Apr 2024 – Sep 2024 · 5 mos · New York, United States · Remote

Feb 2024 – Mar 2024 · 1 mo · Pune District, Maharashtra, India · Remote

Apr 2021 – Jan 2024 · 2 yrs 9 mos · Hyderabad, Telangana, India · On-site

• Being a part of the CSM team, as a Success Guide I was responsible for:
• helping onboard new customers, grow customer value and improve adoption at scale. Need to engage with customers across all account segments globally, delivering 1:many programs along with 11 success guides to Tableau customers and partner with the entire account team to guarantee the highest level of customer experience.
• Responsible for enabling our customers to drive adoption and provide the right recommendation at the right time, enabling customer value realisation at scale.
• My job involved:
• Assisting customers with their integrations and facilitate meetings between customer and other internal teams, such as Engineering Solutions, Product team, Support, etc.
• Maintaining proactive, regular contact within accounts to maximise their success and usage, as well as identify additional revenue opportunities.
• Managing daily communication with customers and maintaining relationships at all levels.
• Working with our AE’s team to resolve billing inquiries and other technical issues.
• Working with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
• Developing and maintaining positive client relationships at all levels with existing corporate accounts
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Establishing and maintaining relationships with clients executive team C Suite and VP level) as well as individual end users
• Driving cross-functional initiatives that would improve the overall customer experience and lead to greater happiness and loyalty among customers
• Also created short YouTube videos for our customers so that we could help them resolve their queries without waiting in queue to receive a response from the support team. Within a span of 30 days, there has been reduction in cases for such queries.

Oct 2020 – Mar 2021 · 5 mos

• I am responsible for providing technical solutions and maintaining relationships with key strategic LinkedIn clients that have a global footprint.
• My focus is building trust and helping our clients achieve success while utilizing the products within our LinkedIn Sales, TA and Learning Solution platforms.
• I work closely with cross functional teams in sales, customer success, insights, partner teams, executive operations, and engineering to execute solution implementation, pre & post-sale support and consultation on strategic utilization of LinkedIn products.
• Top Performer (2020)

Jan 2019 – Oct 2020 · 1 yr 9 mos

• Demand excellence of myself to provide the best solutions for my accounts; technical inquiries, product transfers, user changes, data review, product utilization and engagement.
• Work with a book of accounts (WPP Aunz Ltd. , Deloitte, Dell, EnWorld, Kelly Services, Publicis Group, Accenture Australia, GroupM, PwC etc. ) within a queue-support model.
• Analyze and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions.
• Provision large accounts set-ups, consolidations, add-ons and renewals.
• Collaborate with Strategic Support Partners, managers, cross-team members and co-workers to provide the best member experience.
• Go to person for Sales Stakeholders across the globe.
• Top performer (2019)

Oct 2018 – Jan 2019 · 3 mos

• Work in conjunction with relationship managers and account executives to provide daily support to LinkedIn’s Corporate Clients in EMEA and APAC.
• Responsible for providing best solutions to technical issues while further driving engagement with the LinkedIn Recruiter Product within a queue support model with specific daily targets on the number of customer contacts completed.
• Partner with a wide range of LinkedIn teams, including: Sales, Product Support, Marketing Solutions, Order Management, and Engineering.
• Top performer for 3 quarters (2018)
• Created a brand for the UK/I support team with the stakeholders in EMEA headquarters.
• Specialized in multiple products sold under Talent Solutions brand.

Jun 2017 – Sep 2018 · 1 yr 3 mos

• Focusing on providing an excellent customer experience to LinkedIn’s corporate clients in the UK/Ireland market.
• Helping our clients troubleshoot and solve any technical issues. Also, when necessary, escalating these issues to the relevant departments for further technical investigation.
• Point of contact for dealing with Company pages and Talent Solutions Escalations in EMEA and APAC.
• Helping with training and mentoring of new colleagues to ensure they are successful in their roles.
• Serving as a resource to our LinkedIn's Corporate Clients with our Recruiter, Recruiter Professional Services, Recruiter Lite, LinkedIn Premium Subscriptions, and LinkedIn Career Pages.
• Assist with the setup of new business accounts and maintenance of existing accounts, including license transfer and upgrades.

Feb 2017 – May 2017 · 3 mos

• LinkedIn is a social networking website for people in professional occupations. Founded in December 2002 and launched on May 5, 2003, it is mainly used for professional networking.
• Develop expertise on a variety of LinkedIn’s products and features. Assist customers with product information and site navigation.
• Establish effective working relationships across multiple departments.
• Interact with LinkedIn’s members on a level that supports the full customer experience.
• Provide education to LinkedIn’s 500+ million professionals.
• Ensure potential bugs are escalated to correct departments whenever necessary.
• Liaise with clients on technical issues using advanced trouble-shooting skills.
• Effectively identify problems and issues by performing relevant research using appropriate tools.

Jun 2015 – Feb 2016 · 8 mos

Jan 2015 – Mar 2015 · 2 mos · Mumbai, Maharashtra, India