ashwin johny

+ Managed a portfolio of 20 customer accounts at WebEngage, with a total account value of approximately 270 lakhs,
excluding consumables.
+ Drove 100% account retention through proactive account management, regular business reviews, and consistent
customer engagement
+ Ensured monthly touchpoints across al assigned accounts, focusing on product adoption, account growth
opportunites, and long-term customer success.
+ Conduct quarterly and monthly business reviews (QBRS/MBRS) for 95% of the clients, with CXO-level
stakeholders to present RO insights, adoption metrics, and success roadmaps.

+ Orchestrate strategic engagement across a portfolio of 100+ accounts across the Americas valued at $4.2M ARR,
aligning client business objectives with Freshworks SaaS solutions to drive a 12% increase in customer satisfaction
and strengthen long-term partnerships.
+ Led over 180 adoption calls annually with key customers, achieving an average adoption rate improvement of 10%,
which contributed to heightened platform utilization and accelerated value realization.
+ Drove a sustained 3% MoM increase in revenue by proactively identifying upsell and cross-sell opportunities across
the customer base.
+ Develop and execute comprehensive account success plans centered on measurable value delivery, resulting in a 15%
provement in portfolio health scores and hence maintaing a retention of 98% annually.

+ Successfully managed a portfolio of 60 accounts with an ARR of $1.6 million, consistently exceeding expectations
in customer satisfaction and maintaining a retention rate of 96%.
+ Spearheaded the Retention Charter initiative within the team, focusing on hypercare solutions for brands, resulting in
a notable 92% retention rate for the overall team, surpassing the target retention goal of 86%.
+ Developed a WhatsApp-based communication strategy that improved response times by 50, boosted customer
satisfaction, and reduced resolution time.
+ Enabled seamless onboarding and product adoption for 200+ accounts, leading to a 25% increase in feature.
utilisation and 45% boost in long term client retention.
+ Conducted intensive deep-dive sessions to identify and automate time-consuming processes, increasing the
availability of the team by 40%.
+ Influenced product roadmap by analyzing 500+ data points/month from customer feedback and industry trends
leading to 4 feature launches and a 20