Kumud Prakash Rao
Customer Success Manager/Senior Client Account Manager
Hyderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager/Senior Key Account Manager
Keyblocks Strategy Consulting Pvt Ltd
Hyderabad
01.2023 - 04.2024
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Structured Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) between clients and stakeholders across multiple organizations to ensure alignment and efficiency.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Actively trained and onboarded new hires, specializing in product knowledge and service delivery to enhance team performance.
- Managed a team of 10-15 specialists in website development, logo design, SEO, social media management, and content writing, ensuring high-quality, client-focused service delivery.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
- Collaborated with cross-functional teams to ensure seamless project delivery, addressing challenges promptly
- Managed and tracked key performance indicators (KPIs) to evaluate campaign success and prepare detailed client reports.
- Drive B2B sales initiatives by implementing effective lead generation strategies and strategic account planning to enhance revenue growth and client acquisition.
- Developed and executed performance marketing campaigns tailored to client objectives, optimizing ROI and campaign success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Account Manager
ADP India Pvt Ltd
Hyderabad
11.2016 - 01.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Participated in Monthly and Quarterly Business Reviews to analyze account performance and strategize improvements
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Treasury Service Analyst
Bank of America
Hyderabad
04.2009 - 11.2016
- Delivered process optimization solutions for treasury and home retention divisions, leading to improved operational efficiency
- Conducted team training sessions to align goals with organizational objectives, enhancing productivity.
- Mentored junior team members in best practices for effective problem-solving techniques, improving their ability to address client concerns quickly.
- Coordinated forecasting and resource planning efforts, ensuring cost-effective solutions for stakeholders.
- Collaborated with cross-functional teams to identify areas for service improvement, implementing changes to exceed client expectations.
- Developed training materials to support the onboarding of new Service Analysts, contributing to a more knowledgeable workforce.
- Participated in regular internal audits as part of ongoing quality assurance initiatives designed to maintain compliance with industry regulations.
- Developed comprehensive process documentation for various procedures within the department, fostering consistency across team operations.
Technical Support Executive
Satyam BPO
04.2007 - 03.2009
- Delivered exceptional technical assistance through phone while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Tracked KPIs and created continuous improvement plans.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Education -
Barkatullah University
Bhopal 03.2005 - 04.2006
Bachelor of Commerce -
Matagujri Mahila Vishwavidhalaya
Jabalpur 03.2002 - 03.2005
High School Diploma -
Christ Church Girls Senior Secondary School
Jabalpur, India 03.2001 - 04.2002
Skills
Customer Success Management
Digital Marketing Strategies
B2B Sales
Customer retention
Revenue growth
CRM software
Report analysis
Team Handling
Proficient in Workday, AS400, Siebel, Microsoft 365, Slack, Canva, HCM
Business development
Market Research
Customer onboarding
Cross-functional coordination
Teamwork and collaboration
Customer relationship management
Training and development
Customer account management
Strategic planning
Customer relations
Accomplishments
- Successfully increased client revenue by 50% through innovative performance marketing campaigns at Keyblocks Strategy Consulting Pvt Ltd.
- Conducted inaugural training for Bank of America's Gurgaon division, ensuring seamless onboarding.
- Consistently exceeded quarterly sales targets by 25% through strategic upselling and cross-selling.
- Closed high-value B2B transactions by identifying and leveraging client pain points, contributing to growth in annual revenue.
- Structured Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) between clients and stakeholders across multiple organizations to ensure alignment and efficiency.
- Consistently maintained a 100% CSAT score and achieved a 9+ NPS across various client portfolios, demonstrating excellence in customer satisfaction.
- Actively trained and onboarded new hires, specializing in product knowledge and service delivery to enhance team performance.
- Led a team of 10-15 members specializing in website development, logo designing, SEO, social media management, and content writing, ensuring high-quality client-specific service delivery.
Timeline
Customer Success Manager/Senior Key Account Manager
Keyblocks Strategy Consulting Pvt Ltd
01.2023 - 04.2024
Account Manager
ADP India Pvt Ltd
11.2016 - 01.2023
Treasury Service Analyst
Bank of America
04.2009 - 11.2016
Technical Support Executive
Satyam BPO
04.2007 - 03.2009
Bachelor of Education -
Barkatullah University
03.2005 - 04.2006
Bachelor of Commerce -
Matagujri Mahila Vishwavidhalaya
03.2002 - 03.2005
High School Diploma -
Christ Church Girls Senior Secondary School
03.2001 - 04.2002
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