Rameez R.

Sr Client Success @Rayden Interactive

Deliverables:• Product Engagement 40%(Product Demo, Customer• Onboarding, Training & Adoption, EBR/QBR, Advocacy, product updates & feedback) & DRR 60%(Account Farming, Upsell, Cross-sell, Retention & Churn Management)• Consistent Product Engagement of more than 99% & DRR of 115% approx.• Handling accounts portfolio size of $2M ARR, working for North America Territory, primarily USA. Average ticket size 65k.• Ensuring the client\'s Net Promoter Score (NPS) and conducting a client survey about the product.Projects Worked upon• A streamlined process for multiple tools collaborations, Improved documentation culture & strategies to drive meaningful insights from documentation in Salesforce.• Initiated EBR/QBR and prepared a standard template for the team.Few other parts & parcels of the role.• Responsible for managing the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships. In concert with the Sales and implementation teams, forecast retention, renewal, and status for assigned accounts.• Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, and metrics, and provide recommendations.• Prospecting & Identifying Upsell/Cross-sale opportunities & expanding accounts.• Coordinating with cross-functional teams (sales, support, service) to ensure a successful transition. Act as an escalation point to drive problem resolutions promptly and proactively.