Ankush Mittal

As customer success mentor, provided personalised guidance to businesses that combined industry expertise and data-driven analysis on designing and implementing customer-centric strategies that lead to increased retention, expansion, advocacy, and sustainable growth. Through personalised coaching, helped mentees develop strong communication skills, empathy, and deep understanding of client needs, enabling them to tailor solutions and exceed expectations.

Key Achievements

• Mentored and coached over 80 businesses, providing personalised guidance on client engagement, retention strategies, and best practices.
• Designed and conducted training sessions, workshops, and one-on-one coaching sessions to enhance mentees' communication skills, problem-solving abilities, and customer-centric mindset.
• Leveraged data analysis to identify trends and areas of improvement, tailoring mentoring approaches to address specific challenges faced by mentees.
• Developed strategic plans, business models, and marketing strategies to drive business success and measurable delivered value from technology solutions.

Established and operationalised customer success model by meticulously analysing business landscape, understanding unique customer profiles, and their expectations, with aim to enhance product quality, expedite development processes, client experience and retention. Orchestrated and streamlined workflow that synergistically integrated various functions, all aimed at delivering unified, impactful outcome that aligns with overarching business objectives.

Key Achievements

• Managed portfolio of financial institution clients including Big 4 Banks, serving as their primary point of contact and ensuring their needs were met and exceeded.
• Collaborated closely with key stakeholders to understand their unique business challenges, align solutions, and develop strategic plans using Client Value Model.
• Conducted regular executive-level strategic business reviews to gather feedback, address concerns, and identify opportunities for upselling and cross-selling.
• Analysed customer data and created interactive dashboards and reports to visualise key performance metrics and provide actionable insights to internal stakeholders and customers.
• Collaborated with cross-functional teams to ensure timely and effective delivery of solutions and support to banking clients.
• Maintained and monitored 360-degree view of customer health, developed insights data including usage patterns, resulting in $2M+ upsell/cross-sell opportunities.
• Gathered and cleaned large datasets from various sources, ensuring data accuracy and consistency.
• Utilised statistical techniques and predictive modelling to identify potential churn risks and recommend proactive measures for customer retention.
• Assisted in designing surveys and feedback mechanisms to collect customer insights, contributing to data-driven decision-making.
• Collaborated with cross-functional teams to extract actionable insights from data, influencing product development and customer engagement strategies.
• Led team responsible for managing and nurturing relationships with enterprise-level clients, ensuring their goals were met and exceeded.

Progressive career at MYOB. Started as Consultant in 2012 & designed & delivered training & consulting to over 500 clients to migrate to cloud products; moved to National Pinnacle Consulting role in 2014 to help with establishing & operationalising a change management program for top 20 of company's client base with migration to cloud and building/executing transformation plans; finally, built, delivered and led Customer Success function in 2017 focused on retaining, growing top 300 clients worth $80M+, resulting in better engagement, plus 98% customer satisfaction retention rate.

Key Achievements

• Led and managed customer success team focused on 300+ high-value strategic accounts, providing strategic direction, mentorship, and guidance to ensure exceptional customer engagement.
• Collaborated with clients to understand their long-term business goals, crafting customised success plans to drive value and return on investment.
• Developed and executed customer success strategies, resulting in increased 60% increase in customer satisfaction rates and churn reduction by 75%.
• Spearheaded initiatives to enhance customer onboarding, training, and support processes, resulting in 200% increase in product adoption and 45% reduction in service tickets.
• Implemented data-driven decision-making by analysing customer usage patterns, feedback, strategic recommendations, and key performance metrics, resulting in $1.5M in upsell/cross-sell.
• Analysed customer data and industry trends to provide strategic recommendations, resulting in increased product adoption and customer loyalty.
• Introduced and managed customer feedback mechanisms to capture insights and drive continuous improvement.
• Worked cross-functionally with sales, product, and support teams to deliver cohesive and seamless customer experiences.
• Orchestrated cross-functional initiatives to deliver seamless customer experiences, liaising with sales, product, and support teams.