Dec 2022 – Aug 2024 · 1 yr 8 mos · Mumbai, Maharashtra, India · Remote

• Led end-to-end onboarding and implementation of HRMS modules such as Payroll, Employee Self-Service, Attendance, Leave Management, and Performance Management.
• Created implementation roadmaps, defined key milestones, and coordinated with internal teams to ensure timely delivery.
• Conducted product walkthroughs, user training sessions, and UAT support to ensure smooth go-live transitions.Acted as the primary point of contact for strategic clients post-implementation to drive engagement and loyalty.Conducted regular business reviews (QBRs) to assess account health, product usage metrics, and align customer goals with platform capabilities.Built trusted relationships with CXOs, HR leaders, and IT stakeholders to understand business needs and provide tailored solutions.
• Developed and executed customer success plans to promote feature adoption and optimize usage across HR teams.Leveraged analytics and feedback tools to identify usage gaps and proactively engage with clients.Delivered personalized training, documentation, and webinars to increase product stickiness.
• Collaborated with Sales and Account Managers to manage renewal cycles and identify opportunities for cross-sell/up-sell of additional HRMS modules.Proactively managed at-risk accounts by identifying early warning signs and executing mitigation plans.
• Consistently achieved high customer retention rates and contributed to NPS improvements.
• Partnered with Support and Product teams to ensure timely resolution of client issues, escalations, and enhancement requests.
• Provided client feedback to the Product team to influence roadmap development and feature prioritization.
• Managed SLAs and ensured customer satisfaction (CSAT) scores remained above industry benchmarks.
• Standardized customer success processes and contributed to the development of playbooks, SOPs, and best practices. Collaborated cross-functionally with Product, QA, and Engineering teams to align customer feedback with product improvements.

Apr 2022 – Dec 2022 · 8 mos · Bengaluru, Karnataka, India · Remote

• Managed end-to-end operations and SaaS lifecycle for 100+ multinational clients across India and Middle East & South Asia.
• Handled renewals, retention, and strategic account growth, ensuring consistent client engagement and satisfaction.
• Conducted MBRs (Monthly Business Reviews) and QBRs (Quarterly Business Reviews) to present performance metrics and business insights to senior stakeholders.
• Led discovery sessions to understand client pain points, define solution architecture, and craft tailored proposals.
• Responded to RFPs/RFIs, created technical compliance documents, and presented value-driven solutions aligned with business goals.
• Designed and executed POCs (Proof of Concepts), highlighting unique selling points (USPs) and competitive advantages.
• Mapped client requirements to solutions and collaborated with engineering teams to define clear scope and SoW (Statement of Work).
• Analyzed customer needs, conducted market research, and supported product pricing, feature positioning, and Go-To-Market (GTM) strategies.
• Developed time-integrated product launch plans in collaboration with sales, marketing, and production teams.
• Worked with sales directors to define sales strategies and contributed to new product introductions and market expansion.
• Acted as the SPOC (Single Point of Contact) for South African clients during successful implementation of native technology.
• Conducted regular training sessions, enablement workshops, and remote onboarding programs to achieve 100% product adoption.
• Recognized for independently managing client accounts and ensuring seamless operations remotely.
• Partnered with account executives in high-value pursuits by delivering compelling business cases and ROI analysis.
• Identified cross-sell/up-sell opportunities and generated genuine customer references to support new business wins.

Jan 2019 – Apr 2022 · 3 yrs 3 mos · Pune, Maharashtra, India · On-site

• Developed and maintained detailed SOPs for workplace and travel operations, ensuring standardized processes and regulatory compliance.
• Regularly reviewed and updated policies to align with changing business needs and compliance requirements across regions.
• Led the implementation of workplace and travel automation tech tools from onboarding to user enablement for internal teams and clients.
• Coordinated with product, IT, and HR teams to ensure seamless deployment and configuration of B2B SaaS solutions.
• Conducted post-implementation reviews and performance analysis to optimize tool efficiency and user satisfaction.
• Managed vendor sourcing, evaluation, onboarding, and relationship management for workplace infrastructure and travel services.
• Executed procurement strategy for BYOD (Bring Your Own Device) programs, ensuring compliance, security, and cost-efficiency.
• Negotiated service level agreements (SLAs), monitored performance, and resolved vendor escalations.
• Monitored and managed project billing activities, ensuring accuracy, timely invoicing, and alignment with scope and contract terms.
• Collaborated with finance and procurement teams to reconcile budget forecasts, cost savings, and billing discrepancies.
• Supervised a cross-functional operations team responsible for workplace services, helpdesk, and travel coordination.
• Set performance KPIs, provided coaching and support, and enabled a collaborative team culture across functions and geographies.
• Delivered hands-on product training to internal users and stakeholders to ensure adoption and adherence to new systems and tools.
• Designed training material and conducted knowledge-sharing sessions to support self-service workflows and operational efficiency.
• Acted as the primary point of contact for operational escalations related to workplace tools, travel issues, and vendor services.
• Led root cause analysis and implemented long-term solutions to prevent recurrence and improve service reliability.

