Abhishek Goswami Email & Phone Number

California, United States

New York, Ny, Us

Responsible for: * Customer Experience which spans Customer Success, Technical Account Management, and Support * Defining and scaling customer journey * Building Customer maturity framework development * Risk mitigation playbook definition * Executing Sponsorship program development * Customer community strategy * Professional Services offering definition

Sunnyvale, California, Us

• Assisted in establishing the post-sales framework for a Zero Trust cybersecurity product from first customer acquisition• Played a pivotal role in developing and implementing initial post-sales technical support, customer success and solution architecture strategies from the first paying customer.• Helped achieve a 100% renewal rate and a 110% net revenue retention (NRR) in the first year of renewals.• Developed and deployed a customer maturity model and health scoring framework.• Organized and led the inaugural Customer Advisory Board to strengthen customer relationships and gather strategic feedback.

San Francisco, California, Us

• Responsible for Customer Success, Solution Architecture, Support, Renewals, CS Operations.• Grew global team from inception to 28 ICs and Managers.• Consistently achieved 90%+ GRR and exceeded churn targets while maintaining best in class customer NPS.• Segmented and developed customer journey across Scaled, Enterprise, Strategic accounts.• Built out Scaled CS program for low-touch and automated CS intervention.• Implemented Customer Onboarding Program.• Developed customer health and adoption scoring framework to surface health and risk.• Drove structured renewals strategy, securing 30% of renewals each quarter ahead of schedule.

San Francisco, Ca, Us

• Directed all pre and post-sales technical engagements, enhancing customer adoption in the Commercial segment.• Managed technical delivery, enablement, services and customer success across revenue portfolio of $200M.• Strategically segmented SEs, SAs, and TAMs across high-touch accounts for optimal engagement.• Built self-service and automated models for low/no touch accounts to achieve scalable growth.• Responsible for Services P&L. Grew the Professional Services business to ~$8M in annual revenue, maintaining billable services team utilization above 80%.• Established a Customer Success Engineering practice, impacting the dollar-net expansion rate to over 150% for accounts with Expert Services.• Created and implemented a customer maturity model aligned with the customer journey, driving prescriptive and measurable engagements.• From inception, expanded a global team of 80+ Solution Architects and consultants, ensuring comprehensive technical support.• Established a global services delivery partner ecosystem, enhancing service delivery capabilities.• Acted as Executive Sponsor for critical accounts and delivered the keynote at New Relic’s FutureStack 2019 conference.

San Francisco, Ca, Us

• Develop APM and Software Analytics Services strategy from inception.• Build team and acquire initial paying customers for professional services.• Design Services offerings and forecasting model.• Generate content and collateral to be delivered as part of Services packages.• Ensure on time and on budget delivery of services.• Enable Marketing and Sales organizations to position and evangelize Services.

San Francisco, Ca, Us

• Lead and mentor 6 Sales Engineers and over 40 Sales Executives.• Directly impact 100% revenue growth year over year for Key Accounts by focusing on customer retention and expansion.• Spearheaded research and application efforts for New Relic to be recognized as a leader on 2012 Gartner Magic Quadrant report for Application Performance Management (APM) vendors.• Evangelize New Relic as a speaker at HP Discover 2012, Cloud Expo 2012, JAX Conf 2012 conferences.

San Francisco, Ca, Us

San Jose, California, Us

San Jose, California, Us

Managed the demand generation and delivery of Wily services for North America.

San Jose, California, Us

Us

Developed the automation framework work Wily's performance testing engine. Transitioned to the newly founded Wily Consulting organization to enable customers to maximize their ROI with Wily's suite of products.

Master Of Business Administration (Mba)

Bs, Electrical Engineering/Computer Science