Sep 2023 – May 2024 · 8 mos · Noida, Uttar Pradesh, India · On-site

• Onboarding and Implementation: Guide parteners through the onboarding process, ensuring a smooth transition to using Ottonomy's food delivery robots. Coordinate with the technical team to oversee the installation and setup of the robots at the partner's premises.
• Account Management: Serve as the primary point of contact for partners, maintaining regular communication to address any questions, concerns, or issues they may have. Proactively identify opportunities to optimize the use of the robots within the partner's operations.
• Performance Monitoring: Monitor the performance of the food delivery robots, tracking metrics such as delivery times, accuracy, and customer satisfaction. Analyze data to identify trends and areas for improvement, then work with partners to implement solutions.
• Relationship Building: Cultivate strong relationships with partners, acting as a trusted advisor and advocate for their success. Understand their business goals and challenges, and provide strategic guidance on how the food delivery robots can help achieve those goals.
• Expansion and Growth: Identify opportunities to expand Ottonomy's footprint within existing partners, as well as potential new partnerships. Collaborate with the sales team to drive upsell and cross-sell opportunities based on partner needs and objectives.
• Regulatory Compliance: Stay abreast of relevant regulations and guidelines governing the use of food delivery robots in different locations. Ensure that restaurant partners are aware of and compliant with these requirements.
• Industry Engagement: Represent Ottonomy at industry events, conferences, and networking opportunities focused on food delivery, robotics, and hospitality. Build relationships with key stakeholders in the industry and contribute to thought leadership initiatives.

Jul 2022 – Aug 2023 · 1 yr 1 mo · Noida, Uttar Pradesh, India · On-site

• Identify opportunities to cross-sell/up-sell. Deliver and measure the ROI.
• Collaborate with internal stakeholders across operations, sales, engineering, and product. Conduct
• engagement and training activities such as webinars, product demonstrations, etc.
• Develop and maintain positive client relationships. Manage the product implementation in terms of
• milestones with resource and Program tracking while managing risks and escalations.
• Own the client journey from onboarding to adoption, renewal, and growth. End-to-end account
• owner for a given set of accounts.

Apr 2017 – May 2020 · 3 yrs 1 mo

• Demonstrate detailed product knowledge when assisting clients both on the phone and via email
• Respond to client’s questions about Cvent's Lanyon software on the Customer Care line
• Offer best practice tips to clients in an effort to help them use Cvent's products to effectively meet their business goals
• Gather client requirements for future releases of the product
• Collaborate with the sales team to introduce new features and opportunities to clients
• Worked on Salesforce (record every incident on salesforce) / Tableau / Workday
• Work on escalation from Tier 1 support
• Provide coaching and mentoring to Tier 1 team members
• Conduct internal training to help teach new features or advance technics
• Serve as a liaison with development to properly communicate client’s issues
• Coach and mentor Associate Product Consultants/ Product Consultants on transactional and experiential cases.
• Train new and existing team members to enhance their knowledge of the product, role and processes.
• Help recruit and interview new team members
• Produce and maintain internal training documentation and processes (SOPs)
• Identify area for team effectiveness and process improvements that will help enhance the client experience.
• Assist in leadership tasks, projects and strategic initiatives
• Manage client escalations through resolution
• Coordinate with Client Success Consultants, Solution Specialists, Onboarding Specialists, Sales and Technology for product enhancement
• Manage accounts for some of the biggest Cvent clients
• Responsible for providing end to end support to clients (Travel Managers/Corporations and Hoteliers) Understand the actual RFP Life Cycle and work closely with US counterpart for product enhancement Adhere to standard operating procedures required by the process
• Meeting realistic customer expectations in terms of efficiency, accuracy and professionalism of response

Apr 2016 – Apr 2017 · 1 yr

•  Collaborate with internal and external stakeholders to gather, analyse and document functional requirements
• for hospitality cloud suite of applications
•  Create business flow diagrams and other documentation to support the requirements by using WIKI and JIRA
•  Work directly with engineering and other technical teams to ensure product success and quality
•  Provide direction and recommendations on product design and usability
•  Liaison with the vendors, partners and other third parties as required
•  Operate in a result-oriented manner to achieve product goals, with a standard of excellence

Feb 2013 – Apr 2016 · 3 yrs 2 mos

•  Interacting with the clients over phone/emails to help them maintain their accounts/databases
•  Understand the actual RFP Life Cycle (Request for Proposal) and work closely with US counterpart for product
• enhancement
•  Document all communication with the client in Cvent’s CRM software (Salesforce)
•  Demonstrate detailed product knowledge when assisting clients to streamline their sourcing process
•  Implement and manage the online portion of client events as and when needed
•  Offer best practice tips to clients in order to boost their meeting attendance via Cvent’s marketing engine

Mar 2011 – Dec 2012 · 1 yr 9 mos · Gurugram, Haryana, India

•  Support Accounts Receivable transactions such as customer invoices and/or advances, account reconciliation
• and reporting
•  Support internal trade payments and cash application activities, handling of retentions and/or deductions.
•  Support internal business units via phone, email and workflows
•  Process invoice disputes and keep a follow up
•  Work with customers in order to bring their past due account to a current position
•  Collaborate with other teams in continuous improvement activities and initiatives focusing on delivering
• efficiency, transparency and standardization

Nov 2008 – May 2009 · 6 mos

•  Provide high level of seamless customer service to Barclays Card UK clients over phone/emails.
•  Effectively investigating and resolve client queries with varying degrees of complexity.
•  Capture accurate information and details through the query handling process to allow effective analysis in a
• timely manner.