Vaibhav Sardessai

Technical Account Manager @Freshworks

Bengaluru, IN

Developed and nurtured relationships with over 30 key Freshservice clients, achieving above 95% client retention rate through dedicated technical support and proactive problem resolution. Provided strategic guidance to clients, aligning their business objectives with the company\'s products and services. Actively evaluated and prioritized escalation processes for critical issues, reducing resolution time by over 30%. Served as a trusted advisor to clients, offering technical expertise and guidance on product features and best practices. Updated customers about feature updates, bug fixes, upgrades, vulnerabilities, and ensure necessary action to maintain availability and customer satisfaction. Provided data-driven insights to analyze client usage patterns and recommend product optimization. Conducted regular service status and TAM cadence meetings and case reviews. Prepared monthly, quarterly, and annual business reviews as well as presentations for better client visibility. Assisted customers in complex implementations specific to their use cases and requirements using APIs, Integrations, and Google scripts. Established trust as a technical advisor, educating clients on product features through regular webinars and one-on-one sessions, enhancing their usage of advanced features. Partnered with sales teams to identify upselling opportunities, enhancing client success through additional services and product features. Developed and executed retention strategies for at-risk clients, ensuring continued satisfaction and reduced churn.

Padre Conceicao College of Engineering,Goa University

Bachelor of Engineering (B.E.), Electronics and Telecommunications

Mormugao Education Society, Goa Board

HSSC, Science