Oct 2020 – Feb 2022 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

• 1. Develop and manage customer life cycle of Domestic and Middle-East geographic HNI customers.
• 2. Analyse customer data to improve customer experience.
• 3. Hold product demonstrations for customers and Improve onboarding processes.
• 4. Evaluate and improve tutorials and other communication infrastructure.
• 5. Mediate between clients and the organization.
• 6. Handle and resolve customer requests and complaint.
• 7. Minimize customer churn.

Jan 2019 – Sep 2020 · 1 yr 8 mos · Jaipur Area, India

• Develop and maintain strategic long-term trusting relationships with high net-worth individual clients.
• Managing 360 degree Product development, Product Management & product support for Enterprise customer for Cloud Telephony & Email Service.
• Requirement gathering for Brands and Enterprises to set IVR processes and do back-end integrations and managing accounts.
• Handle product optimization and monitoring, ad-hock change requests and client complaint resolution within defined TAT.
• Streamline account creation process to maximize accuracy & increase team productivity.
• Work closely with the Engineering Team, Tech support Department.
• Gather, report and communicate customers' feedback on service, technology and product delivery.
• Measure, track and analyze key account metrics for customer like Times Internet, PayTm,Karix, SKF, DB Group etc.
• Understanding of SaaS business models and their overall relationship to Customer Success
• Achievements
• 1. Streamline the whole process for Karix-one of the top most customer in email Segment and increase the revenue by more than 40%.
• 2. Successfully designed and implemented entire Hybrid cloud telephony process flow for Sahajpath Knowledge Foundation and enhanced their foot mark in multiple states which results increased the revenue by 55%
• 3. Developed and launched IVR set up for Times Internet for their multiple projects.

Jan 2018 – Aug 2018 · 7 mos · Ahmedabad Area, India

• Understand customer outcomes by communicating with customers, analyze customer health metrics.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Collaborate closely with team members support renewals and expansion opportunities.
• Serve as the primary contact for the on boarding of new customers, the training of platform end users, as well as post go-live support.
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.

Oct 2015 – Dec 2017 · 2 yrs 2 mos · Ahmedabad Area, India

• Creation of an organic sales plan for the assigned territory(ies) – identification of key accounts, building a pipeline of prospects, managing conversion of pipeline to acquire new customers.
• Developed and implemented account plans with specific product/service targets for achieving new business from existing customers.
• Initiated, facilitated and managed regular meetings with the customer's ‘C’ Level and/or key business managers to develop and expand company relationship and driving new opportunities for business.
• Prepared and managed Quarterly Business Reviews with customers to review service delivery quality and commitments.
• Overseeing timely management of any issues of conflict that arise between the customer and Company, ensuring to the extent possible that issues are resolved between the relationship rather than being escalated to steering groups or project sponsors.
• Being the voice of the customer internally – sharing process improvements and getting back into the internal ecosystem.