ASHWIN RAVISHANKARAN

+91-9790741843
ashwinravi126@gmail.com

Profile Snapshot

6 years of experience in Technical account management, Customer success, Market

Research, Supply chain solutions, Client relationship / Account management with genuine
passion for Customer success, particularly within the context of SaaS.

Work Experience

Amazon
Associate Account Manager-Customer Success Aug 2022- June 2023

• Selling Partner accounts Business Growth: Deliver timely, accurate, and

professional operational support to all Selling Partners within a specified SLA.
• Built a strong relationship with the Selling Partner accounts; be a trusted advisor and
the single POC for their issues, questions, requests, escalations, and concerns.
• Identified scope to improve business input metrics that drive growth and improve end
customer experience, in collaboration with other Amazon programs and teams.
• Negotiate and close subscription sales, ensuring the customer Renewals are met.
• Played an advisor role with oversight of key activities that are underway for a Selling
Partner accounts CLV
• Managed a team of associates in assigning and monitoring for resolution within SLA.
• Met customer retention goals with minimum 90% retention rate.
• Developed strong, strategic relationships with customers to identify and leverage the customers’ business
goals, growth strategies and profit drivers to deliver the appropriate business value proposition sales
solution strategy.
• Maintained and monitored pipeline of sales in CRM and metrics for assigned seller accounts.
• Appropriately prioritized and resolved, while ensuring customers are always kept informed
throughout the process to drive adoption.
• Ensured 100% customer satisfaction and maximized retention.

TargetBay November 2021-June 2022

Senior Customer Success Executive

• Understand and document customer’s business flow and deep understanding of use-cases.
• Engaged proactively with client accounts through all phase, ensured their satisfaction
through timely communication and effectively handled the escalations.
• Acquired knowledge of all product lines. Ability to showcase product demo + work out
solutions for business use cases using best product fit.
• Aligned with key customer stakeholders to establish a stronger customer
relationship management program (stakeholder mapping).
 • Evaluated how customers manage their Targetbay and Bayengage product suite investment &
identify efficiency and effectiveness gains (process & tools)
• Promoted awareness of the latest innovations TargetBay is releasing (products/features
in pipeline)
• Worked with internal cross-functional teams (product, sales, pre-sales, marketing,
product marketing, support etc.) to ensure customer’s issues/solutions are addressed.
• Understanding of SaaS metrics and
• Owned two key metrics (Increase Product-Adoption & Customer Retention).
• Collected customer requirements/feedback and bring that back to the product
and engineering team.
• Monitor user/account health score.
• Identified upsell opportunities and ensured timely renewals.
• Controlled churn.

Amazon, Chennai Feb 2019 – November 2021

Selling business partner support- Partner account success

(Marketplace US, IN, UK, EU, AU, Japan)

• Built and fortified mutually beneficial relationships with current and potential sellers.
• Owned overall relationship with assigned clients, which included managing on-boarding,
implementation, training, increasing adoption, ensuring retention.
• Meticulously worked towards achieving first time resolution on all seller contacts within
the agreed SLA.
• Drove process improvements by identifying process, policy issues and pain points
impacting firms’ sellers’ partners and maintained a positive process adherence metrics.
• Worked with the sales and marketing team to drill customer references and develop case
studies.
• Reviewed the customer journey, identifying how it is supported, taking a
consultative approach in helping clients overcome issues and achieve goals.
• Communicated effectively with both internal and external leaders to understand
customer needs, maximise retention and growth, and communicate learnings.
• Prepared necessary documentation and/or visuals for client; analyse trends in CSAT/NPS
scores to identify areas of improvement.
• Gathered, analysed, and owned CS metrics (including NRR, churn etc.) for assigned accounts.
Also, ran periodical reviews with customers to drive faster and smoother customer adoption and
engagement.
• Communicated effectively with both internal and external leaders to understand customer
needs, maximise retention and growth, and communicate learnings.

Flex (Chennai) March2017 –November 2018

Senior Analyst – Supplier Account Management in Supply Chain solution
Relevant Skills & Personal Traits

• Collaborative team player.

• Strong desire to learn and grow professionally.
• Go the extra mile to engage customers proactively.
• Follow up with customers to ensure their technical issues are resolved.
• Strong skills in time management, prioritizing tasks, and meeting deadlines.
• Stakeholder management.
• Strong knowledge in working with CRM tools- Freshsales, Salesforce, HubSpot.
• Hands-on experience with customer engagement software tools-
Intercom, Freshdesk, Paragon, Slack and Jira.
• Proficient in use of MS Word, MS PowerPoint, and MS Excel.
• Intermediate level of knowledge and understating in Python and SQL language.
• Proven time management skills in a dynamic support environment.
• Strong attention to detail and organizational skill.

Educational Qualification

Master of Business Administration, Operations / Marketing 2016

Anna University

Bachelor of Engineering, Mechanical Engineering 2014

SRM University

End of Resumé