Jul 2022 – Present · 3 yrs 8 mos · Gurugram, Haryana, India · Hybrid

• As a strategic consultant, partnering with LinkedIn’s North India Staffing customers to create opportunities for the global workforce by helping them to plan, hire and develop diverse and engaged talent & and ensuring user adoption at scale.
• Investing in strong relationships with multiple levels of customer stakeholders by helping them shape their strategy by clearly sharing the value of their purchased products and how it ties back to their larger business goals.
• Leading greater customer engagement by applying data, insights, product, and industry expertise. Focused on successful onboarding, developing impactful learning and education plans to drive overall customer adoption.
• As a consultant shared actionable insights & reporting to customers to track product adoption and utilization, leveraging this to identify churn risk and work proactively with Sales to address and eliminate this risk.

Dec 2021 – Jun 2022 · 6 mos · Gurugram, Haryana, India · On-site

• o Lead the priority account enablement program for the designated accounts using the Account Management Framework (AMF) of support activities. Own account reporting and ensure relevant stakeholders receive and understand reported data.
• o In liaison with the Client Service Partner and Director, own the account planning process and ensure regular reviews against planned milestones and targets.
• o Understand the strategic communication and stakeholder engagement requirements to progress the account plan agenda, and work with global teams to respond and deploy.
• o Provide relevant knowledge to Account teams – liaise with respective EY Knowledge professionals/ sector specialists
• o Individually contribute and add value to complex account & business development needs, including global account planning, go-to-market research & strategy, pursuit/sales support, pitch development, among others.
• o Responsible for project management, quality control, review of deliverables, and for embedding the principles of exceptional client service of being connected, responsive and insightful in our support to the account teams and stakeholders.

Aug 2020 – Dec 2021 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

• Leading Calyxpod for all customer needs and building the product for ease of clients and students. Successfully delivered great engagement with Tier 1 and 2 Colleges.
• Reporting to the Co-founder/Director
• Involved in the Strategic Decision Making process and contributing to complex business needs including research, sales support, pitch development, and client servicing.
• Timely and efficient delivery of service/product to the clients against planned targets.
• Acting as a conduit between internal & external stakeholders to ensure project success.
• Interpreting the needs of the clients, and move swiftly to address them.
• Recommend, order, or authorize a professional solution that is designed to meet various product standards.
• Possess product knowledge and the ability to demonstrate solutions confidently to existing and potential customers.
• Actively contributing to the growth of existing clients and the generation of new business with a measurable outcome.
• Liaising with systems design and development teams, with regards to functional gaps and software development requirements, needed for demonstrations.
• Define and design goals and processes for the team for efficient and effective delivery of team targets.

Aug 2019 – May 2020 · 9 mos · Gurugram, Haryana, India · On-site

• Working with government clients and ensuring appropriate assessments for them.
• Responsible for 3 teams and there functioning.
• Preparing implementation plan for the client servicing team.
• Proactively working with clients and offering them various programs, insight and recommendations.
• Managing all types of escalations.
• Prepare weekly/monthly MIS reports for clients and internal teams.
• Recruit, hire, supervise and train Client Servicing Executives and managers.
• Working with cross-functional teams.

Oct 2016 – Jul 2019 · 2 yrs 9 mos · Delhi, India · On-site

• Part of the core management team that looks after Client Engagement (CRM) strategy, execution and growth.
• Handling key accounts of the company (approx. INR 5 million)
• Responsible for the customer growth and success ratio
• Responsible for Renewals, Up-Selling and Cross-Selling initiatives.
• Providing key insights for product development
• Responsible for building a value-based relationship with partners, understand their specific requirements and run special initiatives for better results
• Handling client grievances, taking feedback and working on it, collaborating with clients to customise products and features as per their needs
• Understanding Consumer pain points and translating them into product features
• Managing over 200 Enterprise & SME accounts in the BFSI / IT / E-commerce/ Consulting domain.
• Responsible for increasing the Customer Life Cycle value and reducing churn rate within the assigned portfolio
• Client On-Boarding specialist, responsible for meeting and training Founders, CEOs and HR Heads about product technicals
• Provided key insights for Product Development and instrumental in Service Launches of new features.
• Working directly with cross-functional internal and external teams of Sales, Operations, IT
• Responsible for Client Servicing, Client Engagement and Client Retention.