Ruval Ramlachan

• Develop and maintain customer success plans for each enterprise client, outlining their goals, key milestones, and success metrics.

• Track and analyze client usage data, performance metrics, and feedback to measure progress against success goals and identify areas for improvement.

• Prepare regular reports and presentations for internal stakeholders, highlighting key client successes, challenges, and opportunities.

• Solicit feedback from clients on their experience working with your organization and use this feedback to inform process improvements and product enhancements.

• Deliver Executive Business Review presentations by engaging in discussions and showcasing Darktrace cyber defense solutions to management, and Information Security Officers (CISOs) and other information security

experts as necessary.

• Identify, cultivate, and negotiate opportunities for upselling and cross-selling by aligning our product suite with the evolving needs and use cases of our customers.

• Evaluate customer engagement metrics to gauge risk and implement strategies to enhance account health.

• Address and resolve customer escalations by leveraging cross-functional teams within the organization.

• Serve as the escalation point for resolving complex issues or concerns raised by enterprise clients, working closely with internal teams to provide timely and effective solutions.

• Advocate for client needs within the organization, ensuring that their feedback and requests are prioritized and addressed appropriately.

• Provide ongoing support and guidance to clients to help them overcome any obstacles or challenges they encounter while using your products or services.

• Monitor client usage and engagement metrics to proactively identify potential churn risks and develop mitigation plans.

• Staying informed about industry trends, best practices, and competitor offerings to continually enhance the customer success strategy and deliver exceptional service.

• Generated reports on Salesforce to understand Customer satisfaction through engagement sessions, renewal trends, quarterly customer reviews and overall KPI achievement.

• Maintaining accurate records of customer interactions, feedback, and resolutions, and generating reports to track progress and communicate findings to relevant stakeholders.

• Monitoring and analyzing key performance indicators (KPIs) related to customer satisfaction (NPS), retention, and engagement, and taking proactive measures to address any negative trends.

• Serving as a customer advocate within the company, representing their interests and ensuring their voice is heard in decision-making processes.

• Conducted quarterly Executive Business Review and Renewal engagement sessions to increase product adoption, retention of ARR in the portfolio and overall positive customer experience.

• Responsibilities encompassed account modifications for both Partners and Customers.

• Executed account management tasks utilizing Tableau, Pendo, Gem Cutter tool, Smartsheets, and the Mimecast Administration Console.

• Monitoring customer usage and engagement metrics to identify opportunities for upselling or cross-selling additional products or services, and guiding customers through the renewal process.

• Played a pivotal role in the company’s digital transformation amid the challenges of Covid-19, including the setup of Whatsapp business accounts and customer service emails.

• Provided comprehensive client services, including feedback management from meetings, resolution of complaints

and grievances, technical troubleshooting, and organization of client files and online databases.

• Developed a Covid-19 Sales Strategy encompassing key product components, target markets, sales pitches, and the integration of Google cloud-based documents to streamline communication within the Sales and Marketing departments.

• Collaborated in the implementation of marketing strategies for MyNac and its subsidiary companies.

• Contributed to the design of an NGO organization’s website, focusing on elements such as call-to-action features, key headings, bot integration, and graphics acquisition to enhance user engagement.

• Assisted the CEO in developing content strategies, including text creation, image uploads, and idea generation for both NPO and NGO websites.

• Created and managed a content calendar aligned with business operations for future months.

• Initiated and facilitated bi-monthly group sessions between Customer Development and License & Renewal teams from North America and South Africa, aimed at fostering collaboration, enhancing customer experience, and improving internal efficiency. Topics covered included CRM software optimization, brainstorming, and problem-solving.

• Overseeing the management of online stores and social media presence across various platforms including Facebook, Instagram, Google, and LinkedIn, as well as executing email and SMS marketing campaigns.

• Developing and executing Google Ads strategies including search, display network, banner ads, and content creation for both clients and company initiatives.

• Crafting and managing Instagram and Facebook Ads campaigns aimed at brand awareness, A/B testing, driving traffic, generating leads, boosting sales, pixel tracking, conducting surveys, and creating compelling content and products.

• Strategizing and implementing LinkedIn Ads campaigns focusing on brand awareness, lead generation, and content creation.

• Generating reports on key performance indicators (KPIs) for Instagram, Facebook, and LinkedIn ads, as well as monitoring social media account metrics.

• Utilizing Google Web Analytics to analyze web traffic patterns and KPIs.

• Employing social media management and listening tools such as Hootsuite.

• Setting up and managing email marketing platforms including Omnisend and Mailchimp.

• Managing the backend system of Shopify for e-commerce operations, including product range, descriptions, tracking codes, design, courier integration, personalized targeting, content uploads, chatbots, messenger integration, shopping app integration, email marketing, and reporting and analytics for online stores.

• Implementing Search Engine Marketing (SEM) strategies through Google.

• Executing Search Engine Optimization (SEO) techniques including off-page SEO through link building and on-page SEO through keyword optimization and content updates.

• Collaborating with the brand strategist to support clients such as Adcock Ingram in marketing energy drinks (Bioplus) and sunscreen products (Island Tribe).

• Initiating contact and follow-ups with key stakeholders in the retail industry, particularly in malls, to offer digital services like interactive display units and AI solutions, as well as print advertising services such as in-store branding and promotional materials like dump bins, window decals, drop-down banners, and gifting.