Customer Service Success Manager

Shukrati Singh

Seattle, WA 206-***-**** **********@*****.*** https://www.linkedin.com/in/shukrati/ EDUCATION

Thapar University Punjab, India

Bachelor of Engineering, Computer Science Graduation Date: Jul 2016 Aspireship Seattle, Washington

Customer Success Foundation

EXPERIENCE

Perfect Front End Seattle, WA

Sr. Customer Success Manager Oct 2022 - Present

Created visualization prototypes in direct collaboration with stakeholders to increase understanding and adoption of SAAS software by 90%. Troubleshoot customer issues with access, data and reporting, reducing number of customer escalations by 20%. On-boarded 5 Account Executives, developed and delivered technical demos to CxO level executives for 10+ prospects with a conversion rate of 80%, resulting in $1M increase in annual recurring revenue. Wooqer Bangalore, India

Client Relationship Manager May 2019 - Jan 2022

Client Advocate - Successfully managed post-sales activities and built strong relationships with clients, increasing penetration within client organization by 45%.

Served as a subject matter expert, educated and coached over 500+ professionals, on-boarded 50+ clients, delivered 200+workshops and live webinars which improved customer engagement.

Successfully monitored health of 100 clients and created risk mitigation plans which resulted in a 10% reduction in customer churn annually. Increased adoption from 75% to 90% by analyzing business and operational metrics in problem areas, determining potential root cause scenarios and pursuing data-driven approaches.

Successfully Increased DAU & MAU from 60% to 90% by analyzing customer data and provided value driven data insights, adjusting programs and offerings as per clients needs.

Worked cross-functionally with 4+ teams to develop root cause analysis for identified problems which led to process improvements benefiting over 100,000 users.

Unacademy Bangalore, India

Educator Relationship Manager May 2018 - Apr 2019

Successfully increased revenue from 200K to 350K by launching 2000 courses in collaboration with the Planning & Strategy Team. Scaled the revenue of notable educators' accounts from 90K to 150K in Q3, 2018 through strategic planning and management. Exhibited operation and execution excellence by successfully launching 1000 courses in Jan, 2019 while managing a smooth transition to subscription model. Simplilearn Bangalore, India

Inside Sales Manager Jul 2016 - Apr 2018

Strategically executed short-term and long-term sales plans to steadily achieve revenue targets in tandem with organizational objectives, resulting in surpassing targets by 106% in January 2017 and 146% in March 17. Analyzed historical sales data to develop insightful recommendations for the executive team on areas of improvement which led to a 3% increase YoY of win rate on large deals.

PROJECT EXPERIENCE

Wooqer Bangalore, India

Client Relationship Manager May 2020 - Oct 2020

Successfully digitised the new store opening process for 10 clients to ensure stores are deemed operational, on time, and within budget resulting in a 75% reduction in time spent on site and a 50% increase in accuracy of data collected. This allowed for greater visibility into the progress of each store opening, as well as identifying potential risks and issues early on and also resulted in increased customer satisfaction due to the streamlined nature of communication between various teams. LEADERSHIP EXPERIENCE

Wooqer Bangalore, India

Client Relationship Manager Nov 2020 - Apr 2021

Managed a team of 5 new employees as client relationship managers who were responsible for maintaining relationships with key accounts. Unacademy Bangalore, India

Educator Relationship Manager Mar 2018 - Aug 2018

Successfully coached 20 interns on policies and introduced Unacademy mentorship program for new recruits, reducing onboarding time by 50%. SKILLS & INTERESTS

Skills: Hubspot, Salesforce, Microsoft Office (Excel, Word, PowerPoint), Interests: Playing Guitar, Pursue Yoga and Meditation

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