Mahaboob Pasha

Responsible to protect, manage and grow the book of business by serving existing and new accounts of $2.2 million ARR. I empower SUSE software and solutions to develop great customer intimacy for assigned strategic APAC top accounts, reach c-suite executives, and strengthen relationships with enterprise accounts leading to strong customer loyalty through repeat business and customers being vocal advocates.
•Spearheaded the launch of Customer Success Program in India, being the first-ever hire dedicated to the CSM role.
•Built and nurtured strong relationships with key stakeholders, becoming a trusted advisor and a go-to resource for customer needs as the customer journey evolves (from onboarding to deployment, adoption and growth)
•Managed a book of business with $2.2 million in ARR across 12 high-touch & other various accounts (mainly Linux and Kubernetes), maintained 95% renewal rate
•Advocating for customer needs within the various SUSE departments and working closely with Account, Renewals, Solution Engineering, Professional Services and Support teams to resolve identified risks and escalated issues in a timely manner.
•Achieved a customer retention rate of over 95%, significantly exceeding company benchmarks.
•Increased upsell and cross-sell revenue by 25% through proactive identification of expansion opportunities and strategic account management.
•Led key milestone meetings such as QBRs, onboarding to managed services and holding regular support meetings to align priorities and values for the customer.
•Supported the Director of Service Delivery and Sales by managing customer expectations and introducing opportunities of renewals.
•Discovered and unlocked additional use cases for customers to help expand their current entitlements to ensure true business value and investment with SUSE
•Develop a healthy customer relationship by continuously evaluating and analyzing their needs to improve their experience by tailoring their success plans
•Engaging with Sales, Account, Professional Services and Leadership teams to design, drive and facilitate the customers' service adoption.
•Established credibility, developed, and maintained effective relationships with Cloud Sales and other BU leads
•Keeping up to date with the Open Source industry (products, features, changes) and advising customers on best practices

Responsible for maintaining existing accounts with total annual revenue of $250 million whilst strengthening relationships and closing new opportunities of existing accounts to increase the net annual revenue.
•Prospect and build new relationships with internal and external stakeholders
•Identify and qualify business opportunities, prepare and deliver technical presentations.
•Under Deloitte Consulting (Ecosystems & Alliances), managing incoming sales leads, qualifying them, and providing handoff and support to the lead business partners.
•Work closely with senior account leadership including Partner, Director, and Lead Client Service Partners in supporting and maintaining quotes and updating accurate data in Salesforce CRM
•Led a team that successfully re-engineered a global manufacturing company's 80, 000 products onto SFDC Service Cloud.
•Engage, lead and advocate throughout the customer journey as Salesforce CRM's first Client Success Manager.
•Up-selling and Cross-selling the Deloitte service offerings under Salesforce practice and AWS Partnership Alliance. Direct support to over 300 accounts of 5 large investment management firms across the US and India region
•Collaborate with Sales, Support, Engineering, Product Management, Marketing and Renewals to advocate customer requirements and capture business value.
•Track customer activity to identify churn risk and work proactively with internal stakeholders to address/eliminate that risk, while simultaneously identifying upsell opportunities.
•Managed customer communication & technical relationships with our salesforce platform customers and assisting Partners on RFP, RFQ on large account deals
•Providing weekly and monthly reports on the open opportunities & closed deals.
•Successfully closed $10m out of a total of $120m collected in annual revenue in FY-20
•Assigned a yearly goal of $250 million to $300 million in increased revenue with the existing accounts related to upgrading software implementation and consulting services
•Coach and mentor, the team on administrative tasks, quote management, updating deal desk in a periodic time, teaming, and other professional attributes for a team size 6-8 Analyst and Senior Analysts
•Act as an advisor to the account leadership by sieving through information and providing perspective
•Liaise between various firm teams to support account internal and client-facing activities.

Responsible for the end-to-end process in Reviewing, Validating, Assessing & Updating the Participant's information in various mutual fund plans
•Handled multiple tasks that impacted the smooth running of operations by efficiently prioritizing them