Experience

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  GoKwik

  • Program Manager-Onboarding

    • Sep 2022 - Present

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  PathFactory

  • Customer Success Manager

    • Apr 2021 - Sep 2022

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  Punchh, Inc.

  • Jaipur Area, India

  • Customer Success Manager

    • Nov 2016 - Mar 2020
    • Jaipur Area, India

    As a part of the Customer Success team for the EMEA, my responsibilities included and were not limited to• Responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, product and marketing.• Build trusted advisor relationships with key decision-makers at customers'• Executing administrative meetings and events to educate and guide customers on Punchh products and services and its benefits to support customer buying selection.• Measure and realize value, drive product adoption and expansion of Punchh’s product suite.• Implementing research activities to analyze client feedback and monitoring new and existing project plans and executions for desirable results.• Notifying process problems and challenges to sales and marketing departments and maintaining brand relationships with sales and marketing teams and clients effectively.• Travel onsite to present QBR’s, develop and implement success plans for all opportunities with assigned key accounts• Capitalize on upselling and cross-sell opportunities with new and potential customers• Play an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues• Facilitate penetration of key accounts via strategic planning initiatives• Manage successful negotiation of long-term contract renewals with franchise owners and sales affiliates• Collaborate cross-functionally with internal Punchh teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program• Ensure timely and accurate customer health updates (Jira, Asana, SalesForce.com, ClientSuccess)• Own forecasting and prioritization for customer success.• Represent the voice of the customer and employee in leadership meetings• Create reference-able customers (case studies, reference calls, speaking engagements)

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  Etech-Medallia

  • United States
  • Software Development
  • 700 & Above Employee

  • Senior Business Analyst

    • Dec 2015 - Oct 2016

    As a Senior Business Analyst, working on project focusing on providing CEM solutions for hospitality industry encompassing 700+ clients, my key responsibilities are:• Operate as the lead point of contact for any and all matters specific to your customers• Build and maintain strong, long-lasting customer relationships• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors• Ensure the timely and successful delivery of our solutions according to customer needs and objectives• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders• Forecast and track key account metrics• Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment• Assist with high severity requests or issue escalations as needed• Support the Project Manager in the creation of the initiation document and project charter to ensure scope and feature groups are clearly identified and defined.• Analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.• Improve systems by studying current practices• Recommend controls by identifying problems; writing improved procedures.• Maintain system protocols by writing and updating procedures.• Knowledge transfer as reference for users by writing and maintaining user documentation• Work with Product Owner to decompose features into stories• Identify dependencies across applications to support feature decomposition and story definition• Work as a liaison among project stakeholders to elicit, analyze, communicate and validate features for new functionality. Serves as the SME for business and functional domain knowledge.• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal company Policies and Policy Standards

  • Business Analyst

    • Dec 2014 - Dec 2015

    RESPONSIBILITIES:• Product Implementation:o Work with Project Managers to carry out client implementations and program enhancementso Participate in the implementation design, setup, and review processeso Identify improvements to our feedback products and processeso Utilize Client software knowledge for testing customized software solutions• Client Management:o Build long-standing customer relationships by improving customer feedback programso Provide support to client meetings by leveraging in-depth Medallia system capabilitieso Work with client teams in resolving technical/system related inquirieso Provide quality assurance support when providing features to clientso Provide client support when analyzing large sets of data• Other Responsibilities:o Develop a thorough understanding of product features that are relevant to each client program

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  codespur software pvt. limited

  • Business Analyst

    • Dec 2013 - Nov 2014

    • Determining operational objectives by studying business functions; gathering information; evaluating output requirements and formats.• Designing new computer programs by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.• Improving systems by studying current practices; designing modifications.• Recommending controls by identifying problems; writing improved procedures.• Defining project requirements by identifying project milestones, phases, and elements; forming project team; establishing project budget.• Monitoring project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.• Maintaining system protocols by writing and updating procedures.• Providing references for stakeholder's by writing and maintaining user documentation; providing help desk support; training users.• Maintaining Stakeholder's confidence and protecting operations by keeping information confidential.• Preparing technical reports by collecting, analyzing, and summarizing information and trends.• Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.• Contribution to team effort by accomplishing related results as needed.

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  Konstant Infosolutions Pvt. Ltd.

  • Jaipur Area, India

  • Management Executive

    • Oct 2013 - Dec 2013
    • Jaipur Area, India

    • Assisting Project manager in managing project activities.• Assisting project manager in assigning duties to Product owners and monitoring.• Assigning and managing design and quality analyst resources according to need and priority of different projects. • Managing and updating centralized data system to make the information available to all stakeholders.• Maintaining voice stations and scheduling calls between project coordinators and client.• Gathering project information and writing weekly status reports to client.

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  Componence Portal Services

  • Jaipur Area, India

  • Software engineer trainee

    • Jan 2013 - Jun 2013
    • Jaipur Area, India

    As an intern my objective is to learn how Portal development is done on Liferay by assisting senior developers and completing tasks assigned by them.