KAILASH BATHIJA
Summary
A highly experienced professional with over 11 years of expertise in Customer Success, Account Management, and Business Strategy across various Industries and geography - Asia and Middle East. In the past 7 years, worked exclusively in the EdTech industry and gained a deep understanding of the market dynamics and business operations. With diverse experience, confident in ability to take on a leadership role as a Business Head and drive the growth of the organisation through effective client management.
Overview
13
13
years of professional experience
Work History
Head of Customer Success
Knowledgehut Solutions Pte Ltd
02.2019 - Current
- Heading Customer Success and Account management function covering cross industry verticals with key focus on online platform offering
- Identify new opportunities within key accounts and increase overall contribution of account to business
- Work with business development and marketing teams to ensure continuity in revenues for organization with focus on new business acquisition
- Handling all internal customer focused operations and delivery processes
- Interact, Negotiate, and finalize deals, offering solutions to address clients' requirements
- Worked with regional team to realign customer growth strategy, rebuilt market penetration strategy targeting 70% renewal rate.
- Advocating Customer needs & concerns through cross functional teams by handling customer specific internal operations and delivery processes.
Senior Manager - Customer Success
Simplilearn Solutions Pvt Ltd
12.2016 - 01.2019
- Hand holding Clients from presales stage to sales Closure Stage, on-boarding them, providing continuous support and service.
- Building Learning Solutions for Enterprise accounts of Fortune 500 and 1000 companies. Major Accounts include Orange Romania, Abbott Singapore, Cognizant Global, Standard Chartered SEA, HSBC SEA worth $1 Million USD.
- Part of 4-member Enterprise Account Management team, managing client relationships across APAC, EMEA and North America
- Developing, preparing and nurturing Customer Relationships for Account Growth
- Own overall relationship with assigned clients, including increasing adoption and ensuring retention and satisfaction
- Identifying and working on up-sales opportunities and contributing to repeat-revenue.
Customer Manager
Xseed Education Pte Ltd
12.2015 - 12.2016
- Achieved 20% (INR 1cr) incremental revenue through effective opportunity mapping and targeted upsell & cross-sell
- Conducted Market Research and established results to understand requirements for cloud software implementation.
- Managing the key accounts for $ 1.9 Million market for selling curriculum solutions to K – 12 Education in Tamil Nadu & Kerala
- Monitoring P&L of 200 accounts (schools) for renewal sales and program implementation
- Tracking overall customer life cycle management from on-boarding a new account to ensuring effective service implementation to financials
- Conducting market research to analyze competitors & price research to formulate business strategies
- Leading a 5 member cross-functional team covering entire sales and business operations
Product Manager
Redington Gulf FZE
07.2016 - 12.2016
- Spearheaded collaborative efforts to bring products to market.
- Compiled product and customer data to generate informed profit projections.
- Reviewed new opportunities to drive business strategy at planning sessions.
Project Intern
Grant Thornton
10.2014 - 12.2014
- Conducted competition analysis and recommended marketing strategy for various digital platforms
- Conceptualized Digital Marketing Strategy for Facebook, Twitter & LinkedIn
Deputy Manager Aftersales
General Motors
05.2012 - 04.2014
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Assistant Manager - Aftersales
Mahindra & Mahindra Ltd
10.2009 - 11.2011
- Developed detailed aftersales process implementation plans based on broad guidance and direction.
- Leveraged customer feedback data and analytics to make informed decisions and drive business improvements.
Education
MBA - Marketing Management
S P Jain School of Global Management Singapore
Singapore09.2015
Bachelor of Engineering - Mechanical Engineering
PSG College of Technology, Anna University
India06.2009
Skills
- Strategic planning and execution
- Team leadership and management
- Customer Success & Account Management
- Marketing
- Solutions Consulting
- Business Operations
- Relationship building and networking
- End to End Sales
Accomplishments
- Delivered a successful 18 month Digital Transformation Project for Orange Telecom Romania, transforming a team of 250 across 5 core areas.
- Successfully set up a recurring revenue generating program through custom portal for fresh graduates joining IT industry.
- Achieved 20% incremental course adoption through effective opportunity mapping and capability mapping among the clients.
- Supervising team of 5 staff members across Singapore, Malaysia and Indonesia
Additional Information
- Flexible to Travel
- Fluent in English, Tamil, Sindhi and Hindi
Timeline
Head of Customer Success
Knowledgehut Solutions Pte Ltd
02.2019 - Current
Senior Manager - Customer Success
Simplilearn Solutions Pvt Ltd
12.2016 - 01.2019
Product Manager
Redington Gulf FZE
07.2016 - 12.2016
Customer Manager
Xseed Education Pte Ltd
12.2015 - 12.2016
Project Intern
Grant Thornton
10.2014 - 12.2014
Deputy Manager Aftersales
General Motors
05.2012 - 04.2014
Assistant Manager - Aftersales
Mahindra & Mahindra Ltd
10.2009 - 11.2011
MBA - Marketing Management
S P Jain School of Global Management Singapore
Bachelor of Engineering - Mechanical Engineering
PSG College of Technology, Anna University
Hobbies
Cooking, Cycling & Basketball
Similar Profiles
Abhishek HatwarAbhishek Hatwar
Senior Program Advisor at Knowledgehut upGradSenior Program Advisor at Knowledgehut upGrad
Nagarjuna SNagarjuna S
Global Operations Manager at UpGrad KnowledgeHutGlobal Operations Manager at UpGrad KnowledgeHut
Toluwalase BadmusToluwalase Badmus
Scrum Master at KnowledgeHutScrum Master at KnowledgeHut