Deepak Kaushik

Accomplished client services professional with extensive 16+ years of technology experience and 12+ years as a CSM in building strategic relationships across a diverse portfolio of enterprise customers based in the Software as a Service (B2B) space. Successful customer champion with the ability to collaborate and motivate among cross-functional teams while driving revenue growth and retention. I am passionate about partnering with customers to help them achieve their objectives.

In my 16+ years of professional life, I found myself mainly in the Customer Success, User Engagement/Experience, Client Relations, Service Delivery (SaaS and IGA Projects) and Digital Marketing. I am familiar with many CRM tools like Salesforce.com, SNOW, Intercom, Zendesk, Marketo and Gainsight.

 Empower company customers to improve their end-customers experiences and achieve business objectives through the adoption of company product

 Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively

 Understand Customer's current company implementation and ensure maximization of business value realized by the customer through consultative support, training and configuration optimization

 Customer advocate within company providing feedback to engineering teams to develop / identify new features & products

 Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate advocates to generate new business

 Serve as the internal voice of the customer and advocate for your client’s needs (services, support, product management, executive alignment)

 Manage and track key performance indicators (KPIs) in CRM - including renewal and expansion commitments - to ensure exceptional, predictable results

 Calculate risk forecasts based on product adoption; close renewal, up sell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

 Identify opportunities for customer references and case studies

 Lead a team of high-performing resources

B.Com with Computer Application