Deepak Varadarajan

Took up the initiative to head the customer success team for SEA(South east asia), 0-1 startup within inFeedo - Activities including budgeting, resource planning & retention.

Played a dual role of Customer success & Account manager

• Understand the viability of the product by conducting C- Level interviews with customers
• Grew the region from $350k to $500k in 10 months
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Ensured 90% renewals done on time
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Moved towards a consultative approach
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Managing a portfolio of strategic enterprise customers spread across 3 regions.
• Played the role of strategic advisor using a consultative approach
• Manage a team of highly passionate CS folks
• Worked on setting up process for Churn prediction, assigning a risk class for customers & building a referral pipeline
• Built a partner centric approach

• Help clients understand importance of CRO and helped improve their digital footprint
• Worked with clients to maximise their ROI by helping them use the platform effectively
• Ensure that a value framework is developed, implemented and tracked constantly
• Build & analyze business cases and achieve outcomes that help improve the overall digital touch points of visitors on the website.
• Created customer success strategy to increase customer retention.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Built a working model for Churn prediction

• Identify strategies to understand and improve overall customer's experience
• Channel partner enablement and growing channel partnership
• Responsible for overall relationship building and retention of strategic customers - 98% retention year over year
• Build a culture of high performance within the
• Empowered the team to be proactive and work effectively with clients
• Managed team of 10 people
• Established trusted/strategic advisor relationship with customers and drive continued value of products and services
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Improve product adoption and value for clients
• Identify clients at risk of churn and build strategies to retain them & help with product adoption.

• Account management, issue tracking, resolution management, testing & validating product functionality
• Built strong customer relationships, identified key pain points for clients and got them mitigated
• Worked with strategic clients to improve their adoption
• Built strategies that reduced overall issues being reported from 70% to 45%
• Built up knowledge base for easy access and team development

• B2B sales, targeting small and medium businesses, developed strategies for initial product offering and targeting new market segments
• Streamlined buying process from requirements phase to final product offering
• Was instrumental in figuring out service gaps within the organization and helped bridge that gap by implementing CRM process.

• Worked with a 15-member team which involved coding & testing of applications using Auto-It
• Generating automated scripts using Auto-IT for testing purposes by building test scenarios
• Performed regression and system-level testing to verify software quality and function prior to release.