Jan 2023 – Oct 2024 · 1 yr 9 mos · Remote

• I was on the frontline for our international customers and worked independently with 30 small and mid-size customers from APAC and EMEA regions with a total Annual Recurring Revenue of around 1 Million USD.
• Have helped our customer increase their Customer Engagement, measure KPIs plus usage matrices via Custom Reporting, and automate repetitive manual processes using Integrations.
• Set up regular cadences with the customers to go over their Business Review Decks and success Plans and increase utilization via Adoption Plans.
• Helped customers derive maximum value from the products and services offered.
• Conducted training and testing sessions with our customer users to maximize their ROI.
• Created awareness and educate users about the latest features and product roadmap to suit their processes with a deep understanding of their needs.
• Demonstrated a Problem-Solving approach and fluent teamwork when working with cross-functional teams such as - the Product Team and Sales team while being an advocate for our international customers within the company.
• Closing the Loop: I have gathered customer feedback and relayed it to the product development teams via JIRA, helping them improve the software, and then relaying the improvements back to the customers to let them know how valuable their feedback is!
• As a team player who believes in process adherence, I was always applauded for maintaining Salesforce hygiene and utilizing Gong and Maxio to stay on top of each account despite being 12 hours apart from the rest of the company.
• Maintained a 100% CSAT score and under 30 seconds of First Response Time.
• Trained an AI chatbot leading to a more than 40% success rate in assisting our customer queries and saving human effort.
• Worked closely with the Customer Success and the Engineering teams to enhance customer experience!
• Forged deep relations with our customers worldwide.

Apr 2022 – Dec 2022 · 8 mos · Remote

• I managed the Tools and Governance team of 4, which ensured that the Onboarding teams functioned smoothly.
• Worked on Customer Onboarding Templates used in onboarding projects and optimised all milestones in the Customer's Journey to bring the average 'Ontime Project Completion' to under 90 days, 180 days, and under a year for SMB, Mid-market, and Enterprise customer segments, respectively.
• Identified and set SLAs or benchmarks for milestones in the processes and further worked with the reporting team to build reports out of these.
• Identified time-consuming manual efforts and other gaps in processes and worked with experts to automate them to reduce Time to Value for customers by 15%.
• Conducted audits of hundreds of 'Completed' Onboarding projects and created a feedback loop for improvements in the ongoing SOPs.
• Set up the CSAT process to close the loop with the Customer and to get a pulse check throughout and after the Customer Onboarding. Upon gathering these insights, I worked closely with the leadership to implement improvements and best practices within the Customer Onboarding teams.
• A big part of my role was to maintain hygiene across all tools, especially Salesforce, GUIDEcx, and AskNicely, as the sanity of data collected through these tools would determine the accuracy of reports ahead.
• Conducted pieces of training for new Onboarding Team members on SOPs and best practices when working with these tools, as their data points were used to build reports, which ultimately were used by leadership for decision-making.
• Loved working with the leadership so closely and gathered a deep understanding of how to set up, conduct and monitor a successful customer onboarding process!

Jan 2021 – Apr 2022 · 1 yr 3 mos · Remote

• Analyzed and created Power BI reports from JIRA & Salesforce.
• Ensured process adherence between service teams.
• Created/Updated and monitored Salesforce opportunities.
• Resolved ServOps tickets and keep the backlog down.
• Identified and solving issues relating to the performance of business operations
• Collaborated with other teams to provide operational analysis and make performance recommendations for the business.
• Supported management with internal systems like CRM (Salesforce) and other tools - JIRA and GuideCX.
• Worked closely with the internal teams to streamline as well as document the SOPs (Confluence) for the Customer Success organization and ensure process compliance.
• Worked closely with the leadership and monitored the downstream plus upstream impact of the work I did.
• Enabled GuideCX Project implementation for Services Teams.
• Drive RCA and Mitigation Plans for Detractors in AskNicely Survey Management.

Apr 2020 – Sep 2020 · 5 mos · Remote

• Managed a 5-member marketing team comprised of graphic artists, CRM administrator, and marketing coordinators, PR Social media associate.
• Hired, trained, and built a team.
• Held client meetings, promoted the company brand and built rapport with prospects and partners.
• Implemented Data Analytics.
• Implemented effective collaboration among internal service providers.
• Devised and deployed online marketing plans with effective SEO, social media, and viral video campaign strategies.
• Drove customer engagement.
• Built brand awareness and generated leads while managing internal and external marketing campaigns and programs.
• I devised an integrated marketing solution by placing products in the FCB grid. Implemented these solutions via viral video campaigning, social media promotions, and PR. Monitored the results via Google Analytics and Facebook insights, creating a feedback loop. This further helped create sustainable processes that could be scaled according to all products/services and business requirements. Set up the SOPs for content creation, best practices, and benchmarks, which rose the site's SEO score to 85 plus from 31 before I joined. The aim was to generate maximum buzz, inform the target audience, and generate leads. This was achieved by increasing viewer engagement on social media: opinion polls, thought-provoking posts, and live sessions with the CEO. Domestic Market loves to give opinions, and that engagement leads to a sense of belongingness.

May 2019 – Jul 2019 · 2 mos · Pune, Maharashtra, India · On-site

• Strategic Planning and Business Operations Team
• Developed the art of storytelling and presented decks to leadership for critical business decisions, namely: HeadCount Reporting of L2s, Balance Score Cards for Organisational Health Review, Service Level Agreement Dashboards for Fulfilment Team for all Fixed Assets
• Implemented SPSS, found correlated variables which helped drop fulfilment's SLA from 7 to 4.5 days
• Used business intelligence to produce reports and polished presentations, highlighting findings and recommending changes.
• Prepared business overview reports.
• Reviewed files, records, and other documents to obtain business information and key data informing responses to development requests.
• Created workflow diagrams and Gantt charts to demonstrate processes and timelines.
• Analysed key aspects of the business to evaluate factors driving results and summarised them into presentations.

Jul 2016 – Apr 2017 · 9 mos · Bangalore · On-site

• Sales Team
• Achieved targets of USD 150K quarter on quarter!
• Qualified leads and closed deals for the MySQL Database Server Management tools - MONyog and SQLyog for APAC and EMEA regions.
• Tracked sales activity, gave product demos, wrote reports, and negotiated contracts.
• Collaborated with the Marketing Team for region-wise campaigns to generate leads.
• Biggest Achievement: Closed a deal of $25K with Souq.com.

Aug 2015 – Jun 2016 · 10 mos · Pune, Maharashtra, India · On-site

• 3G RF Team at Nokia for client Airtel
• Looked over the coherent flow of information amongst leadership and clients.
• Monitor KPIs, analyse Big Data (5TB plus with 100s data points), and summarise results into Pivot charts and tables.
• Extract, clean and summarise reports from ERP systems.

May 2013 – Jul 2013 · 2 mos · Saharanpur Area, India · On-site

• Learned all about switchgear and protection at a substation, along with basic knowledge of distribution and transmission of electrical power over interstate boundaries.
• It was a wonderful learning experience and gave an exposure towards the public sector.
• Understood PCIL's primary business of bulk transmission of Power through its (765/400/220/132kV) EHV AC (±500kV) HVDC¬ transmission network where the company maintained transmission availability at >99%