Muhammadh Thahir

• Owned end-to-end customer success for a portfolio of 9 enterprise accounts across FMCG, Retail, and Apparel sectors on ChannelKonnect, maintaining 100% portfolio continuity with zero major account losses and achieving an 8% improvement in client retention rate
• Spearheaded product adoption across secondary sales, distributor management, and field force modules — educating clients on platform features, best practices, and use cases through 40+ stakeholder workshops — contributing to 20% account revenue growth and improved renewal likelihood
• Identified, qualified, and closed upsell and cross-sell opportunities within existing accounts, generating Rs.1.5 million in net expansion revenue by aligning new platform modules to client
business outcomes and demonstrating measurable ROI
• Conducted QBRs for CXO and senior stakeholders, leveraging account health scores, product usage
analytics, and ROI data to support renewal decisions, secure multi-year contracts, and increase customer lifetime value (LTV)
• Led end-to-end enterprise onboarding and implementation of DMS/SFA platforms spanning
discovery, solution configuration, integration, UAT, user training, and post-launch adoption support — achieving a 95% on-time go-live rate
• Orchestrated proactive churn risk management across the portfolio — monitoring customer health indicators, resolving escalations through cross-functional collaboration with Product and Engineering, and acting as the internal voice of the customer to influence the product roadmap

• Built and automated sales performance dashboards using Tableau, SQL, and VBA to track pipeline health, revenue trends, and KPIs across 176 regions and 648 product lines — reducing reporting
cycle time by 70% and enabling data-driven commercial decisions
• Owned weekly to yearly and YoY sales reporting cadences for senior leadership, delivering
structured performance reviews covering forecasting accuracy, regional targets, and competitive activity across 800 distributors and 140, 000 customers
• Analysed secondary sales data and customer demand trends to identify upsell opportunities and pipeline gaps, producing data-backed recommendations that contributed to a 15% increase in revenue
• Partnered with IT to improve CRM data quality and sales visibility for 800 users — standardising data management processes across the distributor and customer base to ensure accurate account health tracking
• Translated complex datasets into actionable strategic insights for senior leadership, enabling informed decisions on territory planning, distributor performance management, and market expansion

• Partnered with 10 client stakeholders to develop tailored success roadmaps aligned to operational and growth objectives, delivering cost savings within 4% of projected targets across supply chain and production functions
• Drove a 20% increase in sales by conducting cross-functional analysis to identify efficiency gaps and presenting data-backed expansion strategies to senior leadership