Aakash A.

About Aakash A.

Experienced professional with 8+ years of experience with a problem-solving mindset and a proactive approach with a demonstrated history of handling projects while working in a Software as a Service (SaaS) company. Skilled in administrating & monitoring client accounts, event consulting, mobile app building, reporting, relationship building, project management, scoping, escalation handling, taking care of retention/renewals, up-selling, and training. Ability to work in dynamic, diverse, and cross-functional teams and provide expertise in Customer Relationship Management, Account Management, Relationship Building, Problem Solving, and Critical Thinking.

Experience

1. Customer Success Manager

   Rackspace Technology

   Dec 2022 — Present · Gurugram, IN

   Responsible for taking ownership of the relationship held with each customer and to serve as an interface between the customer and the Rackspace support infrastructure. while ensuring that the customers technical, administration and specialist support needs are met.Additionally, Maximizing the strength of the customer relationship by building a solid rapport with the client identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace\'s reputation for Fanatical Support is upheld.Responsibilities:1. Guiding new Customers through the Configuration and implementation of their respective Rackspace accounts through a personalized Onboarding program.2. Account Review of the existing customers. Help them to retire the unused services and offer them better offerings which can make their business scalable and adds value to their business.3. Exploring what success means to the customer and ensure that they reach their goals.4. Responsible to reduce churn and implement various Churn Mitigation strategies.5. Responsible to show value to the customer so that they renew and upgrade the existing Hosting contracts.6. Acting as the primary point of contact for the client and manage any escalated service issues to ensure that SLAs are consistently met building high customer satisfaction.7. Continuously tracking accounts to identify any churn risk and work effectively to eliminate that risk.8. Forecasting and tracking key account metrics to derive insights and build a success plan with the identified objectives and milestones.9. Ensuring that the customer is aware of new technology functionality associated with acquisitions.Help the existing Rackspace hosting customers to migrate to the more feasible cloud offerings like AWS, GCP, Azure, Rackspace cloud

Education

• Amity University

  Master of Business Administration - MBA

  2021 — 2023

• Manavbhartiuniversity

  Bachelor of Technology (B.Tech.)

  2010 — 2014