Kiran D

Customer Success Manager

Salesforce • Período integral

Feb 2025 - Present • 1 yr 5 mos

Customer Experience Strategy | SLA Management | CSAT/NPS Optimization | Incident Response Protocols. CRM & CX Tools (Salesforce, HubSpot, Zendesk, Intercom) | Customer Data Analytics. Service Incidents & Escalations|QBRs & Executive Relationship Management Onboarding & Retention | Cross-Functional Collaboration (Operations, Sales, Technical Teams). Colocation/Cloud Services Knowledge | Stakeholder Management across customer organization. Drove 15% expansion revenue via upsell strategies, QBRs, upsell strategies, and relationship management across global and domestic accounts (US, UK, Australia), ensuring customer-first outcomes. Managed post-sale operations and service incident resolution using Salesforce, HubSpot, and collaboration tools, aligning Operations/Sales/Support teams on CX metrics and customer feedback loops. Resolved escalations and delivered customized solutions, building trust and long-term partnerships in B2B SaaS environments. Analyzed feedback to contribute to product enhancements, resulting in 20% upsell revenue growth and 15% higher satisfaction scores Contributed to product enhancements through feedback analysis, resulting in 20% growth in upsell revenue.

Customer Success Manager

Adobe • Período integral

Jan 2022 - Jan 2025 • 3 yrs

Analyzed feedback to contribute to product enhancements, resulting in 20% upsell revenue growth and 15% higher satisfaction scores Contributed to product enhancements through feedback analysis, resulting in 20% growth in upsell revenue. Improved retention by 30% with lifecycle engagement programs, streamlining onboarding and reducing support response time by 25%. Optimized end-to-end workflows in Salesforce, enhancing CSAT and NPS through signature customer experience methodologies

Customer Success Associate

Axis Direct • Período integral

Aug 2017 - Dec 2021 • 4 yrs 4 mos

Drove client retention and churn reduction in BFSI through proactive relationship management, achieving consistent CSAT improvements and 20%+ revenue growth via upsell opportunities. Implemented CRM systems (Salesforce equivalents) for streamlined service delivery, reducing response times and enhancing customer satisfaction metrics like NPS. Managed customer success initiatives in BFSI, focusing on retention strategies, onboarding, and feedback loops to boost satisfaction scores and long-term client loyalty. Optimized CRM implementation and workflows, contributing to revenue metrics through targeted upsell strategies and high-touch account management. Increased NPS by 35% and CSAT by 20% via high-touch client programs and proactive onboarding in BFSI. Reduced support response time by 30% using Salesforce workflows, boosting upsell opportunities by 25% and contributing to 15% revenue growth. Focused on client retention, service delivery, and CRM implementation in BFSI, driving consistent satisfaction and revenue metrics.