Akshatha Hegde
Customer Success Manager
Mumbai
Summary
Dedicated customer success and communications professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
POLYTECHNIC
BACHELOR’S IN BUSINESS MANAGEMENT, CHRIST UNIVERSITY
SOPHIA
06.2010
- Achieved distinction in all subjects with an overall score of 65%
- Awarded ‘Best photograph of the Year’ 2010 for my submission
- Created an award-winning documentary on animal cruelty, Achieved distinction in all subjects with an overall score of 68% 3
Enterprise Customer Success Manager
Peak AI Insights Pvt Ltd
Mumbai
07.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Created customer support strategies to increase customer retention.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Planned, created, tested and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
- Provided customer and market feedback to the product team to help build features and solutions.
- Provided business, technical and product knowledge in support of post-sales activities.
CUSTOMER SUCCESS MANAGER
Sociabble India Pvt Ltd
Mumbai
05.2019 - Current
- Own overall revenue numbers for Sociabble APAC market through renewals/upsells to existing customers
- Deliver revenue goals of the company y-o-y and signed multi-year deals with Capgemini India, Tata Realty
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Build, manage, and develop high-performance key account management and customer success organizations
- Maintain and manage C level relationship with customers contributing to business success
- Identify and eliminate barriers to achieve Customer Success
- Primary OKRs include increasing adoption rate and span, CSAT and NPS
- Lead the Customer Success team to ensure that each CSM is successful and drove the team towards key performance metrics
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Started a new department called Sociabble Factory which is the agency outfit of Sociabble to produce content and videos for clients globally. Achieved revenue of 70K USD in 9 months.
DIGITAL COMMUNICATIONS MANAGER
TATA CONSULTANCY SERVICES
04.2017 - 04.2019
- Content creation which is SEO and SEM-friendly for both social media and the TCS website
- Managing communication strategy and plans for the corporate social media channels of TCS
- Supervising and managing agency relationships for quality control and asset management
- Online reputation management of the TCS community and crisis management
- Responsible for developing, and deploying internal communication initiatives
- Was deployed temporarily in Amsterdam in October 2018 to manage the campaign successfully
- The campaign garnered a minimum of 1,40,000 impressions on all platforms
MANAGER
MSL GROUP, DIGITAL COMMUNICATIONS
09.2014 - 04.2017
- Business worth 1.5 crores procured for the team
- Strategic business development and account planning lead for many brands;
- Supervising of content creation and managing assets for clients;
- Managing 2 (two) teams providing copywriting services, design services and client servicing and successfully integrating them on active campaigns;
- Head of quality control for retainer clients;
- Managing SEO and SEM campaigns for clients for 2 (two) years helping to grow sales;
Senior Account Executive
British Council, IFB Agro Foods
Mumbai
04.2012 - 04.2014
- Leading client servicing and campaigns for brands’ secondary role;
- Creating traditional media content for clients;
- Producing of high decibel PR campaigns for clients;
- Content curation from press notes to briefing documents;
- Building extensive media relations.
Image Executive
Perfect Relations
Mumbai
05.2011 - 06.2012
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Responsible for preparing press releases, media briefs and journalist Q & A kits for clients across Lifestyle and FMCG
- Managed media events, press conferences, and product releases for key clients such as Paris Hilton, Pitbull, Marico and others.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Carried out day-to-day duties accurately and efficiently.
PERFECT RELATIONS | Image Executive
04.2011 - 04.2012
- Leading client servicing and campaigns for brands’ secondary role;
- Creating traditional media content for clients;
- Producing of high decibel PR campaigns for clients;
- Content curation from press notes to briefing documents;
- Building extensive media relations.
Education
BBA - Marketing And HR
Christ University
Bangalore 03.2007 - 04.2010
Masters of Communications & Media - Public Relations, Advertising, And Applied Communication
Sophia Polytechnic
Mumbai 05.2010 - 03.2011
Skills
Customer Relationship Management (CRM)undefined
Certification
AWS Cloud Practitioner Certificate from Coursera
Timeline
AWS Cloud Practitioner Certificate from Coursera
12-2022
Enterprise Customer Success Manager
Peak AI Insights Pvt Ltd
07.2022 - Current
CUSTOMER SUCCESS MANAGER
Sociabble India Pvt Ltd
05.2019 - Current
DIGITAL COMMUNICATIONS MANAGER
TATA CONSULTANCY SERVICES
04.2017 - 04.2019
MANAGER
MSL GROUP, DIGITAL COMMUNICATIONS
09.2014 - 04.2017
Senior Account Executive
British Council, IFB Agro Foods
04.2012 - 04.2014
Image Executive
Perfect Relations
05.2011 - 06.2012
PERFECT RELATIONS | Image Executive
04.2011 - 04.2012
POLYTECHNIC
BACHELOR’S IN BUSINESS MANAGEMENT, CHRIST UNIVERSITY
06.2010
Masters of Communications & Media - Public Relations, Advertising, And Applied Communication
Sophia Polytechnic
05.2010 - 03.2011
BBA - Marketing And HR
Christ University
03.2007 - 04.2010
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