Feb 2021 – May 2024 · 3 yrs 3 mos · Sahibzada Ajit Singh Nagar, Punjab, India

•  Leading the team to deliver service excellence and consultative support for publisher strategy, road-map and execution.
•  Hire, train and manage a team of Customer Success Managers to oversee full customer life cycle, on-boarding, Implementation, and growth.
•  Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources, as necessary.
•  Responsible for all the planning and execution strategies including gathering and prioritizing customer/product requirements.
•  Working closely with different internal departments like sales, marketing, support to ensure revenue and customer satisfaction goals are met.
•  Work with external third parties to assess partnerships and licensing opportunities.
•  Involved in running beta and pilot programs with early-stage products and samples.
•  Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction.
•  Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.

Jul 2020 – Feb 2021 · 7 mos · Mohali, Punjab, India

Feb 2018 – Jun 2019 · 1 yr 4 mos · Mohali

• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Leading ongoing reviews of business processes and developing optimization strategies.
• Conducting meetings and presentations to share ideas and findings.
• Performing requirements analysis.
• Effectively communicating insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.
• Working closely with clients, technicians, and managerial staff.
• Ensuring solutions meet business needs and requirements.
• Prioritizing initiatives based on business needs and requirements.
• Serving as a liaison between stakeholders and users.
• Managing competing resources and priorities.
• Monitoring deliverables and ensuring timely completion of projects.

Apr 2014 – Jan 2015 · 9 mos

• Proactively analyzing customer usage and experience data.
• Working as an account manager and ensuring that the customers are happy with the product and all of their issues/queries are resolved satisfactorily.
• Acting as an e-learning solution specialist and keeping abreast of the latest e-learning technology and industry trends.
• Reducing customer churn or attrition, focusing on up-selling, and driving renewal revenue.
• Maintaining the detailed customer communication data in a structured manner.

Jan 2007 – Feb 2014 · 7 yrs 1 mo