Experience

BrowserStack

• Ireland
• Software Development
• 700 & Above Employee

• Senior Customer Success Specialist

  • Mar 2022 - Present

  ➢ Managing large pool of key accounts for ‘Land & Expand’ strategy with ability to prioritise multiple accounts (1:100+) ➢ Take ownership and accountability for ensuring customer retention and growth, customer satisfaction and contract renewals within the assigned customer portfolio. ➢ Partner with Account Executives to maximise account growth opportunities by playing a collaborative role on the account team and helping to drive incremental opportunities upon contract renewal. ➢ Uncover and know any risk that threatens your customer's growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks. ➢ Follow and adhere to best practices for all internal processes including, but not limited to, Account Management, Enablement, Onboarding, Adoption. ➢ Drive financial and strategic targets for minimising churn, positioning favourable terms and boosting incremental revenue via up-sells, cross-sells and add-ons. Show less



Netcore Cloud

• India
• Technology, Information and Internet
• 700 & Above Employee

• • May 2021 - Jan 2022

• • May 2019 - May 2021

  ➢Taking care of client servicing for assigned clients from a pool of TOP-30 accounts across all Netcore SAAS Products. Netcore Smartech Pepipost SMS API➢ To retain old business from these top clients and also ensure to explore new business opportunities along with operational and technical assistance.➢ Deliver different business objectives for brands over digital space like lead gen, customer acquisition, churn reduction, win backs, retention, renewals, cross, upsell and help in end-to-end customer life cycle management.➢ Preparing Monthly and Quarterly Business Reports (MBR & QBR presentations) to showcase the current progress on decided KPIs and future course of action.➢ Sharing ideas and suggestions with clients on how to improve ROI on across all channels of communication via smartech.➢ Studying latest trends in digital marketing and implementing the same while devising strategies to assist clients in achieving their objectives Show less

• • May 2018 - Apr 2019

   Conduct regular meetings with assigned clients to discuss on current progress, raised issues, new opportunities and any other service related tasks. Implement,Run,Manage successful customer campaigns/Customization by coordinating with campaign execution team. Provide Timely account or issue update to sales team and management everyday.  Develop and maintain positive relationship at all the levels. Investigating and Solving the customer’s problems,which may be difficult or long standing and have been passed by helpdesk team. Weekly update highlights and lowlights of the account with higher management and give account review fortnightly to discuss the scope of the account.  Suggestion on the different type of campaign- User data target, Segmentation etc. Update client on the health of account including inboxing,domain reputation,volume trend and strategies to follow to improve the overall performance. Show less

• • Jul 2016 - Apr 2018

   Implement, run, manage successful customer campaigns/Customization with thecoordination with campaign execution team.  Provide Timely account or issue update to sales team and management every day.  Develop and maintain positive relationship at all the levels. Working with client to make sure they are leveraging the solution and achieving desired outcome. Strong knowledge of business process (Helpdesk, Campaign execution, Sales, Growth, Tech Support, Accounts) Investigating and solving the customer’s problems, which may be difficult or long standing and have been passed by helpdesk team. Keeping customer informed about the process change if required, Also to understand the issue by doing fortnightly sync up calls. Weekly update highlights and lowlights of the account with higher management and give account review fortnightly to discuss the scope of the account.  Suggestion on the different type of campaign- User data target, Segmentation etc.  Sharing monthly business report with the customer and having weekly sync up to discuss the same. Update client on the health of account including in boxing, domain reputation, volume trend and strategies to follow to improve the overall performance. Show less



Netcore Cloud

• India
• Technology, Information and Internet
• 700 & Above Employee

• Sr Executive- Client Servicing and Product Training

  • Jul 2014 - 2016

  Job purpose  Educating Customers to ensure comfort in usage of Product/Utilities  Providing Support to Customers on their Queries Duties and responsibilities  Understanding and assessing client requirements, sharing proposal and presentation with Provide product trainings / demos to the customers  Ensure smooth onboarding of new customers with constant monitoring of inbox delivery  Collect feedbacks from customers on the given product trainings and work towards further improving the same  Maintain and raise customer’s feedbacks about the product to our Product team.  Visit customer’s place for the product trainings and discussions.  Understanding & responding to primary level customer queries / issues over phone or email / ticketing system  Analyze and identify process changes or product enhancements required & suggest if any.  Monitor internal alerts and raise alarm for critical issues.  Be available at flexible shift timings for best customer experience Show less



TimesJobs

• India
• Technology, Information and Internet
• 100 - 200 Employee

• Account Manager

  • Sep 2013 - Jul 2014

   Responsible for interacting with potential clients to provide end to end online recruitment solutions to corporate clients.  Responsible for sales and retention of clients in the assigned territory.  Will have to achieve target by selling company’s online / offline solutions.  To create / maintain excellent relationships with clients and with the specified persons and be able to tailor pitch the product according to their specifications.  Understanding and assessing client requirements, sharing proposal and presentation with clients and customizing solutions.  Interact regularly with the clients to ensure a committed and partnership based relationship  Manage complex sales solutions.  Following complete sales cycle and ensuring payment collection and post sales servicing clients. Show less



Path Infotech Ltd.

• India
• IT Services and IT Consulting
• 500 - 600 Employee

• Business Development

  • Aug 2011 - Aug 2013

   Looking after the Oracle Premier Support Renewal Business of Path, with Path Being Tier-1 Support Partner of Oracle.  Also Member of the Business Development team catering Corporate Clients.  Profile includes- identify prospects,conduct meetings with them, explain Path Infotech's Profile and consequently generate business for the company.  Looking after the Oracle Premier Support Renewal Business of Path, with Path Being Tier-1 Support Partner of Oracle.  Also Member of the Business Development team catering Corporate Clients.  Profile includes- identify prospects,conduct meetings with them, explain Path Infotech's Profile and consequently generate business for the company.



Next Education

• India
• Education
• 700 & Above Employee

• Business Development

  • May 2011 - Jul 2011

  Assigned Mansa District in Punjab as BDM Profile included visits to Private schools in the area and promote and consequently sell the smartclass solution of the company known as Teachnext Giving corporate presentations of the solution to the Prospects who were generally the Principal Or Trustees of the schools During my tenure with the company, I made visits to 52 schools in the assigned area.. Assigned Mansa District in Punjab as BDM Profile included visits to Private schools in the area and promote and consequently sell the smartclass solution of the company known as Teachnext Giving corporate presentations of the solution to the Prospects who were generally the Principal Or Trustees of the schools During my tenure with the company, I made visits to 52 schools in the assigned area..



Yatra Online Ltd.

• India
• Travel Arrangements
• 700 & Above Employee

• Summer Internship

  • May 2010 - Jun 2010

  Profile was to perform three tasks •Understand Consumer Behavior regarding Yatra’s Services •Brand Promotion of yatra.com through BTL activities •Generate Revenue by making people use Yatra’s services for booking their Journey. •Worked for two months as a member of the team looking after West Delhi Area. Profile was to perform three tasks •Understand Consumer Behavior regarding Yatra’s Services •Brand Promotion of yatra.com through BTL activities •Generate Revenue by making people use Yatra’s services for booking their Journey. •Worked for two months as a member of the team looking after West Delhi Area.