Elizabeth Kalyana
Summary
Results-oriented Client Success Leader with extensive experience in cultivating long-term client relationships and achieving revenue targets. Expertise in cross-functional leadership and strategic planning to enhance client satisfaction and loyalty. Proficient in assessing client needs and delivering customized solutions to ensure superior service. Background includes roles in leading firms across Recruitment, Facilities, and Financial Services sectors.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work history
Manager, Client Success
Indeed
London
2016.03 - Current
- Leading a team of Senior Client Success representatives, delivering coaching and performance evaluations to boost engagement levels.
- Conducted interviews and oversaw hiring of over 50% of department staff since promotion.
- Designed and implemented client success strategies, resulting in 20% rise in retention rates and 15% enhancement in NPS.
- Served as trusted advisor for high-value clients, ensuring achievement of goals through aligned solutions.
- Engaged with Product, Sales, and Marketing teams to communicate client feedback and foster continuous improvements.
- Reviewed Client Success metrics, sharing key insights with executive leadership for process optimisation.
- Converted Senior Management directives into effective front-line policies for the team.
- Proactively identified at-risk accounts to reduce churn via targeted re-engagement strategies.
Senior Client Success
Indeed
London
2013.03 - 2016.03
- Managed over 80 accounts, generating revenue exceeding £1 million for Enterprise vertical.
- Nominated to set-up the Client Success department of our Sydney offices, implemented and developed core process and procedures, recruitment of team and established client relationships.
- Conducted interviews and contributed to hiring processes for new team members.
- Oversaw Enterprise book during tenure in Sydney, providing insights for Australian clients.
- Streamlined communication channels, enhancing internal information flow and knowledge sharing.
- Fostered strong client relationships to secure repeat business and retain revenue.
- Collaborated with Sales teams to drive improved sales performance and revenue growth.
- Navigated challenging situations professionally, protecting company reputation at all times.
Client Relationship Manager
Precision IR
London
2011.09 - 2013.03
- Managed multi-channel advertising campaigns to support sales objectives.
- Devised creative strategies for highlighting goods and promoting specific attributes.
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
- Developed strong relationships with key accounts, enhancing brand presence.
Retention Specialist
Biffa
High Wycombe
2009.01 - 2011.09
- Primary responsibility was to liaise with clients and ensure their issues and concerns are addresses in a timely manner.
- Demonstrated respect, friendliness and willingness to help wherever needed with clients.
- Multitasked between calls and administrative tasks effectively during peak hours.
- Fostered positive relationships with clients through regular follow-ups and updates.
- Handled complaints professionally, ensured customer contentment at the end of each call interaction.
- Collaborated closely with other departments to ensure a comprehensive approach to problem-solving and complaint resolution.
Education
A-Levels -
Herschel Grammar School
2000.09 - 2002.07
Bachelor of Arts - English and International Relations
Nottingham Trent University
Nottingham 2002.09 - 2006.06
Skills
Core Competencies
- Leadership & Development
- Communication
- Client Relationship Management
- Data-Driven Decision Making
- Strategic Planning
- Cross-Functional Collaboration
- KPI tracking
- Crisis handling
- Time-management
Technical Skills
- CRM Software proficiency: Salesforce, Zendesk,
- Project Management Tools: Asana, Jira
- Analytics: Tableau, Excel,
- Communication: Slack, Zoom, Microsoft Team
- Product knowledge and tech integrations
Timeline
Manager, Client Success
Indeed
2016.03 - Current
Senior Client Success
Indeed
2013.03 - 2016.03
Client Relationship Manager
Precision IR
2011.09 - 2013.03
Retention Specialist
Biffa
2009.01 - 2011.09
Bachelor of Arts - English and International Relations
Nottingham Trent University
2002.09 - 2006.06
A-Levels -
Herschel Grammar School
2000.09 - 2002.07