Andrews Sekar

With over 10 years of experience in IT, specializing in the SaaS domain, I am experienced, and self-motivated and my expertise lies in customer success, program management, sales, account management, and strategic planning. I have a proven ability to lead teams, address customer-centric challenges, and thrive in a dynamic, deadline-driven environment.

Lead, Customer Success Manager

QuestionPro Pvt Ltd | Feb 2014 - To date

• Led and mentored a high-performing team of 10 customer success representatives, managing a $1.5 Million customer book value.
• Developed and implemented customer success strategies, resulting in a 65% increase in client retention and satisfaction.
• Utilized data analytics to assess team performance, implement KPIs, and identify areas for improvement.
• Designed and delivered tailored training programs, contributing to a 45% growth in the overall book value.
• Implemented a custom bonus model, enhancing team motivation and performance.
• Created a custom bonus plan that is based on EBR (Executive Business Review) + Onboarding and training Metrics + Account Health
• Worked closely with Enterprise customers to program and run API customised model

QuestionPro Pvt Ltd | Feb 2014 - Till Date

• Served as a technical liaison for 85% project success across multiple departments, contributing to increased efficiency and client satisfaction.
• Collaborated in over 20 kickoff meetings, ensuring alignment in joint application designing and planning sessions for diverse projects.
• Partnered with the team, addressing and resolving problems in 90% of cases, and adjusting plans for dynamic targets and operational changes.
• Developed and managed 15 project plans, outlining work, determining resources, and generating initial budgets to ensure successful execution.
• Updated customers and stakeholders on project progress in more than 50 instances, ensuring transparency and alignment with project goals.
• Provided optimal customer service, delegated tasks for productivity improvements, and acted as a liaison for identifying and pursuing 10 sales opportunities.

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Bachelor in Computer Application