Customer Success
Pallavi Kini
Customer Success | Business Development
Abu Dhabi
Summary
I am an Experienced professional with a career spanning 5.5 years in client-facing roles across diverse regions like the Middle East and APAC. I thrive on wearing multiple hats, having taken on roles such as Business Development, Inside Sales, Customer Success, and Partnerships, specializing in SaaS startups.
My expertise includes cultivating CXO relationships, managing key accounts, driving customer retention, delivering exceptional customer service, and orchestrating successful customer onboarding.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
7
7
Certificates
Work History
Business Dev & Customer Success Manager - MENA
Expand My Business
3 2023 - 03.2024
- Drove growth and expansion in the MENA region for Custom Website & App Building, Conversational AI Chatbots, Tech Solutions, Retail & E-commerce Solutions, and Digital Marketing.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Facilitated successful renewals and capitalized on upsell/cross-sell opportunities through diligent relationship management and proactive issue resolution. Collaborated closely with Sales, sharing insights to achieve a flawless 100% satisfaction rating through daily query resolution.
- Implemented a proactive engagement strategy, ensuring superior customer satisfaction through effective communication. Conducted regular success reviews and collaborated with Technical Support to resolve issues promptly.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
Sales Development Representative - MENA
Sprinklr
04.2022 - 02.2023
- Strategic Lead Generation, omni-channel outbound prospecting using tech stacks like Sales Navigator, Lusha, ZoomInfo and SignalHire resulting in a 27% increase in open rates and 12% in reply rates.
- Prospected and positioned Sprinklr's product to key decision-makers (CXOs, VPs, Directors, and IT Heads) using consultative selling strategies.
- Managed a robust portfolio of 400+ large enterprise accounts in New York, achieving 100% penetration and securing 8 new logos.
- Promoted among top performers (5 AEs from 50 SDRs) to lead the CXO pilot program, which involved launching new Sprinklr products. Generated a $115,000 pipeline within 15 weeks while managing end-to-end sales.
- Sales Operations: Maintaining and reporting Accurate Sales data within CRM platforms: Salesforce | Salesloft.
Partner Development Representative - APAC & ME
Enterprise Bot
04.2021 - 04.2022
- Identified potential partners for new business opportunities in the Middle East and APAC region by researching industry trends and evaluating their alignment with company goals.
- Established profitable relationships and new business opportunities with existing partners, effectively communicating them to sales teams.
- Monitored and analyzed partner metrics to pinpoint improvement and expansion opportunities.
- Improved partner satisfaction by promptly addressing inquiries and resolving issues.
- Conducted training sessions for partner sales teams on product knowledge and competitive advantages.
- Collaborated with the product team to relay partner feedback on features and improvements.
- Developed, maintained and utilised a diverse client base.
- Sales Operations: Maintaining and reporting Accurate Sales data within CRM platforms: Pipedrive | Hubspot
- Achieved 160% of quarterly goals, driving global expansion by onboarding 17 new partners across diverse markets.
Inside Sales Representative - Pan India
Yellow.ai
01.2020 - 03.2021
- Executed 'Territory Sales Plans' by identifying and securing new opportunities in Key Accounts, Enterprises, and SMEs, through strategic outbound initiatives.
- Responded promptly to customers' inquiries regarding products, and prices ensuring clear and helpful communication.
- Collaborated closely with Account Executives (AEs) to hand over qualified sales opportunities for efficient closure in enterprises with annual revenue ranging between $100 million and $500 million.
- Streamlined sales process efficiency by maintaining accurate records of client interactions in Freshsales CRM, ensuring seamless follow-up and improved customer relationship management.
- Achieved a remarkable 140% of Annual targets, demonstrating superior performance, and acquired 26 new customers in 2020.
Growth Hacker - Pan India
Talent GPS
11.2018 - 01.2020
- Identify key stakeholders, CEOs/CXOs/HR Heads to pitch Strategic Recruitment Program (RPO) services.
- Pitching our services through F2F Meetings, Video Calls, E-mail & LinkedIn.
- Collaborated with cross-functional teams to develop integrated marketing strategies that aligned with overall business goals.
- Created compelling content assets such as blog posts, and case studies that showcased product benefits while attracting organic traffic from target audiences.
Education
Post Graduate Diploma in Business Administration
Lancaster University
08.2014 - 06.2016
Bachelor of Commerce
University of Delhi
08.2011 - 06.2014
Skills
Lead Generation
Product and Service Sales
SaaS Sales
Relationship Building
Prospect Targeting
Revenue Generation
Networking strength
Account management
Customer Success
New Business Development
Territory Management
Market understanding
Campaign development
Vendor management
Product/Service Adoption
Client Onboarding
Customer Satisfaction
Accomplishments
- Won "Star Performer of the Quarter" in Q2 - Enterprise bot
- Won "Most Consistent Performer '21-'22 " - Enterprise bot
- Brought in 17 new Partners across the Globe - Enterprise Bot
- Won "CEO's Choice Award - Top Performer" - Talent GPS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursWork from home optionTimeline
Sales Development Representative - MENA
Sprinklr
04.2022 - 02.2023
Partner Development Representative - APAC & ME
Enterprise Bot
04.2021 - 04.2022
Inside Sales Representative - Pan India
Yellow.ai
01.2020 - 03.2021
Growth Hacker - Pan India
Talent GPS
11.2018 - 01.2020
Post Graduate Diploma in Business Administration
Lancaster University
08.2014 - 06.2016
Bachelor of Commerce
University of Delhi
08.2011 - 06.2014
Business Dev & Customer Success Manager - MENA
Expand My Business
3 2023 - 03.2024
Quote
WIN A NO-WIN SITUATION BY REWRITING THE RULES!!
- Harvey Specter
Interests
Account Management
Key Accounts
Partnerships
Market Resaerch
Networking
Relationship Management
Certification
Customer Success Management Fundamentals