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Ekta Rani
Mid-level Customer Success Manager specializing in enterprise SaaS and digital banking adoption
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Customer Success/CSM leader with Freshworks enterprise experience owning complex accounts end-to-end (onboarding, adoption, renewal, and expansion). Demonstrated impact through quantified outcomes (e.g., +20% resolution speed, +15% CSAT, +25% handling-time improvement) and strong cross-functional execution on high-stakes integrations (Freshdesk–Salesforce) plus product influence via PRDs/user stories (Shopify integration improvements).
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Key Strengths
- Owned enterprise account end-to-end (onboarding → adoption → renewal) for 150-agent financial services org
- Drove measurable outcomes: +20% ticket resolution speed and +15% CSAT leading to renewal
- Structured 30/60/90-day success plan with technical onboarding, enablement, and KPI baselining
- Strong enterprise stakeholder management using power/influence/dependency mapping
- Cross-functional incident leadership to resolve critical Freshdesk–Salesforce integration failure (API version mismatch) with hotfix in 1 week and stabilization in 2 weeks
- Recovered a red account: improved ticket handling time by 25% and secured renewal after escalation
- Translated recurring customer feedback into PRDs/user stories; influenced roadmap to ship improved Shopify integration in two sprints
- Reduced integration-related tickets by 40% and improved onboarding satisfaction via product changes
- Improved CRM adoption and reporting trust: +30% usage by fixing lead scoring/routing and tailoring dashboards
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