Pawan Kumar

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Senior Manager, Customer Success

labra.io

Apr 2024 - Current (2 years 4 months)

• Conduct welcome calls and follow-up communications to ensure successful onboarding and to gather feedback for continuous improvement. • Develop and maintain positive relationships with customers, promoting customer retention and loyalty. • Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps to maintain an accurate view of the health of the assigned customer segment. • Develop and execute a strategy for continuous improvement of team KPIs and what great looks like for the Customer Experience TeamProactively anticipate customer needs and effectively manage reactive customer requests. • Identifies underlying customer needs and leverages company resources to meet those needs in ways that re

Customer Success Manager

Checkmarx

Mar 2023 - Sep 2023 (7 months)

• Lead and coordinate the deployment and adoption of Checkmarx products for USA and Canada customers. • Initiate sessions to drive customer awareness of product features and Checkmarx services, to maximize the adoption and realized the value of their purchased solutions. • Empower customers to achieve their goals and meet their KPIs with Checkmarx products. • Proactively and consistently engage customers to positively impact customer loyalty and maintain an accurate view of the health of the assigned customer segment. • Work closely with Product Management, R&D, and Support teams to promote customer requests. • Ensure that the Checkmarx solutions continuously support the ongoing needs and security objectivesof each customer.

Senior Customer Success Manager - EMEA

Gainsight

Jul 2022 - Mar 2023 (9 months)

• Work with new and existing Gainsight customers to provide onboarding, integration, education, and documentation to drive long-term customer success & value with Gainsight • Recommend best practice use case of Gainsight based on understanding the customer's business, use cases, success criteria for getting value, and data. • Collaborate closely with cross-functional teams to support the success of our customers, includingSales, Customer Marketing, and other Post-Sales functions. • Build relationships with key stakeholders in the customer's organization to enable a great customerexperience and capture any concerns from a commercial perspective. • Serve as an important source of information regarding the customer's business needs and pr

Manager, Customer Success

GEP Worldwide

Aug 2021 - Jul 2022 (1 year)

• Establish and manage Fortune 500 clients, maintain loyal relationships with key stakeholders, and work closely with other leaders in Product Engineering and Product Management to deliver productsolutions that will be highly successful in the marketplace. • Ensure optimisation of GEP's solution for gaining maximum value by helping clients employ best practices and strengthen GEP's partnership by facilitating relationships across various client brands, teams, and/or departments • Provide training/development guidance to the Customer team and document success strategies and best practices for Internal training • Responsible for managing all the escalations on service delivery within the team and developing processes, and coaching and men

Customer Success Manager - North America

Freshworks

Dec 2019 - Jul 2021 (1 year 8 months)

• Working with a portfolio of $ 2M-3M ARR in the North American market. Actively working with customers ensuring high product adoption and driving success stories around them. • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals using product expertise and knowledge. • Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing,support, etc.) to ensure customer's issues/solutions are addressed • Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools) • Maintain a detailed understanding of products and services, assist customers with questions

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Customer Success Executive

SplashLearn

Jun 2017 - Nov 2019 (2 years 6 months)

• Work very closely with the Product and Development team for new feature requests, potential modifications, deal closing requests and bug fixes. • Maintain good relationship with all stakeholders (teachers, principal, IT-administrators) ◦ • Work cross-functionally with marketing, engineering, and support team in order to drive revenue and customer success. • Promptly respond to customer emails, calls & clear support tickets promptly from assigned school accounts • Present & demonstrate compelling solutions to clients via the phone, screen-share, emails, webinar,and demo. • Conducting product training sessions for new associates in sales, support, and customer success team.

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Senior Sales Specialist

A2Nkart

Sep 2014 - May 2017 (2 years 9 months)

• Successfully achieved and over-achieved target every single month. Minimum revenue of $15,000every month in a target-based environment. • Built business by identifying and selling prospects; maintaining relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements. • Always considered to be one of the best performers and among the top 5 out of the other 100 present in the process and awarded the best quality scores by the Performance Specialist and the Quality department. • Finding business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.

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