Apekshita Arora
Vancouver,BC
Summary
A dedicated customer advocate, analytical thinker and problem-solver dedicated to streamlining operations to increase customer satisfaction, decrease costs and promote loyalty while driving revenue growth. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Kallidus Technologies (previously Sapling HR)
2021.05 - 2024.05
- Sapling is an Onboarding tool and I managed a portfolio of 40 high-value customers
- Drove high level of customer satisfaction by scheduling regular cadence and following up with frequent updates on pending items
- Received customer feedback by conducting Health Checks; identified at-risk customers and put together an actionable plan in collaboration with cross-functional teams; resulted in improved customer health for over 13 accounts within first year of engagement, retaining USD 300k worth ARR
- Led process improvement and problem-solving efforts to create standard CS procedures resulting in improved efficiency for the whole team
- Established Business Impact review process and developed actionable insights to improve efficiency and performance; it was a great success in Sapling's start up environment
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Success Associate
Optimus Information
2020.09 - 2021.05
- Optimus provides IT services to its IT product customers. Within 6 months of joining Optimus I re-established connection with 60% of dormant customers and brought USD 350k worth leads for sales team
- Services internal customers and documented their current business needs which resulted in new opportunities worth USD 135k
- Became a customer advocate and streamlined internal process to address customer requests seamlessly
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed problems and escalations to ensure teams work in sync to achieve SLAs
Associate Account Manager
Photon Interactive Private
2016.04 - 2019.12
- Developed strategic relationships with key stakeholders across 3 retail accounts by persistently staying in touch with prospective leads
- Acquired thorough understanding of customer’s digital needs and requirements through consultative selling
- Expanded relationships with 2 major BFSI accounts worth USD 3.36millions by continuously proposing solutions that meet their objectives
- Served as focal point between key customers and internal teams to smoothly handle 7 teams working on iOS and android application development and maintenance
Education
MBA - Marketing And Operations
Department of Management Studies, IIT Madras
Skills
- Customer Relations
- Customer Advocacy
- Client service optimization
- Background in Account Management
- Business Development
- Research and due diligence
- Inter-department collaboration
- Strategic communications
- Revenue growth
- Strategic planning
- Data-driven problem solving
Timeline
Customer Success Manager
Kallidus Technologies (previously Sapling HR)
2021.05 - 2024.05
Customer Success Associate
Optimus Information
2020.09 - 2021.05
Associate Account Manager
Photon Interactive Private
2016.04 - 2019.12
MBA - Marketing And Operations
Department of Management Studies, IIT Madras
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