Prateek Sabharwal

PRATEEK SABHARWAL CUSTOMER SUCCESS Customer Success Account Manager with a proven track record in driving product adoption, client satisfaction, relationship management, and growth. Skilled in managing complex accounts, building strong stakeholder relationships, and delivering tailored solutions. Proactive, organized, and self-motivated, focused on retention and long-term value.- - linkedin.com/in/prateeksabharwal PROFESSIONAL EXPERIENCE Renewa ls; Cus tomer Experience; Prob lem Solv ing ; Account Mana gement; Va lue Adde d Services; Customer Sat isfaction Survey; NPS; Net Promoter Score ; Sales ; Interpersonal Marketin g; Program Managemen t; Inbound ; Outbound; B2B; B2; Sales ; Business Client Sa tisfact ion; Verb al Commun icat ion; Client Strategy ; Performance Improvement; Lead Qualificatio n; Reven ue Growth ; Saa S; Marketing; LinkedIn Campa ign; Acco unt Managemen t; USA; US; Europe; Midd le East; An alytics; Sa les Deve lopment ; Rela tionsh ip Manag ement; Clie nt Services ; CRM; CSM; Cus tomer Upselling; Produc t Renewa ls; CSM; Customer Success Assoc iate ; Customer Succ ess Account Mana ger; Manager Cust omer Success Customer Success Manager Microsoft • • • • • • • • Managed a portfolio of 30+ Enterprise and SMB accounts across diverse industries, with a total ARR exceeding $30M in a B2B SaaS environment. Analysed usage patterns and provided data-driven insights, implementing targeted strategies that increased product adoption by 95% across accounts. Maintained a 100% renewal rate, ensuring low churn and high client retention through proactive engagement and valuedriven customer success initiatives. Partnered with C-suite executives, Product, Engineering, and Marketing teams to align customer goals with business objectives, driving 90%+ product utilization across all client portfolios. Oversaw key customer success initiatives, including Annual NPS Surveys, Quarterly Business Reviews, and Account Management strategies to drive continuous improvement and engagement. Worked with Account Executives to drive strategic account plans, identifying upsell and cross-sell opportunities to maximize customer value and drive revenue growth. Designed and led training programs for new Customer Success Managers, equipping them with the tools and knowledge needed for long-term success. Also led a global pooled portfolio of 2,500+ accounts with a total Book of Business exceeding $20M, managing a team of 4 Customer Success Analysts to scale reactive approach and customer engagement. Associate Consultant Infosys, Ltd. • • • • • • Bengaluru, Karnataka AUG 2020 – May 2022 Account Spread: Experience in handling 15+ accounts with a collective contract value of over US $1 Billion. Conversion for new clients over 90% and adoption of tools & IPs suggested to new & existing customer for their proposals as 92%, for assigned set of Client accounts. Understand and assess customer requirements, level of adoption and corporate structure to manage Senior Stakeholder Relationships, drive retention and upsells. Collaborate with Sales, Account teams, and partners to define and deliver the best solutions possible. Work on deal closure related activities like coordinating with multiple stake holders for Final SoW document closure, enabling the delivery team for resource allocation. Managing team of 4 – Perform Quarterly and Annual Business Reviews & present reports to senior management indicating our key success reasons and progress on ongoing engagements. Digital Strategy Intern Happy Marketer – A Merkle Company • • • Bengaluru, Karnataka May 2022 – Present Bengaluru, Karnataka APRIL 2019-JUNE 2019 Worked along a Philippines' Conglomerate for conducting digital campaigns for their 13 brands. Project aimed to persuade & drive the consumer behaviour, to benefit client's commercial offerings. Also, support the strategy team in creating pitch proposals for clients with various servicing teams at Happy Marketer. Founder/Sales & Operations Menztalk • • • • • • Jodhpur, Rajasthan SEPT 2015-MARCH 2018 Strategized, implemented, and managed all eCommerce initiatives to ensure maximum customer acquisition and revenue production. Develop initiatives to facilitate the introduction and expansion of multi-channel for Men's Product Line. Drive the negotiations to structure the best sales opportunities for Men's Products with relevant offline retailers. Oversee order flow system, transacting over 200 orders annually. Conducted AB testing to determine best practices and increased conversions by 5%. Ensured consistent revenue growth of 100% right in the first year & 130% in the second year of operations. EDUCATION Xavier Institute of Management & Entrepreneurship PGDM – Marketing & Operations Kochi, Kerala JUNE 2018-MAY 2020 Jodhpur Institute of Engineering & Technology Bachelor of Technology – Electrical Engineering Jodhpur, Rajasthan AUG 2012-JUNE 2018 CERTIFICATIONS • • • • • Customer Success: How to Reduce Churn and Increase Retention Customer Success: How to actively engage with your customers Microsoft Office 2016: Excel Specialist – by Microsoft Marketing Research & Analysis – by IIT, Roorkee Business Analytics & Text Mining Modelling Using Python – by IIT, Roorkee SKILLS • • • • MS-Office Project Management Senior Stakeholder Management Customer Success • • • Excel (Dashboards and Analytics) Client Management Trainings & Support