Aug 2018 – Mar 2021 · 2 yrs 7 mos

• Defining processes and executing tasks to deliver customer excellence
• Maintaining the following key metrics: NPS, C-SAT, Churn, Converted leads
• Gathering requirements, Solutioning, Onboarding and Managing clients in the pre sales as well as post sales
• phase
• Defining ROI for clients and creating corresponding documentation to set the expectations
• Liaising with the engineering team to add/modify/fix product features which can improve client experience/make product more effective via PRD's post executing the client need analysis
• Liaising with other teams like marketing, design and content team for documentation of client training material and designing custom assessments as per specific client requirements for strategic clients
• Consolidating feedback on a client profile from sales for Renewals, Up-sell, Cross-sell & Expansion, ARPA
• Hiring and mentoring customer focused associates who will demonstrate customer obsession and customer delight values
• Optimising processes and operations to execute smooth customer journey

Jul 2016 – Jul 2018 · 2 yrs

• Scaling other additional services
• Partnering with other external vendors to add value in the customer value chain
• Mentoring new associates for product and managing SMB clients
• Managing team of 2 members
• Educating sales team about added services and exploring the opportunities with the client stakeholders
• Recruiters
• Co-conducting events with campus recruiters of various companies with the below objectives:
• Bench-marking colleges
• Pre Placement branding activities
• Sourcing and talent pipeline building for Full time/Internship positions
• Promoting product adoption of companies tech solutions among college students

Jul 2015 – Jun 2016 · 11 mos

Jun 2014 – Jul 2015 · 1 yr 1 mo · Bengaluru, Karnataka, India

• End to end recruitment right from requirement gathering to on boarding.

Jun 2011 – Nov 2012 · 1 yr 5 mos · Delhi

• HR
•  Assisted in Job evaluation and grading in the organization.
•  Assisted in designing a benefits part of Total rewards.
•  Assisted recruitment process leading to hiring of 2 project managers.
•  Assisted in formal and informal events organized for employee engagement.