverse group of individuals, they're delivering content through our Online Community Platform, Podcast, and Weekly Leadership calls.

Softweb Solutions Inc.

Softweb Solutions is a Chicago based tech consulting firm that provides state-of-the-art solutions to make your business better. Our areas of expertise can be divided into three core areas: Enterprise Mobility, Web Technologies and Cloud Consulting.

• Contact International Businesses or private individuals.
• Marketing of IT and Web solution like, Enterprise Mobility, Application Development, Big Data & Analytic, Cloud Computing, SharePoint, Enterprise Web Presence, CRM, E-Commerce, Managed Services, QA Services, Digital Marketing Services, UI/UX Design.
• Coordinating and pursue business development activities.
• Follow up on initial contacts.
• Project handling.
• Relationship building (Client Servicing).
• Describe products and services.
• Respond to questions asked by prospects.
• Obtain customer information & requirements on call/email.
• Data entry and maintenance of customer/potential customer databases using Sugar CRM and Excel.
• Maintain records of telephonic interactions, accounts and appointments.
• Work closely with other departments for efficient performance.
• Obtain possible customer leads/contacts.

Marketing Executive

Nishuta Technolabs Pvt. Ltd. (FKA Sandhi Digital Media Marketing Pvt. Ltd.)

Nishuta Technolabs Pvt Ltd. is a niche’ web development and IT solutions firm with operations in USA, Canada and India.

Nishuta Technolabs Pvt Ltd.– provides a complete platform for web development and IT solutions.Its the cutting-edge company with state-of-the-art infrastructure and facilities. With the expertise and innovative solutions, its created a niche clientele in the field of diverse IT and internet marketing strategies. Driven by the latest technology and a proven methodology, Its rapidly expanding the business and aim to be a leader in offshore business process outsourcing.

• Communicate with the international clients.
• Coordinating and pursue business development activities.
• Marketing of IT and Web solution(Website Development, Mobile Applications, ).
• Project handling.
• Problem solving.
• Relationship building (Client Servicing).
• Handling Pre sales and Post sales
• Developing strategies for sales and service effectiveness.
• Identify and recommend new sales initiatives for accelerated growth.
• Use CRM software to track and manage sales targets, lead response, and customer service inquiries.
• Lead client contact for escalations and high priority inquiries.
• Work closely with other departments for efficient performance.
• Assist in the preparation of sales forecasts & client reports.

Online Sales and Marketing Executive

The Coca-Cola Company

The Coca-Cola Company (NYSE: KO) is the world's largest beverage company, refreshing consumers with more than 500 sparkling and still brands. Led by Coca-Cola, the world's most valuable brand.Coca-Cola is the world's largest beverage distribution system, consumers in more than 200 countries enjoy our beverages at a rate of 1.7 billion servings a day.

• Meet Prospective clients.
• Market Tapping.
• Market survey & Products tracking,
• Customer service & Relationship building

Summer Internship Programme

My aspiration in life is to continue crafting my passion. My passion is Customer Success, where I can focus on a proactive, holistic, and organization-level approach that leverages technology and real-enough-time visibility into customer health to ensure my customers – including those who directly use and those who benefit from the use of the product/service – continually and increasingly receive value from the product/service throughout their lifetime as a customer.

Specialties:
Customer Success Management - Onboarding, Adoption, Retention, Growth, Advocacy, Strategic Advisor 
Team/People Management
Digital Marketing, SEO, Local, SEM, Social Media, Paid Search
Player/coach mentality
Understanding of competitive landscape
Project management
Product management

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Krishna Adhyaru's Linkedin Analytics

Krishna Adhyaru

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Krishna Adhyaru

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Krishna Adhyaru's Linkedin Analytics