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Candidate Details

Name :

Apeksha Dias
Qualification :
Customer Success and Account Manager
Industry :
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Candidate ID:
AD207
This candidate has been hired.

Customer Success and Account Manager

About our Client

Commercially savvy Customer Success and Account Manager with a flair for sales and 10+ years’ experience in building customer relationships, driving revenue growth, and exceeding customer expectations. Expertise in identifying and solving problems, providing training and support, and building relationships with key stakeholders. Skilled in driving business growth and managing the overall success customers have with products and services. Capable of working under pressure to manage competing priorities and communicating effectively at all levels.

Achievements

Key Skills

• CustomerSuccess

• Business Development

• Key Account Management

• Customer Retention

• Negotiation

• SaaS Sales

Professional Experience

Strategic Account Manager

Sept 2023 – present, FoundIT, Internet Publishing

• Build and maintain strong relationships with key clients through awareness of business objectives and challenges

• Develop and execute strategic account plans to meet client goals and drive revenue growth

• Identify upsell and cross-sell opportunities to expand business with existing clients

• Collaborate with internal teams to ensure the successful delivery of products and services

• Monitor market trends and competitor activities to identify potential risks and opportunities

• Provide regular updates and reports on account performance and progress towards goals

• Act as a trusted advisor to clients, offering strategic guidance and insights

• Resolve issues raised by clients in a timely manner and conduct regular meetings and check-ins to maintain strong relationships and understand their evolving needs

• Analyse account data and performance metrics to identify areas for improvement or growth

• Collaborating with internal teams (such as sales, marketing, and product) to develop tailored solutions and proposals

• Participating in sales presentations to prospective clients and negotiate contracts, pricing, and terms

• Provide product demonstrations and training sessions

• Monitor industry news and trends to stay informed about market developments

• Conduct regular business reviews with clients to assess satisfaction and identify opportunities for value-added services

 

Sales Team Manager

July 2018– June 2023, bayut.com | dubizzle.com, Online Marketplace,

Started as Sales Account Manager in 2018, Promoted to Team Lead in 2020 and Sales Team Manager in 2021

Accomplishments

• Led a team of 11 sales managers to achieve and exceed sales targets

• Developed and implemented a sales strategy that resulted in a 20% increase in sales via increased retention and acquiring new business

• Identified Upselling and Cross-selling opportunities to increase revenue by an additional 10%

• Successfully managed a pipeline of $10 million in potential sales

Key Functions

• Developed and implemented sales strategies and tactics to achieve sales goals

• On-boarded and trained new customers, providing the information and resources needed to get started

• Recruited, hired, trained and developed the sales team to identify leads, and provided demos to potential customers

• Forecast, tracked and analysed sales data to identify trends and opportunities and improved customer experience

• Developed and maintained relationships with key customers and partners

• Resolved escalations from customer complaints and issues

• Attended meetings with management and presented the sales pipeline

• Managed gross retention of customers by ensuring renewal of customer contracts and act as single point of accountability for adoption (based on defined success criteria)

• Collected key client feedback and addressed it to the team to reflect the voice of customers on the product roadmap

• Strove for success across key indicators for CSM, which are Retention (Renewals) and worked in partnership with the Account Executive to drive Cross Sell and Upsell opportunity

• Maintained client engagement with assigned customer portfolio throughout the full customer lifecycle including regular executive business reviews

Inside Sales Representative

April 2017 – Feb 2018, SMS Global Messaging, Mobile Messaging Technology Provider

Overview: Proactively engaged and nurtured leads, conducted sales calls and demos, and closed dealsto drive revenue growth

• Entered customer transaction information into company databases

• Evaluated client feedback to brainstorm ways to improve products and provide quality customer service

• Updated and expanded client databases within assigned territory

• Arranged in-person meetings and visited with clients to improve success of sales pitches

• Cold called potential customers to generate leads

• Responded promptly to customer queries to increase overall satisfaction

Business Development Manager

May – Dec 2015, TME Group, specialist in exhibitions and corporate activities

• Assisted with sales development and pipeline creation

• Developed quotes and proposals for prospective and existing clients.

Additional Experience

• Ad Sales Manager, Saavn Media Ltd, June – Dec 2014

• Key Account Manager, Bennett & Coleman Group, Sept 2012 – May 2014  

• Key Account manager, Sodexo SVC, Feb 2009 – Aug 2012                                                    

• Customer Care Executive, DHL Express, April 2006– Jan 2009

Education

Post Graduate Diploma in International Business

• Bachelor of Commerce

Interests

Skills

Technical Skills

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