Open to opportunities

Akshay Sapkal

@akshaysapkal

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Results-driven Customer Success Manager with expertise in SaaS environments.

India

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What I'm looking for

I am looking for a role where I can partner with customers as a strategic advisor, focusing on driving product adoption and enhancing customer satisfaction.

I am a results-driven Customer Success Manager and Technical Account Manager with 5 years of experience supporting enterprise clients in SaaS environments. My proven track record includes managing complex onboarding processes, resolving escalations within SLA, and driving product adoption to maximize customer satisfaction, retention, and renewals. I recently completed an MS in Business Analytics to enhance my data-driven decision-making and customer insights.

At Mindtickle Interactive Media, I managed end-to-end customer onboarding and implementation, ensuring seamless integrations with existing systems. I spearheaded onboarding for over 10 enterprise accounts, resulting in a 40% increase in feature adoption. My role involved acting as the primary point of contact for client escalations, achieving a 95%+ CSAT score, and leveraging analytics platforms to drive a 20% increase in platform utilization. I am passionate about partnering with customers as a strategic advisor to enable long-term value and success.

Experience

Work history, roles, and key accomplishments

Customer Success Engineer / Manager

Mindtickle Interactive Media Pvt Ltd

Aug 2020 - Sep 2023 (3 years 1 month)

Managed end-to-end customer onboarding and implementation, ensuring seamless integrations with existing systems. Spearheaded onboarding for 10+ enterprise accounts, delivering personalized enablement, training, and support, resulting in a 40% increase in feature adoption and time-to-value reduction. Acted as the primary point of contact (POC) for client escalations and product inquiries, consisten

Datadog SumoLogic Mixpanel Metabase Salesforce Gainsight

Senior Associate

Wipro Technologies

Jun 2018 - Jul 2020 (2 years 1 month)

Orchestrated end-to-end case management operations, resolving intricate customer problems using root cause analysis and technical troubleshooting protocols, maintaining a 98% customer satisfaction score in quarterly surveys. Conducted advanced diagnostic tests using SI, NATO, Woosh, and Darious, leading to a 25% reduction in repeat escalations by accurately identifying and resolving network and co

Root Cause Analysis Technical Troubleshooting Process Automation Customer Satisfaction Woosh Darious

Education

Degrees, certifications, and relevant coursework

University of Surrey

Master of Science, Business Analytics

Pursued a Master of Science in Business Analytics, focusing on enhancing data-driven decision-making and customer insights. Developed expertise in leveraging analytics platforms to understand customer behavior and drive strategic outcomes.

Maharashtra Institute of Technology

Bachelor of Engineering, Mechanical Engineering

Completed a Bachelor of Engineering in Mechanical Engineering, gaining foundational knowledge in mechanical principles and design. Engaged in coursework that provided a strong technical base for problem-solving.