Vikram J Kamath Email and Phone Number
UTILIZING PROBLEM SOLVING & DATA ANALYTICS TO DRIVE GROWTH OF SAAS COMPANIES & OFFERINGS As an innovative Senior Customer Success Executive, I am at my best when I am optimizing customer retention and growth by incorporating Customer Success across the entire SaaS lifecycle including Sales, Implementation, On-Boarding, Adoption, Maintenance, Support, Growth and Renewals. I have been particularly effective in building world-class Customer Success, Support and Professional Services teams that create additional revenue opportunities through both upselling and cross selling. Working closely with the customer we effectively map the customer experience to common vision, values, methods, and measures while providing actionable market intelligence with real time executive dashboards using Artificial Intelligence, Machine Learning, and the best practices of Data Science. Some notable contributions include: • Championing customer success and transforming businesses for Enterprise and Mid-Market customers in Hi-Tech, Manufacturing, eComm, Retail, CPG, QSR and Finance for organizations including Salesforce, Oracle, KPMG, and Silicon Valley startups. • Serving as Trusted Advisor and strategic partner to Enterprise customers including Albertsons, Kohl’s, Levi’s, Starbucks, Verizon, Nike, Disney, GAP, and Motorola. • Delivering CSAT Avg > 8/10, Adoption (>90%), Retention/Renewals (>90). Optimized customer ROI by consistently returning 5x to 7x investment to the customer. Skills: Early Warning signals (EWS) WRT Adoption & Usage | User Behavior Real-Time Analytics |Customer Health Dashboards using ML/AI | Solution-Based Selling | Problem Solving | Customer Business Objectives, KPIs, Success Criteria | Predictable, Repeatable, Adaptable Playbooks |Upselling, Cross-Selling, Strategic Advisory | Industry & SaaS Platform Technologies | Strategic, Internal, Cross-Functional Partnerships| Voice of the Customer, CAB’s, QBR’s
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Head Of Ultimate Success - Technical Account Management - Hi-Tech And ManufacturingAdobeSan Francisco, Ca, Us -
Head Of Customer Success - Hi-Tech & ManufacturingAdobe 2021 - PresentSan Jose, Ca, UsLeads one of the largest verticals with a 13+ CSM team (including one Senior Manager) to consistently beat quarterly and annual performance metrics of adoption, value realization and net retention. Current value realization tracking to annual goal of 78%. Current net retention is at 110% with less than 0.5% attrition.- Consistently leads Industry with respect to Thought Leadership, with over 30 Point of Views published by the team, six round tables (including two at Summit), one User Group (Marketo), one Leaders and Learners and a leader of the Bi-weekly interlock with Product and Engineering.- Drives eco-system Program Management including escalation and issue management via close partnership with Customer Business and IT sponsors, Sales, TAM, SSM, Customer Engineering, and Product/Engineering teams.- Drives top-down/bottom-up customer relationships to proactively manage Mutual Action Plans (including 30-60-90 day plans) including save plans to drive success, adoption, and value. Leads CECs and QBRs.- Leads by example and drives team efficiency and outcomes using data via consistent use of RTB dashboards including EWS (early warning signals).- Continuously drives strategic thinking, process improvements via a Universal use case library (HTM was the pioneer), utilization reporting, 1-many adoption workshops, big idea sessions and “Leaders and Learners”
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Head Of Customer Success, Support And ServicesSession Ai 2018 - 2021Milpitas, California, UsBrought on to improve Cross-Sell/Upsell results for this leading provider of Machine Learning based Intelligence platforms by enhancing all aspects of Customer Success across a global customer base. Direct customer success, support, and professional services teams to achieve key success metrics including CSAT (9/10), Adoption (>95%), Renewals (99%) and Revenue growth (10x). Drive Customer Advisory Boards (CABs) and QBR’s via mapping to customer executives, users, internal founders, sales, and product management. -
