Ketaki Hande

Strategic, results-driven Customer Success Manager with 6+ years of experience in ERP, global account management, supply chain, and inside sales, focused on driving customer success and revenue growth. Experienced in managing large-scale enterprise account portfolios. Driving product adoption and customer performance to deliver long-term success through strategic collaboration and impactful solutions.

Service-oriented professional with a proactive mindset, strong communication and presentation skills, and the ability to manage multiple priorities in fast-paced environments. Quick learner with a natural curiosity for new technologies and continuous improvement.

CUSTOMER SUCCESS MANAGER (SAAS) at QAD Inc. (2023-01 – Present)

• Managed end-to-end customer lifecycle for cloud-based ERP solutions, including onboarding, adoption, stakeholder engagement, retention, and renewals.
• Acted as the primary point of contact for global Tier 1 customers and partners, managing relationships, driving engagement, and ensuring overall customer success.
• Experience managing enterprise customer relationships within manufacturing and supply chain industries, driving adoption, retention, and value realization through strategic account management.
• Conducted regular check-ins, including dashboard reviews, KPI tracking, and performance discussions to monitor customer health and outcomes.
• Managed renewal conversations by highlighting realized outcomes, customer success metrics, and long-term value potential.
• Delivered Quarterly Business Reviews (QBRs), highlighting insights, progress, risks, and actionable recommendations. Managed contract adherence, including SLAs, while proactively driving renewals, product adoption, retention, and identifying upsell/cross-sell opportunities.
• Gathered customer feedback to align solutions with business goals and improve product adoption and usage.
• Handled escalations and critical issues by collaborating cross-functionally to ensure timely resolution and implement preventive measures. Monitored quality trends, initiated action plans, and delivered Root Cause Analyses (RCAs) for high-severity issues.
• Created and maintained customer-specific playbook, while managing product inquiries and ensuring consistent communication. Continuously improve lifecycle engagement through experimentation.

SUPPLY CHAIN EXECUTIVE at Macrospark engineering pvt ltd (2021-01 – 2023-01)

• Planning supply chain schedules in advance for timely deliveries.
• Keeping in touch with suppliers and developing cordial relationships with them.
• Participate in conference and exhibitions in behalf of company.
• Negotiate deals, handle complaints and gather feedback from customers.
• Provide after sales support to the customer. Provide Monthly MIS report to management.

TECHNICAL SALES COORDINATOR at Supertechnical FZCO, Dubai, UAE (2019-01 – 2020-01)

• Managed customer and distributor inquiries via phone and email, qualifying inbound leads and supporting the sales pipeline in collaboration with Technical Sales Representatives.
• Prepared and tracked quotations for instruments, spare parts, accessories, and service offerings, ensuring timely delivery and high conversion support.
• Coordinated service operations including maintenance contracts, spare parts requests, and service quotations, acting as a liaison between customers, distributors, and internal service teams.
• Supported commercial administration such as supplier onboarding, tender documentation, and customer registrations, including handling requirements for international clients and distributors.

ASSOCIATE TRAINEE ENGINEER at Accenture India PVT LTD (2016-01 – 2017-01)

• Trained as software tester wherein I learned multiple automation tools like JIRA, BUGZILLA etc. in order to find the defects reporting and related bugs.
• Generating and dispensing vital test scenarios in JIRA, wrote various test cases based on the test reports, tracing various levels of data.
• Collection of high volume data for further case studies and analysis.

BACHELORS IN ENGINEERING in Electronics and Telecommunications – UNIVERSITY OF PUNE (2016-01)