Akshaya Kumar
Chennai
Summary
Experience in Customer Success across service and product with an ability to understand and provide solutions and retain and manage customers.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
Work History
Senior Customer Success Manager
Paperflite
07.2021 - Current
- Trained and set up the customer success team for Cleverstory.
- Trained, Mentored, Coached new hires across company on product, GTM process and CSM best practices.
- In the 0-1 milestone of the product was doing both pre-sales + CSM especially for large deals.
- Worked closely with product to build both incumbent and differentiated solutioning to win early customers.
- Onboarded customers for shorter time-to-value through high touch deep CSM/Onboarding experience.
- Awarded Digital Transformation awards by customers for solutions provided.
- Built model of engagement on pro-active engagement based on their planned activities and product engagement
- Manage high velocity customer as well as high enterprise deals with fortune 500 companies managing revenue of over $1million.
- Increased NRR from NRR early journey of ~78% to 100%
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Client Engagement Manager
dZine-Hub
6 2014 - Current
- Company Overview: eCommerce, Chennai, TamilNadu
- 7 Years of experience in engaging and retaining clients
- Successfully launched over 20 ecommerce websites across multiple industries
- Managed business over $5 million dollar
- Pre-sale process - Identifying the skill set and delivery model ideal for the project
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Project planning from Requirement to Delivery
- Worked with the design and development teams to ensure client's requirements are met
- In depth understanding of the Magento and Shopify ecommerce systems
- Helped re-platform ecommerce businesses thereby increase profits for the merchant by 2x
- Identifying solutions within the Magento architecture
- Experience in working with and integrating multiple payment methods
- Heat map and customer purchase pattern analysis
- Experience in working with Google Merchant center, Google Analytics, Google AdWords
- Experience in multi-channel selling applications and listing items on Multiple platforms like eBay, Amazon, cDiscount, Trademe
- Worked with clients across UK and Australia
- Managed accounts to retain existing relationships and grow share of business
- Worked out of UK for a short stint in 2017
- Training clients to work with Magento and Shopify
- Lead a team of 5 and worked on setting KPIs
- Interacted and managed multiple stakeholders on the project; design, development, marketing
- ECommerce, Chennai, TamilNadu
Quality Analyst
Cognizant Technology Solutions
01.2011 - 01.2014
- Company Overview: Insurance Domain
- Team Lead: Second Release of the Web Application for the Hartford
- Worked in over 7 projects for the client: Hartford Business Insurance
- Tested high complex Premium Rating logic for Automobile and Worker's compensation sectors, one of the largest projects for Hartford Business Insurance
- Part of the project for the induction of Commercial Automobile line of business for the state of Massachusetts states under the purview of the Hartford
- Involved in the Rating Logic testing for this project
- Core resource of the pilot web application project and also a part of the subsequent enhancements
- Was a part of the Automation Regression Testing for the database switch for an application
- Insurance Domain
Intern
AC Nielsen
04.2010 - 06.2010
- Conducted a survey to understand the consumer's preference and the usage of popular brands
- Was a part of a 3 member team, conducting the survey on a sample size of 200 consumers
- Presented a survey based project on retailing along with a team of 4 people
- Won the Desikachari Endowment Award for best presentation
Intern
Reliance Retail Ltd
04.2009 - 05.2009
- Responsible for Statutory compliance of the retail outlets
- Conducted store audit and verified labour records for compliance for over 30 outlets in Chennai
- Prepared a manual for steps to be followed to ensure compliance
Education
B.S.C - Information Systems Management
M.O.P Vaishnav College For Women
04.2008 - 04.2011
Skills
Account management
Coaching and mentoring
Application support
Proof of Concept (PoC)
Demonstration
Timeline
Senior Customer Success Manager
Paperflite
07.2021 - Current
Quality Analyst
Cognizant Technology Solutions
01.2011 - 01.2014
Intern
AC Nielsen
04.2010 - 06.2010
Intern
Reliance Retail Ltd
04.2009 - 05.2009
B.S.C - Information Systems Management
M.O.P Vaishnav College For Women
04.2008 - 04.2011
Client Engagement Manager
dZine-Hub
6 2014 - Current
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