Apr 2023 – Jan 2024 · 9 mos · New Delhi, Delhi, India · Remote

Oct 2022 – Apr 2023 · 6 mos · India · Remote

• TaskHuman is the world’s first coaching platform with real time access to a global network of certified coaches to support professional and personal wellbeing. Joined to build and scale customer success in APAC and establish TaskHuman as the preferred product in the employee engagement and wellbeing space.
• Work with India product and tech leadership in strategy execution of India focused business growth
• Define and map customer journey and engagement strategy
• Overall accountability of the account post sale from client onboarding to contract renewal and grow ARR through cross-sell and upsell
• Align engagement strategies with client’s business objectives and goals and drive value
• Responsible for Quarterly Business Reviews with decision makers
• Responsible to managing and nurturing relationships with decision makers within each account in the APAC region
• Establish customer success best practices in the region

Jun 2021 – Oct 2022 · 1 yr 4 mos · Gurugram, Haryana, India · Hybrid

• Joined to build and scale the Client Solutions team in India to provide after hour support our clients in the EMEA region with time sensitive research needs and connect them with the right experts for better decision making. Some of my key responsibilities included:
• Hire the best talent, operationalize and scale-up the client solutions team
• Establish team KPIs, reporting and governance and ensure meeting and exceeding CTQ metrics
• Execute and drive research project volumes for EMEA and contribute top line revenue growth targets for the region
• Complete ownership of client experience and ensuring high NPS and satisfaction scores
• Scaled the team from 6 to 20 team members in 9 months as a result of exceeding business KPIs for the region

Oct 2017 – Jun 2021 · 3 yrs 8 mos · Gurgaon, India · On-site

• My role was to drive usage, adoption and ROI through innovative engagement strategies and help our clients meet their strategic talent acquisition goals with the help of Linkedin’s talent solutions products. Some of my key responsibilities included:
• Partnering with sales to drive revenue of approx. USD 1.5 million across global and domestic SMB accounts
• Responsible for entire customer life cycle from managing onboarding to driving overall customer engagement strategy and customer value for the assigned accounts
• CXO engagement through leadership connect programs and reinforce Linkedin's value proposition
• India lead for implementation of scaled customer education program to drive efficiencies at scale for the customer success organization (CSO)
• India lead for third party ATS integration with Linkedin’s enterprise sourcing platform for the staffing vertical
• Drove YoY 100% logo retention and 140% growth in revenue for global accounts
• Partnered with sales to achieved the highest revenue growth of 120% over baseline renewal in FY’20 for domestic staffing accounts

Mar 2013 – Oct 2017 · 4 yrs 7 mos · On-site

• Part of founding team of Monster College, a one stop campus hiring solution for corporates from sourcing to assessments to hiring using technology. Was responsible for setting up the ops team to manage client operations for driving adoption and usage and execution of large PAN India and regional online tests. Additionally, led the regional college sales team for driving revenue growth and business expansion in North and East India. Some of my key responsibilities included:
• Managed a team of 5 operations manager to drive product usage and adoption targets for the product
• Accountable for account retention and churn mitigation targets
• Responsible for candidate acquisition strategy from engineering and non-engineering colleges
• Defining operations strategy and workflows, KPI tracking and business reporting
• Coaching and mentoring for career progression
• Product roadmap and GTM strategy
• Recognized by client American Megatrends with Valuable Partner Award for helping meet their campus hiring goals for FY 2015
• Recognized with Monster Award for Best Sales Support in APAC Region for FY 2013
• Acquired 1mn + candidate base from engineering and non-engineering colleges

Apr 2010 – Mar 2013 · 2 yrs 11 mos · On-site

• Heading Rozgarduniya.com, Monster India's bi-lingual rural job portal in joint venture with ITC e-Choupal. The project spans 4 states (Rajasthan, Maharashtra, Uttar Pradesh and Madhya Pradesh) with the aim of bringing job opportunities to the rural job seekers and help employers looking for talent from rural India. My key responsibilities included the following:
• Strategic tie-ups with skilling partners and other rural channels to scale up the model and expand geographic reach of the portal
• Conduct job fairs in rural areas for the employers
• Drive revenues from corporates through channel sales
• Exploring new business and revenue models
• Product development

Jul 2009 – Apr 2010 · 9 mos · Noida, Uttar Pradesh, India · On-site

• Worked at the Metlife's Global Operations Support Center in the back-end insurance processing domain. My responsibilities included the following:
• Handling a team of 25 associates for Auto and Home insurance back-end process
• Responsible for SLA management
• Onshore client interaction and reporting

Jan 2007 – Jul 2009 · 2 yrs 6 mos · Gurugram, Haryana, India · On-site

• Was part of the HR Outsourcing division and managed HRMS implementation support team and leave management system team.
• Team Management
• SLA management
• Process improvements using Six Sigma and LEAN methods
• On-shore client partner management and reporting
• Won the Process improvement award for saving USD 100K a year through process re-engineering project based on Lean Methodology
• Six Sigma Green Belt Trained

May 2002 – Jan 2007 · 4 yrs 8 mos · Noida, Uttar Pradesh, India · On-site

• Started my career with HCL BPO and worked across inbound, outbound customer service and retention processes.
• Handled the customer retention and customer support team for British Telecom
• SLA management and KPI reporting
• Coaching and mentoring
• Process transition and SOP creation
• Worked on a customer wait time reduction project involving in IVR flow re-engineering resulting in 30% wait time reduction and improvement in customer satisfaction scores