Akshaya Lakshmi R

Management of end to end post sale activities in the vendors and in-house teams, which directly leads to 3+ crore in quarterly revenue with the help of high customer satisfaction levels and retention rates. Communicated with senior-level stakeholders as the primary point of contact, actively discovering opportunities to improve operations and make products meet the client needs. Constructed and sustained structured performance scorecards and usage metrics dashboard, enhanced quality of service delivery, SLA adherence, and efficiency of operation. Conducted onboarding, enablement and continuous training of internal teams, to result in the same delivery outcomes and shortened time to value of new clients. Cross-functioned with sales, operations, and leadership to solve escalations, enhance customer experience, and process improvements.

Administered 10+ high-value private universities across US, UK, Canada portfolios with 98% customer satisfaction (CSAT) realized by engaging proactively, monitoring their health, and developing success strategies. Led complete customer onboarding experiences such as platform walk throughs, product training sessions, and continual refreshers to promote adoption and the use of features. Held regular business review meetings with the top decision-makers and synchronized product roadmap capabilities to customer performance and long-term development objectives. Served as the internal customer advocate, winding business needs into practical solutions working with product, operations, and engineering services. Had a sub-24-hour query response SLA during the process of onboarding and post-onboarding, which hugely minimized the risk of churn and increased customer health scores. Enhanced CRM tools ( Salesforce, HubSpot) to track engagement patterns, use data, and health metrics to identify the accounts at risk and make swift interventions.

Guided onboarding and empowerment of customers in 100+ upskilling programs with high product knowledge, timely activation, and clear outcomes. Lead and trained a 6-member inside sales team, increasing the conversion rates, the quality of interactions with customers, and the pipeline velocity. Worked with marketing and product to perfect sales messaging, manage objections and better positioning within core customer segments.

Strategized with 800+ potential clients, needs tests to prescribe results-oriented solutions that are in line with customer objectives. Established long-term relationships with clients by making follow-ups, communicating based on trust and value selling and consistently achieved and surpassed the sales goals. Collaborated with 16+ institutional customers, modeling the product offerings to internal operations and stakeholder needs to achieve an easy adoption.

Collaborated with healthcare professionals to know their clinical processes and deploy compliant and efficient SaaS solutions. Reduced the distance between technical systems and end-users, which brought product adoption and enhanced operational accuracy across the account.