Sanika Watson

• Own a book of 65+ accounts across enterprise / mid market and SMB clients, with $2M+ ARR
• Improved Net Revenue Retention (NRR) from 92% to 123% in 18 months by identifying upsell opportunities and optimizing customer journeys.
• Led a cross-functional initiative with Product and Support that reduced average onboarding time by 40%.
• Mentored 3 junior CSMs and co-developed an internal CS Retention playbook adopted company-wide.
• Act as a trusted advisor to clients and become an extension of the customer’s team. Successfully establish relationships wide and high throughout the organization
• Demonstrating a consultative client approach that helps to recognize what can effectively build strong client relations and create a deep understanding of the clients’ needs and business issues
• Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
• Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Managing escalations by coordinating with internal teams to develop effective solutions that maintain customer trust and satisfaction.
• Own and build strong, strategic relationships with a dedicated portfolio of customers
• Serve as the primary point of contact for customer escalations, ensuring swift resolution
• Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
• Execute QBRs with clients, identifying growth opportunities and addressing any concerns
• Monitor customer health and key CS metrics proactively, identifying and mitigating risks. Some metrics that are a key focus of my current role : Customer Health Score, Net Promoter Score (NPS), Churn Rate / Retention Rate, Product Usage & Adoption, Time to Value (TTV), Expansion Revenue / Customer Lifetime Value (CLTV)
• Managing renewals and upsell opportunities across the designated BoB and drive expansion.
• Proficient use Hubspot , Salesforce, Pendo for managing customer journey and tracking key insights on customer health.

• Owned a book of 60+ accounts across SMBs, Mid market and Enterprise clients with 1M + ARR and and maintained a 95% retention rate.
• Manage successful negotiation of long-term contract renewals with corporate clients and stakeholders.
• Assisted with on-boarding/off-boarding of corporate/enterprise grade clients.
• Analyzed marketing data and trends using Google sheets, competitor performance, product strengths and client health using CRM – Salesforce and HubSpot (Service Hub), and Data Analytics.
• Responsible for fielding client inquiries, retention, and reporting, soliciting customer pulse checks and satisfaction ratings, issuing change notices.
• Effective Communication with the Management, Sales, Marketing, Senior Engineers to drive process improvements, build strong customer relationships, identify, and address process gaps.
• Conduct gap and SWOT analysis, for bridging the gaps and process improvement.
• Reporting and Analyzing client heath, through NPS, Web based surveys, telephone/in-person interviews, pulse checks etc.
• Contribute as a key touch point for customer escalations and inquiries; review and action customer complaints using Ticketing systems.
• Propose and implement solutions to enhance customer experience, developing client experience roadmaps.
• Identifying, analyzing, and initiating the escalation process, based on the specified escalation criteria, establishing accurate expectations from the escalating procedures.
• Work closely with the Operations team,analyze operations data,draft RCA's assess key performance indicators, support new service launches, drive operational improvements and SLA breaches.
• Recording and maintaining client data, monthly KPIs: - QBRs, Capture Rate, Customer Satisfaction, Customer Engagement, Customer Health score, Churn rate.
• Helping to translate business needs of the clients and recording the technical interpretations into documentation.
• Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.

• Build relationships with the Clients, manage potential Client/Customer accounts for the company and adhere to their requests.
• Act as point of contact for complaints and escalate issues as appropriate. Ensured both the company and clients adhere to contract terms. Respond to inbound requests for assistance from clients.
• Collaborate with internal teams (e.g. sales, engineers, QA and senior management) to address client needs and assist with onboarding of new accounts.
• Engage with a portfolio of existing customers, understand their business needs and ensure the customers derive maximum value from their investments.
• Establish regular touch points for engaging customer by creating and revisiting Customer Success approaches.
• Maintain good industry, business knowledge and product knowledge as relevant for assigned accounts and serve as an SME of the product.

• Provide recommendations to improve the use of our product. This could include changes to configuration, report building, training, designs etc.
• Optimize portfolios, prioritize accounts and create & maintain strategic
account plans, quotes and forecasts.
• Facilitate internal communication, including cross-functional transitions, escalations and contracts by engaging appropriate team members to add value to account
• Use knowledge of customer needs and industry trends to provide input into product strategy. Monitor customer health and churns.
• Helping to translate business needs of the clients into specific technical information for the internal teams, in order to handle technical requests efficiently.
• Managing the company's interaction with current and potential customers using data analysis for customer data, to improve business relationships with customers, specifically focusing on customer retention and upselling, using the in-house CRM software, Salesforce and Gainsight.
• Mitigate , predict , monitor and handle Customer Churns, making Customer retention as an end goal.

• Identify potential leads through research, outbound calls, emails, LinkedIn, and networking.
• Qualify inbound and outbound leads based on company criteria and hand them off to the sales team.
• Assist in building and maintaining a sales pipeline and CRM
• Conduct market research to identify new sectors, customer segments, or partnership opportunities.
• Support the creation of sales collateral, proposals, and outreach campaigns.
• Attend and support industry events, webinars, and demos to generate leads and gain industry insights.
• Report regularly on outreach performance, lead quality, and engagement metrics.

• Prevented account attrition by conducting regular check-ins with at-risk customers and implementing targeted interventions aimed at maintaining loyalty.
• Facilitated smooth transitions between account managers during times of personnel changeover so that clients experienced consistent high-quality service regardless of internal staffing shifts.
• Conducted periodic surveys to measure overall client satisfaction levels and gather valuable input regarding potential improvements or expansions in service offerings.
• Increased client retention rates by proactively identifying potential issues and offering solutions.
• Collaborated with sales team to identify and grow opportunities within territory.
• Assisted with challenging client requests or issue escalations as needed.
• Analyze client questions and concerns, escalating problems to appropriate teams and handling service problems to the satisfaction of the client.
• Manage all client account opening, transferring, and closing processes, ensuring that procedures are followed correctly.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Built relationships with customers to encourage repeat business.
• Managed returns, exchanges and refunds in accordance with store policy.