Head Of Customer Success Red AccountsSalesforce 2015 - 2018San Francisco, California, UsJoined Salesforce, the “founder” of SaaS and Customer Success, to learn, adapt and optimize its Customer Success practices in a new vertical. Played a key role in rescuing, revitalizing, and retaining “red-escalated” accounts. Led teams focused on Enterprise accounts with Annual SaaS sales of > $500K. Effectively managed large multi-national programs by driving critical program milestones, KPI’s, SLA’s.• Drove Adoption, CSAT and Growth, via B2E, B2C and B2B transformation utilizing Salesforce Marketing Cloud, Commerce Cloud, Service Cloud, and App Cloud. Drove the use of Einstein/data science and “Customer 360” solutions across every customer touch point. • Significantly improved CSAT, Renewals and Retention as well as product adoption and sales driving 2x to 10x growth in Annual Contract Value of the Salesforce Book of Business. Renewed 100% of “red” accounts”. Built and directed a world-class team liaising with various business units at Salesforce that delivered whitespace and data science driven solutions that consistently optimized the Customer Experience. -
Vice President Customer Success And Installed Base Sales (Us, Emea, Apac)Starmont (Acquired By Infor) 2013 - 2015Played a pivotal role in optimizing Customer Success and Installed Base Sales, across Enterprise Customers of this Mobile Point of Service and eCommerce SaaS Collaboration Platform (acquired by Infor).• Optimized Customer Success to drive ten-fold account and revenue growth by consistently placing an emphasis on solution selling and problem solving. Devised High/Low Touch User journey playbooks and processes to drive 100% user adoption worldwide. Used real time analytics and user segmentation to drive on-boarding.
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Senior Director Customer SuccessInfogain Corp. (Acquired By Apax Partners) 2009 - 2012Brought on to head up Customer Success and Support in the US, EMEA, and APAC for Mobile Point of Service SaaS Platform provider later acquired by private equity firm. • Effectively positioned Infogain as an attractive candidate for acquisition by developing a solid and reliable customer base. Built and led multi-national teams with > 50 professionals. Devised in-session tips and tricks to drive CSAT and user feedback resulting in > 9/10 NPS.
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Director, North America Strategic Accounts (Nasa- Hi-Tech, Finance And Retail)Oracle 2004 - 2009Austin, Texas, UsDeveloped Application Management Services (precursor to Customer Success) for this global leader in Databases and Enterprise Resource Planning. Led multinational teams with as many 50 or more professionals in programs with Fortune 500 Accounts facilitating post sales success and growth in ERP, CRM, eCommerce, Marketing, EAI, Supply Chain and relational databases.• Made effective use of the company’s offshore capabilities to improve the customer experience and lower customer costs. Conceived and implemented Global Delivery models for the solution lifecycle using Oracle India Operations. -
Senior ManagerKpmg Consulting 1997 - 2004Amsterdam, NlFunctioned as a Program Manager for High Tech enterprise customers of this leading global provider of business and technology consulting services. Quickly mastered the ability to manage large-scale Oracle implementation projects while setting the stage for later recruitment into Oracle as a Consulting Director. Developed go-to-market strategy for KPMG’s Global Delivery Services in India and China.
Vikram J Kamath Education Details
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University Of HoustonChemical Engineering And Information Sciences -
Manipal Institute Of TechnologyChemical Engineering
Frequently Asked Questions about Vikram J Kamath
What company does Vikram J Kamath work for?
Vikram J Kamath works for Adobe
What is Vikram J Kamath's role at the current company?
Vikram J Kamath's current role is Head of Ultimate Success - Technical Account Management - Hi-Tech and Manufacturing.
What schools did Vikram J Kamath attend?
Vikram J Kamath attended University Of Houston, Manipal Institute Of Technology.
Who are Vikram J Kamath's colleagues?
Vikram J Kamath's colleagues are Afthab Afthab K.a, Hemant Chaudhary, Sheshadri Sheshu, Zahed Khan, Shubha Maken, Josh Arteaga, Black Love.
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