Open to opportunities

Vinay Manju

@vinaymanju

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Customer Success and Key Account Manager with 8+ years driving retention, revenue growth, and process optimization.

India

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What I'm looking for

I’m looking for a role where I can own key customer relationships, improve retention and CSAT with CRM-driven workflows, and use data analysis to optimize operations, reduce churn, and grow revenue.

I’m a results-driven Customer Success Executive and Key Account Manager with 8+ years of experience in customer engagement, account management, and process optimization. I build long-term client relationships through strategic account plans, upselling/cross-selling, and contract negotiations, while resolving escalations and aligning customer needs with business goals.

In my roles at Instawork and Jio, I improved retention and satisfaction using data-driven workflows—managing 500+ customer profiles, increasing retention by 30%, reducing complaints by 45%, and cutting response time through quality audits and process enhancements. Earlier, I started in customer support at Acko and expanded into operations and data analysis (including financial transaction monitoring, compliance, and audit support), which strengthened my ability to turn operational signals into customer-focused outcomes.

Experience

Work history, roles, and key accomplishments

Key Account Manager

Jio India Pvt Ltd

Oct 2024 - Jan 2026 (1 year 3 months)

Managed client relationships and key accounts by developing strategic account plans, driving revenue growth through upselling and cross-selling, and supporting contract negotiations. Focused on improving client retention and customer satisfaction through escalation handling and performance monitoring.

Key Account Management Client Relationship Management Strategic Account Planning Business Development Upselling Cross Selling Contract Negotiation Escalation Management Customer Support Performance Monitoring CRM Tools Data Analysis Customer Retention

Community Operations Specialist

Instawork India Service Pvt Ltd

Jul 2022 - Sep 2024 (2 years 2 months)

Managed customer onboarding and engagement for 500+ customer profiles and built retention strategies to improve retention by 30%. Reduced customer complaints by 45% through pain-point resolution, quality audits, and process enhancements.

Customer Onboarding Customer Retention Customer Engagement Quality Audits Process Improvement VIP Customer Support Performance Metrics

Customer Success Manager

ACKO General Insurance

Jul 2018 - Mar 2020 (1 year 8 months)

Advised customers on car insurance products, coverage options, premiums, and exclusions, and explained policy terms and claim procedures. Handled customer queries and supported new policy applications, renewals, and endorsements.

Customer Success Customer Advisory Renewals Endorsement Multichannel Support

Operations Executive and Data Analyst

Velocity

Mar 2020 - Jun 2022 (2 years 3 months)

Processed and monitored financial transactions, payments, and settlements while maintaining accurate financial records and documentation. Coordinated with banks and vendors, supported audits and reporting, and escalated operational risks or discrepancies.

Financial Record Management Compliance Audit Support Data Preparation