Jun 2024 – Present · 1 yr 11 mos · Mumbai, Maharashtra, India

Jan 2023 – May 2024 · 1 yr 4 mos · Mumbai, Maharashtra, India

Jan 2022 – Dec 2023 · 1 yr 11 mos · Mumbai, Maharashtra, India

• Work with the leadership to help drive the Product Vision and create Product Roadmaps
• Collaborate with Marketing, Sales, Design and Engineering teams to prioritize features
• Work towards releasing quality features/ MVPs to the customers quickly through well-planned sprints, and iterate through it to incorporate refinements through valuable customer feedback.
• Work with the design team to create detailed wireframes of feature specifications and requirements
• Work with engineering to discuss tech specs, understand tech constraints and finalize the approach
• Work with QA and dev teams during testing cycles to conduct pre & post production UAT
• Conduct qualitative customer research to understand pain points, evaluate & understand feature requirements
• Conduct quantitative analysis for product adoption through various tools like CleverTap, Hotjar, FullStory.
• Collaborate with the documentation & marketing team to create detailed Product Documentations, User Guides and other marketing collaterals.
• Offer support during RFPs, sales & pre-sales meetings through Product Demos, use case discussions and solutioning

Jan 2020 – Dec 2021 · 1 yr 11 mos · Mumbai, Maharashtra, India

• Onboarding new accounts from various business verticals, helping them integrate their app/web/backend with the product smoothly for accurate tracking of data points to measure their key metrics/KPIs.
• Selectively providing on-site technical consulting on requirement basis during the onboarding phase.
• Incrementally helping customers leverage more out of the product through in-depth use case based technical training, driving & maximizing adoption.
• Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions through severity and impact analysis.
• Identified and proposed upsell and renewal opportunities and communicated value propositions to churn results for enterprise customers.
• Experienced in working with large complex accounts: MPL, Dream11, Practo, Touch N’ Go (APAC) to name a few.
• Training new Technical Account Managers in the organization
• Participated in product innovation by identifying and representing customer needs and presenting new product capabilities to the Product team

Dec 2018 – Dec 2019 · 1 yr · Mumbai, Maharashtra, India

• Providing integration walkthroughs to the customer’s tech team to get them familiar with the key integration pointers based on the technology they use.
• Proactively monitoring the health of the account including volume & data sanity and alerting the respective stakeholders to avoid any glitches and ensuring optimum performance at all times.

Jul 2018 – Dec 2018 · 5 mos · Mumbai, Maharashtra, India

• Understand, analyze & resolve multiple customer queries pertaining to the platform and its usage.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Engage in tool and process improvements to streamline customer success activities and services.