Experience

Vajro

• India
• Software Development
• 100 - 200 Employee

• Associate Manager - Customer Success

  • Jan 2023 - Present

• Key Account Manager

  • Jul 2021 - Feb 2023



Studio 31

• India
• Artists and Writers
• 1 - 100 Employee

• Customer Success Manager

  • Jun 2016 - Jul 2021

  1. Designed and formulated the entire customer life-cycle process, starting from the initial sale through all phases of implementation to the final delivery. Also, managed multiple verticals including sales, production, post-production and the industry's first customer happiness team. 2. Devised and published crucial metrics to measure the organisation's success in delivering a world class customer experience, that resulted in increased referral bookings by 10% year after year. 3. Developed and improved the capabilities of all the customer facing teams over the course of five years and decreased customer escalations by 80% 4. Pro-actively exercised independent judgment and deep analysis in determining the best methods to resolve issues and ensure customer loyalty and satisfaction, resulting in a net promoter score (NPS) of over 92 5. Curated and created help / best practices content which eventually was converted to a customer self-help-desk, resulting in a reduction of customer queries by 82% 6. Strategised and created benchmarks in the unorganised wedding industry towards providing a world class customer experience, resulting in a reduction of CAC by 84% 7. Played a crucial role in crafting India's first wedding photography CRM and client dashboard that helped teams and customers eliminate the use of excel/sheets by 99%. It also resulted in saving over three hours per day, per customer facing employee. 8. Continuously refined and improved the CRM's features and capabilities by working closing with all teams including product and engineering, resulting in a reduction of human errors by 94%