Feb 2016 – Jan 2019 · 2 yrs 11 mos · Pune, Maharashtra, India · On-site

• Acted as a liaison between internal stakeholders, travel vendors, and external service providers to ensure smooth travel planning and service fulfillment.
• Led a team of travel coordinators, providing performance oversight, training, and guidance on SLA adherence and customer service.
• Partnered with senior leadership and HR to address travel policy improvements and business continuity planning.
• Designed, documented, and implemented process SOPs for travel operations, including booking protocols, escalation matrices, and emergency handling.
• Standardized workflows across regions to improve operational efficiency, minimize errors, and drive service consistency.
• Monitored and enforced service level agreements (SLAs) with internal teams and travel vendors, ensuring KPIs were consistently met.
• Oversaw daily operations in ticketing platforms including PNR management, reissues, cancellations, and itinerary changes.
• Managed support ticket queues through systems like ServiceNow ensured timely resolution and escalations.
• Deployed traveler satisfaction surveys post-travel and during major events or peak seasons.
• Analyzed survey results to derive actionable insights, prepared feedback reports for stakeholders, and led process refinement initiatives.
• Handled travel contract administration including compliance reviews, vendor onboarding, rate negotiation, and performance tracking.
• Reviewed contract SLAs and KPIs to ensure alignment with business goals and traveler satisfaction.
• Managed end-to-end project billing cycles and invoice reconciliation for corporate travel bookings and vendor payments.
• Ensured billing accuracy, timely submissions, and compliance with client SLAs and financial governance standards.
• Coordinated with finance teams for PO validation, invoice approval workflows, and discrepancy resolution.
• Designed, documented, and implemented process SOPs for travel operations, including booking protocols, escalation matrices, and emergency handling.

Apr 2015 – Feb 2016 · 10 mos · Pune, Maharashtra, India · On-site

• Handled invoice generation, fare audits, and project-wise billing, ensuring accuracy and compliance with client contracts and finance guidelines.
• Coordinated with finance and accounts teams for timely submission and reconciliation of travel-related bills and claims.
• Served as the single point of contact (SPOC) for B2B and corporate clients, handling inquiries, changes, cancellations, and escalations.
• Delivered excellent customer support while adhering to company policies and providing a personalized experience.
• Maintained seamless communication with internal departments (sales, finance, operations) and external vendors (airlines, hotels, travel partners).
• Participated in regular review meetings and status updates with clients and senior stakeholders to ensure service excellence.
• Maintained and published daily, weekly, and monthly MIS reports for leadership and clients to track operational KPIs and SLA metrics.
• Analyzed data to identify service gaps, root causes, and process improvements in ticketing and invoicing workflows.
• Managed high-priority customer escalations, ensuring timely resolution within defined SLAs and maintaining customer trust.
• Oversaw end-to-end ticketing processes including flight, hotel, and ground transport arrangements, using GDS and booking tools.
• Monitored and prioritized support tickets using internal helpdesk systems and ensured timely closure with zero service disruption.

Jan 2014 – Apr 2015 · 1 yr 3 mos · Pune, Maharashtra, India · On-site

• Handled and resolved high-priority customer escalations by coordinating with cross-functional teams.
• Managed the end-to-end lifecycle of service tickets through platforms like Salesforce, Zendesk, Freshdesk, or internal CRM tools.
• Ensured timely ticket closures in line with SLAs and monitored escalation trends for root cause analysis and process improvement.
• Monitored service level agreements (SLAs) for timely resolution of customer queries, complaints, and order-related issues.
• Tracked resolution metrics and service KPIs to ensure compliance with defined turnaround times (TATs) and quality benchmarks.
• Prepared and maintained accurate and timely MIS dashboards for tracking ticket volumes, SLA adherence, and issue categories.
• Analyzed data trends to generate insights, support decision-making, and improve support efficiency.
• Acted as the first point of contact for customer interactions via phone, email, and ticketing systems.
• Addressed and resolved queries related to order status, delivery issues, billing discrepancies, and product information.
• Coordinated with the Finance and Sales teams to ensure timely and accurate invoice generation and reconciliation.
• Maintained documentation for all customer transactions, complaints, and resolutions in compliance with company policies.
• Collaborated with internal stakeholders (Sales, Warehouse, Supply Chain) to ensure seamless query resolution.
• Maintained regular communication with external partners including vendors, distributors, and customers for updates and issue tracking.
• Identified bottlenecks in support processes and recommended improvements for better service delivery.
• Ensured adherence to standard operating procedures (SOPs) and audit-compliant documentation across functions.