Directed 60+ HC across 3 business verticals and was accountable for driving expansion across the business through upsell and crosssell opportunities of Freshworks SaaS Suite of products with Total Contract Value (TCV) of $80Million.● Responsible for Hiring, Mentoring and growing the Accounts Team from 13 - 60 CSM with ESAT score of 80 and Zero attrition rate.● Improved customer experience by XNF collaboration with Support, Sales, Business, IT and Engineering that helped… Show more Directed 60+ HC across 3 business verticals and was accountable for driving expansion across the business through upsell and crosssell opportunities of Freshworks SaaS Suite of products with Total Contract Value (TCV) of $80Million.● Responsible for Hiring, Mentoring and growing the Accounts Team from 13 - 60 CSM with ESAT score of 80 and Zero attrition rate.● Improved customer experience by XNF collaboration with Support, Sales, Business, IT and Engineering that helped integrateMarketplace apps by Onboarding 1.5K customers a month with (ARR) Annual recurring revenue of $1M.● Grew upsell opportunity of Freshdesk Suite worth $30M and Improved SLA to 98% with First response and 98% Resolution reducingagent time spent, and Increased ROI to 150%.● Managed Customer Advocacy Program through NPS Surveys and Used Programmatic approach to Grow SaaS product adoption to30% that improved onboarding of customers to 700+/month, Improved CSAT by 98% & elevating pipeline leads of $15K/month.● Developed and implemented Power BI dashboard that Streamlined operations and provided visibility for the CSM to Manage AccountHealth, Trends & Strategic insights to the Executives and Significantly reduced customer churn to 73% ($200K) savings.● Recognized by the Chief Customer Officer (CCO) for automating ticket assignments using complex scripts, resulting in Reducedunassigned tickets from 11k to 5 per day. Show less