Afrin Gavandi

Customer Success and Account Management professional with 5+ years of experience driving B2B client adoption, retention, and value realization across SaaS and digital platforms. Proven track record in managing end-to-end customer relationships — from onboarding and enablement to business reviews, renewal, and expansion. Experienced in CRM tools (Salesforce / Zoho / Freshdesk), SLA management, and cross-functional collaboration with product, sales, and technical teams.

Strong ability to translate data insights into compelling value narratives and execute outcome-based account strategies.

Customer Success & Account Management Associate - Map My Crop — Hardcastle Agrotech Solutions Pvt Ltd - Pune, Maharashtra

(2025-05)

B2B SaaS Agriculture Platform | AI-based Crop Advisory | Enterprise & FPO Accounts

• Owned post-sale customer relationships for enterprise accounts — acted as the primary point of contact for onboarding, adoption, value delivery, and ongoing engagement across farmers, FPOs, and enterprise clients.
• Drove structured onboarding: completed farm boundary mapping, crop data setup (crop type, sowing date, acreage), and satellite account activation (S6, Sentinel) to accelerate time-to-value.
• Tracked and reported customer value realization using AI-based indices (NDVI), usage analytics, and crop health dashboards — translating data insights into clear advisory narratives for clients.
• Conducted regular business reviews presenting usage trends, platform adoption metrics, and actionable recommendations to strengthen client engagement and retention.
• Monitored account health signals and proactively escalated churn risks; coordinated recovery plans with product and technical teams for at-risk accounts.
• Partnered with internal sales and enterprise teams for smooth post-sale handover and identified upsell and expansion opportunities within existing accounts.
• Maintained CRM hygiene with accurate account health records and transparent issue resolution pipeline.
• Managed SLA adherence across all client tickets — ensuring timely resolution within defined turnaround times.

Customer Success & Account Management Executive - Lead Pluss Solutions Pvt Ltd - Pan-India

(2021-08 - 2024-08)

B2B CRM SaaS Platform | SME Client Accounts

• Managed end-to-end CRM client onboarding — account setup, user creation, workflow configuration, and initial platform training for client sales teams — driving adoption from day one.
• Served as the primary account contact for assigned clients; conducted regular check-ins to monitor satisfaction, identify expansion needs, and proactively resolve issues before escalation.
• Monitored client health through engagement patterns and usage signals; developed and executed retention and recovery plans for at-risk accounts in coordination with technical teams.
• Built account plans mapping digital adoption potential across client teams; supported upsell and cross-sell conversations with field and sales representatives.
• Maintained disciplined CRM records and generated daily/weekly MIS reports and performance dashboards for management — supporting data-driven decisions on account strategy.
• Identified and logged product bugs; liaised with technical teams to reproduce issues and drive timely resolution, reducing client friction.
• Managed client queries via calls, emails, and Freshdesk ticketing within SLA — ensuring high satisfaction and minimal revenue leakage.

Educational Counsellor — Inside Sales & Student Success - UpGrad Education Pvt. Ltd. - India

(2024-10 - 2025-02)

• Handled end-to-end student onboarding and success lifecycle — from first inquiry through enrollment — ensuring a seamless and satisfying experience.
• Managed inbound and outbound student queries via calls and email; advised on course selection, career paths, and degree planning based on individual goals.
• Analysed student data to develop tailored learning and career guidance plans; resolved parent and student concerns promptly maintaining high satisfaction scores.

Business Development & Student Support Executive - CRB Tech Solutions Pvt Ltd - India

(2019-04 - 2021-06)

• Handled multi-channel student and client inquiries (phone, email, walk-in); resolved complaints and maintained high satisfaction.
• Conducted face-to-face counselling sessions and provided post-enrollment support; prepared proposals, quotes, and maintained CRM records for sales tracking.
• Reviewed and reported on customer satisfaction and team performance metrics to management.

Bachelor of Computer Applications - Computer Applications - Rani Channamma University (2018)

Higher Secondary Certificate - Rani Channamma University (2015)

Secondary School Certificate - Karnataka Board (2013)