Yogesh Kumar Email & Phone Number

Pune, Maharashtra, India

I managed 12+ enterprise client relationships, overseeing $1.5M+ ARR from US and EMEA regions. Iefficiently resolved client escalations, handled 120+ daily service requests, and improved CSAT scores. Achieving client retention rates of 80-90%, I boosted application adoption by 30%. I reduced churn to<20% through strategic analysis, value addition, and contract negotiations. I initiated internal projects, improving CSM efficiency by 20% via Jira support rollout, training, and documentation. I led onboarding, provided team training, and maintained meticulous Salesforce and Gainsightdocumentation. Collaborating with management, I enhanced service processes and exceeded customer satisfaction goals.

Pune, Maharashtra, India

- Managing 12+ key customer relationships for US and EMEA regions with $1M+ ARR (enterprise and mid-touch clients).- Resolved all client escalations and responded promptly to over 120 daily service requests, resulting in higher CSAT.- Achieved client retention rates of between 80‐90% in my client portfolio.- Assisted in increasing application adoption rate by more than 30%.- Decreased client churn rate to less than 20% by analyzing client’s needs, problem-solving critical issues, adding and demonstrating values, and contract negotiations with sales.- Initiated and assisted in internal projects which increased CSM's efficiency by 20%. This is based on Jira support application rollout, customer documentation and training sessions, and application demo.- Conducted regular business reviews to demonstrate the value of services and applications.- Lead customer onboarding for new services and modules with steady state.- Assisted employees and assessed CSM's performances to determine training needs and define accurate plans for decreasing process lags.- Conducted training and mentored team members to promote productivity and commitment to friendly service.- Created customer support strategies to increase customer retention.- Took ownership of customer issues and followed problems through to resolution.- Step by Step documentation in Salesforce and Gainsight tools for complete visibility and leadership reporting.- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.- Generated customer satisfaction surveys to analyze results into action plans.- Addressed potential cancellations and offered catered solutions to retain accounts.- Created and reviewed invoices to confirm accuracy.- Developed service procedures, policies, and standards.- Collaborated with upper management to improve customer service processes and support structures company-wide.

Pune, Maharashtra, India

- Assisted and contributed in setting up operations within India.- Overseeing hiring, training, and professional growth of employees.- Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment.- Used critical thinking to break down problems, evaluate solutions and make decisions.- Onboarded new temps by entering employee information into systems.- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.- Proved successful working within tight deadlines and fast-paced atmosphere.- Created plans and communicated deadlines to complete projects on time.- Assisted sales and marketing department in market review and potential market for emPower board and committee meetings application.- Assisted sales and marketing department for strategic rollout of application and services within India.P.S: Short stay at GGA but huge learning and experience. Not given up, however, GGA-Indiaoperations got closed due to COVID-19.

Pune Area, India

- Built client base and maintained client relationships and customer service quality of over 70+ clients across globe (mid and low touch accounts).- Increased customer satisfaction ratings to more than 90%.- Assisted in creating customer monthly e-newsletter delivered to over 500+ client POCs.- Worked closely with team to improve customer support experience which increased customer satisfaction 10%.- Maintained and delivered weekly and monthly custom reports for clients which further helped indriving value of services and application offered to clients.- Achieved 99% retention rate 6 months in row, thus reduced churn rate to 1% for assigned clients.- Conducting demos and training sessions for clients which increased adoption rate by 25%.- Created strategic success plans for my client base for their business requirements that helpedin achieving more than 90% customer satisfaction.- Monitored metrics and developed actionable insights to improve efficiency and performance within CSM team.- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.- Conducted regular business review to drive and demonstrate value achieved by client throughour services and application.

Pune

# Assigned one of major Pharmaceutical companies, Novartis, from operations perspective. - Handling operations side calls for customer (changes management, upgrades, issues discussion, etc.). # Leading Indicators - Responsible to drive CSAT from particular customer assigned. - Customer Satisfaction Survey - Issue Aging - Backlog of issues - Building faith and trust in operations for customer. # Service Review - Responsible to prepare and provide Weekly, Monthly metrics to immediate management for assigned customer. - Managing escalation very effectively and in professional manner for assigned customer - Insourcing new work and changes in process for better development of relationship with customer by partnering with other leads and managers. # Individual Contributor: - Worked as Operations duty manager reviewing daily operation activities for assigned clients. - Review summary and take appropriate action of escalating or engaging proper resource for issue resolution. - Getting support engaged with escalated issues and engaging customer and support better interaction for building relationships. - Work with SME's on escalated issues and ensure it reaches resolution.# Implemented and computerized day to day business operations of 2 enterprise customers.# Developed and launched pilot projects that helped in better customer handling and helped support to achieve their 93% highest CSAT.# Promoted after 16 months of employment for exceptional client account service.

Pune

- Worked with PMO team as project assistance manager taking care of banking project, resource handling through tickets, and customer interaction.- Assisted in managing invoices and factors controlling them for banking sector.

Master Of Business Administration - Mba, Business Administration And Management, General

Activities and Societies: Primary focus on Business Strategy and Leadership.

Post Graduate Program In Management, Business Administration And Management, General, 8.07

Bachelor Of Technology (B.Tech.), Electronics And Communications Engineering, 6.85 Gpa

Activities and Societies: Part of Sports Club Members, and Placement coordinator.

Icse, Science