Karishma Kulkarni
Hamilton
Summary
A results-driven professional committed to delivering exceptional customer experiences and driving business success through a holistic understanding of the customer journey.
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Experienced with product development, market analysis, and lifecycle management. Utilizes cross-functional collaboration to drive product success and adaptability to changing market needs. Strong understanding of strategic planning and execution to achieve business objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Palo Alto Networks
07.2023 - Current
- Served as the primary point of contact for clients, building strong relationships and ensuring seamless product adoption.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Led strategic initiatives to optimize customer engagement and reduce churn, increasing retention rates.
- Created customer support strategies to increase customer retention.
- Developed and presented customer success plans, driving measurable improvements in customer satisfaction.
- Implemented upselling and cross-selling strategies, achieving revenue growth for existing and new accounts.
- Utilized CRM systems and analytics tools to track customer health and engagement, developing data-driven action plans.
- Developed and executed strategic sales plans, increasing revenue and expanding market share.
- Led and mentored a high-performing sales team, consistently exceeding sales targets.
- Led team of customer success specialists, providing ongoing training and support to enhance team performance.
- Built and maintained strong relationships with key clients, resulting in long-term partnerships and repeat business.
- Conducted market research and competitive analysis to identify new business opportunities.
- Negotiated high-value contracts, increasing deal size and client lifetime value.
Product Manager
Verse Innovation
04.2019 - 06.2023
- Proven track record of successfully managing the entire product lifecycle from concept to launch, resulting in increased revenue and market share
- Work closely with stakeholders to convert product vision and strategy into detailed requirements for prototyping and development by engineering teams
- Build and own product roadmap that aligns with the company's strategy, through thoughtful discovery and prioritization
- Collaborate with engineering teams to coordinate smooth product development and launch
- Demonstrate strong business acumen when developing business cases to support feature development
- Understand the market and customers' needs, and translate them into functional requirements
- Dive into data, developing meaningful insights and business objectives; track KPIs to measure product and its success
- Influence multiple stakeholders, senior management and cross-functional teams for quicker decisions
- Proactively test products and its features early in the cycle, covering customer use-cases and journeys
- Enable go-to-market success by directing resources, planning to ensure readiness and delivery on execution
- Participated in internal and external audits to ensure compliance with regulatory standards, achieving a 100% audit success rate
- Streamlined configuration management workflows, reducing turnaround time for configuration changes by 30%
- Provided training and guidance to development and support teams on configuration management best practices, resulting in a 90% increase in team adherence
- Collaborate with cross-functional teams, including Ops, engineering, design, and marketing, to develop product requirements and specification
Community Operations Specialist
Uber
03.2016 - 09.2016
- User Support: Provide timely and helpful responses to user inquiries, feedback, and complaints through various communication channels (e.g., email, social media, forums)
- Assist users in troubleshooting issues, resolving problems, and ensuring a positive user experience
- Content Moderation: Monitor user-generated content and enforce community guidelines or content policies
- Review and moderate user-submitted posts, comments, and other forms of content to maintain a safe and respectful community environment
- Policy Development and Enforcement: Collaborate with cross-functional teams to develop and refine community guidelines, terms of service, and content policies
- Implement and enforce these policies consistently, taking appropriate action against violators
- Training and Documentation: Create and maintain training materials, guidelines, and documentation for community management and user support processes
- Train new team members on community operations procedures and best practices
Configuration Analyst
Thomson Reuters
06.2015 - 12.2015
- Resolving configuration item tickets [Service Request, Change Request and Change Task Tickets]
- Creating and Overseeing data improvement projects to configuration items
- Utilize HP Service Manager 9.0 as the primary configuration management tool
- Also involves heavy use of Excel and .txt formats
- Develop configuration requirements document and obtain approval from business owners
- Plan and execute Change Request and Change Tasks within deadline
Education
MBA - Lean Operations and Systems
THWS
SchweinfurtComputer Science Engineering
GRIET
Skills
- Account expansion
- Agile and Scrum methodology
- Asana
- Churn Reduction
- Client Relationship Management
- Cross Selling
- Cross-functional Collaboration
- Customer Success
- Customer support
- Data Analysis
- Digital Marketing
- Gainsight
- Google Analytics
- HubSpot CRM
- Interpersonal Skills
- JIRA
- Market Research
- Market Segmentation
- Marketo
- Microsoft Office
- Microsoft Project
- Onboarding clients
- Product Launch
- Product Management
- Product Roadmap
- Product Strategy and Vision
- Project Management
- Revenue Growth
- Sales Strategy
- Salesforce
- Strategic Planning
- Tableau
Certification
- PMI Project Management Professional Certificate
- Google Analytics Certification
- HubSpot Sales Management Certification
Hobbies and Interests
- Learning new languages
- Traveling
- Volunteering
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Success Manager
Palo Alto Networks
07.2023 - Current
Product Manager
Verse Innovation
04.2019 - 06.2023
Community Operations Specialist
Uber
03.2016 - 09.2016
Configuration Analyst
Thomson Reuters
06.2015 - 12.2015
MBA - Lean Operations and Systems
THWS
Computer Science Engineering
GRIET
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