Naveen Kumar
Client Success Specialist at Cognavi India
- Role
- Client Success Specialist at Cognavi India
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Naveen Kumar
Dedicated Customer Support and Success Specialist with over 2.8 years of experience in delivering exceptional client service across SaaS, FinTech, and Logistics domains. Skilled in client onboarding, CRM management (Salesforce, HubSpot, Zendesk), and escalation coordination. Proven ability to manage support tickets, ensure timely resolution by collaborating with technical teams, and enhance customer satisfaction through proactive communication. Strong in training, documentation, and product education, aligning well.Please feel free to reach out to me at n••••••••@gmail.com or +91••••••••05.
Experience
Client Success Specialist
Apr 2024 — Present · Bengaluru, IN
As a Client Success Specialist, I managed end-to-end client relationships for Japanese enterprises & other clients who are operating in India. My responsibilities included driving client engagement, overseeing product onboarding, and implementing user retention strategies. Additionally, I handled payment follow-ups, resolved technical issues, and supervised new product implementations to ensure optimal client satisfaction and success.• Conduct online\\web-based training sessions to new clients & lead onboarding process to ensure success rate.• Managing end-to-end process including on-boarding, post-sales support & continual service improvement.• First point of contact for customer training & problem-solving ensuring customer loyalty and satisfaction.• Develop long term client partnership & realizing the value of their ROI to ensure contract renewals.• Responsible for generating upsell & cross sell leads from existing customers.• Being a consultant to the customer & hear all their feedback & work upon all their complaints which in turn would keep the NPS under control.• Regular follow up with the customer & maintaining a relationship to keep the Churn rate under control.• Maintain the portfolio growth rate by retaining the existing customer and onboarding new customers successfully, keeping the ARR & MRR respectively under check.• To summarize, keep the following KPI\'s & Metrics upto the mark to generate maximum revenue: Churn, MRR ARR, Expansion revenue, Customer satisfaction Score, NPS, Upsell & cross sell, Adoption, Onboarding.
Education
Sri Chaitanya junior college, Vijaywada
Intermediate, MPC
Sri Shantiniketan English Medium School
SSC
AIMS IBS Business School
MBA +PGPM in Supply Chain Management, Business, Management, Marketing, and Related Support Services
Sri Krishnadevaraya University
BSC , Computer Science
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