Jaya Iyer

Associate Partner

Bengaluru, Karnataka, India10 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Stackforce AI infers this person is a Customer Success and Operations Management expert in the SaaS and Travel industries.

Customer SuccessCommunicationOperations ManagementProcess Improvement

Adaptive LearningInternal CommunicationsOnboardingProblem SolvingProcess SettingStaff HiringStakeholder Communication

10 yrs

Total Experience

3 yrs 4 mos

Average Tenure

5 yrs 11 mos

Current Experience

4 roles

May 2024 – Present · 2 yrs

Apr 2023 – Present · 3 yrs 1 mo

Promoted

May 2022 – Present · 4 yrs

Jun 2020 – Present · 5 yrs 11 mos

SpotDraft is an end-to-end contract automation platform helping companies to create, manage, and execute contracts saving precious hours for legal teams.
Hired as the first Customer Success Manager for the company, I handle the entire lifecycle of a customer's journey on the platform starting from onboarding them all the way to conducting Quarterly Business Review (QBR's). Helped in setting processes for the other folks who joined the team and watched the organization grow immensely in the time here.
My belief is that a product can be the best product in the market but without a good Customer Success Team, this would mean nothing to the end users if there is no one around to support and guide them. This is where I come in to guarantee communication will always be at a 100% and customers are always kept in transparency of everything happening internally.

Customer SuccessCommunicationOnboardingProcess Setting

2 roles

Promoted

May 2018 – Jun 2020 · 2 yrs 1 mo · Bengaluru, Karnataka, India

Leading on ground operations for Broadway, a 2.5 million USD per month category for Headout.
Responsible for hiring new staff, creating efficient operational processes to improve category P&L, and the overall management of New York operations for Headout
Running point on the pilot program for Headout’s Travel Concierge: a virtual concierge which helps customers in choosing the best experiences to meet their wishes and plan their trip in the best possible manner. Responsible for coaching the team on the best industry practices and discussing feedback on a day to day basis as well as communicating with external stakeholders in relation to availability, all while reaching revenue and profit targets

Operations ManagementStaff HiringProcess ImprovementStakeholder Communication

May 2018 – Apr 2019 · 11 mos · Bengaluru, Karnataka, India

Providing delightful and world-class support over phone, email and chat to Headout customers with special focus on delivering a genuine human experience at every opportunity while diagnosing their queries and issues swiftly

May 2016 – May 2018 · 2 yrs · Bengaluru, Karnataka

Completing cases and making referrals pertaining to College/Financial Aid, Public/Private Schools, Tutoring Services, Enrichment; Social Services including Rental Assistance, Utility Assistance, Child Care Subsidy, Housing Subsidy and Support Groups