Accomplished Drummer
Pranav Kumar K.R
Lead - Customer Success
Chennai
Summary
Seasoned Account Manager with 5 years of experience working in the technology and software industry. Skilled in business strategy and growth, conflict resolution and client management. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Lead - Customer Success
Vajro - The Mobile App Builder On Shopify
2 2023 - 2024.03
- Played a pivotal role in rebuilding the customer success team from scratch and the training and managing of a team of 10 product consultants.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Boosted customer retention through diligent follow-up and relationship-building efforts. Maintained a mid market churn % of only 1.6% across the CS function.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner while maintaining the team's average CSAT score at >85%.
- Influenced product roadmap by advocating for customer needs and providing valuable feedback from key customers to internal stakeholders.
- Conducted regular check-ins with key accounts, ensuring ongoing satisfaction and fostering loyalty with major brands such as Milky Mist, GNC India, Lotus Herbals, Deodap etc.
Customer Success Specialist
Vajro - The Mobile App Builder On Shopify
2021.08 - 2023.02
- Cultivated customer loyalty, promoted repeat business, and improved sales with the effective usage of product features
- Maintained a low churn rate of 2% while handling a portfolio of 50+ key accounts in the North American region.
- Achieved the highest number of customer testimonials/reviews on the Shopify platform in a year with 72.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
Senior Account Manager
Zomato Media Pvt. Ltd.
2019.06 - 2020.02
- Effectively managed Key accounts and substantially large chain of restaurants across the city such as Hotel Saravana Bhavan, Shree Mithai etc
- Undertook the expansion of these major brands by process of setting up kitchen spaces across the city
- Responsible for handling prime accounts which were previously exclusive on competition platform and successfully outperformed previous sales statistics held by competition
- Generated in-app advertisement sales products averaging a monthly recurring revenue of Rs.1.5 Lakhs
Account Manager
Zomato Media Pvt. Ltd.
2018.06 - 2019.06
- Identified, studied and managed potential accounts (restaurants) by developing sales strategies to increase performance in current market scenario
- Generated advertisement sales products averaging a monthly recurring revenue of Rs.80,000.
- Influentially involved in the signing of top performing accounts in central Chennai exclusively to Zomato’s platform, thus, providing an edge over competition
IT Risk Analyst
Ernst & Young - India
2017.06 - 2018.06
- Performed IT Risk Analysis for major accounts such as - The World Bank Group, Cognizant and EasyAccess
- Represented EY in the 2018 Annual World Bank Client Conference held at World Bank HQ - Washington DC
- Performed lifecycle assessment of Business Process and IT Application support engagements in various sectors
Education
High School Diploma -
PSBB Senior Secondary School
Chennai 2013.03 - 2014.05
Bachelor of Commerce - Information Systems Management
R.K.M.Vivekananda College
Chennai 2014.06 - 2017.06
Skills
- Cold Calling
Customer Relations
Product and Service Sales
Microsoft Office
Team Building
Interests
Table Tennis
Travelling
Gaming
Timeline
Customer Success Specialist
Vajro - The Mobile App Builder On Shopify
2021.08 - 2023.02
Senior Account Manager
Zomato Media Pvt. Ltd.
2019.06 - 2020.02
Account Manager
Zomato Media Pvt. Ltd.
2018.06 - 2019.06
IT Risk Analyst
Ernst & Young - India
2017.06 - 2018.06
Bachelor of Commerce - Information Systems Management
R.K.M.Vivekananda College
2014.06 - 2017.06
High School Diploma -
PSBB Senior Secondary School
2013.03 - 2014.05
Lead - Customer Success
Vajro - The Mobile App Builder On Shopify
2 2023 - 2024.03
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