Rhuta Marathe Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• Oversaw and managed an annual portfolio of enterprise and mid-sized business (MSB) customers valued at 3.5 million Australian Dollars.• Spearheaded customer relationship management initiatives, ensuring unparalleled customer satisfaction and cultivating enduring partnerships.• Proactively managed incident communication, fostering collaboration among internal staff and facilitating effective communication with customers.• Led service improvement endeavors by meticulously analyzing customer feedback, identifying areas for enhancement, and implementing strategic process optimizations.• Led biannual meetings with customers to formulate strategies aligned with their vision and in accordance with the capabilities of the business.• Conducted routine customer account meetings to comprehensively review performance, address concerns, and identify areas for improvement, applying retention strategies to fortify long-term relationships.• Formulated communication strategies to enhance and expedite the adoption of improvement efforts and changes among internal stakeholders.• Employed Net Promoter Score (NPS) and various metrics to assess customer sentiment, actively advocating for their needs and preferences.• Identified growth opportunities within existing accounts collaborating closely with solution architects and product owners to provide strategic recommendations and accurate quotations to customers.• Executed commercial decisions aligned with both customer requirements and organizational goals, ensuring mutually beneficial outcomes.• Perform account management tasks, including contract renewals, upselling, and client retention strategies.• Produced monthly and quarterly custom reports for customers, showcasing their IT journey through contract lifecycles. These reports were tailored for consumption and review by internal teams and customer executive groups, contributing to informed decision-making.

Australia

• Developed highly effective Client Engagement strategies for establishing measurable positive outcomes for high value clients.• Drove continuous improvement in Customer Experience by evaluating Client feedback and creating improvement strategies for the Service Management Team.• Reviewed customer journeys, identified gaps and presented trends within client lifecycles to senior leadership.• Improved customer satisfaction scores by organizing workshops to enable internal teams upholding highest standards for customer engagement.• Managed all aspects of client escalation such as coordinating, investigation, timely and effective communication to customer, and identifying Continuous Service Improvement action items to recommend to management.• Worked closely with management teams to plan, develop, coordinate and execute Customer Experience strategies aligned to Organization's Core Value System.• Designed communication templates utilized by cross functional teams at various touchpoints in the customer journey.

Mumbai Area, India

• Developed and curated content for customer-facing blogs, ensuring high-quality and engaging material that aligns with brand messaging.• Collaborated seamlessly with internal Operations and Design Teams, contributing to merchandising initiatives and enhancing brand awareness efforts.• Executed and managed social media campaigns, leveraging data analysis to assess engagement levels and refine strategies for optimal reach and impact.• Spearheaded the identification and establishment of partnerships with universities to create and manage student coding chapters, fostering educational and collaborative initiatives.• Assisted in the meticulous organization of events and competitions aimed at actively engaging customers, enhancing brand presence, and fostering a sense of community.• Covered national student coding competitions through insightful blog posts and effectively utilized Twitter to provide real-time updates and engagement with the audience.

Master'S Degree, Business

Activities and Societies: Monash Postgraduate Association

Bachelor Of Engineering (Be), Electrical And Electronics Engineering

Activities and Societies: Editor - English Club