Experience

G7 CR Technologies

• India
• IT Services and IT Consulting
• 300 - 400 Employee

• GTM Lead & Customer Success Manager

  • Jan 2023 - Present

  1. Generate Go-to-Market (GTM) Leads: Strategise and execute lead generation activities to attract potential customers and drive them towards the product or service. 2. Engage with C-suite & Founders: Initiate and maintain communication with top-level executives and founders to explain product details, benefits, and value propositions. Set up meetings to discuss how the product can meet their specific needs. 3. Onboarding Clients to Microsoft Marketplace: Facilitate the onboarding process for clients who choose to engage with the product through the Microsoft Marketplace. Ensure a seamless experience during the initial stages of their journey. 4. Team Performance Management: Lead and manage a team of professionals responsible for GTM and customer success initiatives. Monitor and evaluate team performance to ensure they meet Key Performance Indicators (KPIs). 5. Manage ISV Partners & Escalations: Collaborate with Independent Software Vendors (ISVs) to establish strong partnerships and resolve any escalated issues promptly and effectively. 6. Customer Success Strategies: Develop and implement customer success strategies that cater to different customer segments, industries, or use cases. Ensure that customers achieve their desired outcomes with the product. 7. Build Strong Customer Relationships: Cultivate long-term relationships with customers by understanding their unique goals, challenges, and requirements. Regularly engage with them through various channels to build trust and rapport. This role appears to involve a mix of sales, marketing, and customer success responsibilities, focusing on driving growth, fostering customer satisfaction, and managing relationships with key stakeholders. Show less



Huawei Technologies India

• India
• Telecommunications
• 700 & Above Employee

• Senior Team Lead

  • Jan 2019 - Jul 2023

  • Managing 4 line of business Operation, CS, WH & LSP & testing • Manage CS team & ensure customer escalation & refunds are handled within the TAT • Manage & plan for day to day operation task • Manage & drive the team to meet the SLA & KPl's • Monitor & analyze team performance, implemented employee training programs • Introduced employee recognition programs & career opportunity that boosted staff retention • Collaborate with Product & Development to understand business requirement • Wrote & implemented operations policies & procedure • Leading team meetings as well as one on one sessions to discuss performance, area of opportunity & resolution actions/developing plans • Analyzed customer feedback in order to enhance or improve the customer experience & facilitate transactions & interactions • Oversee & manage performance goals in order to make necessary process adjustments & ensure that policies, procedures & standards are followed • Provide analysis support, proactively manage data & data sources, prepare periodic reports on key company adoption & usage metrics & make recommendations for improvement to key stakeholders & monitor the improvement • Co-ordinate with product team & update the stocks accordingly • Involve in compliance audit & manage internal & external audit • Involve in recruitment & hiring process • Drive the warehouse team to deliver the orders within the SLA • Improvised the SLA from 3-5 days to 2-3 days • Involve in pre & post sales meeting to analyze the sales forecast & sales trend Show less



G7 CR Technologies

• India
• IT Services and IT Consulting
• 300 - 400 Employee

• Team Lead

  • Jan 2017 - Feb 2019

  • Manage sales support team & ensure that the team consistently meets or exceeds daily sales performance metrics • Established & maintained good relationship with clients with focus on SLA's & KPl's • Monitored & improved LCR (Lead conversion ratio) from 1.7% to 3% • Competitor analysis & provide insights to clients to plan for better business prospect • Manage & plan for day to day operation task • Drive the team to achieve the set target • Lead analysis & share the lead insights & conversion ratio • Analyzed customer feedback in order to enhance or improve the customer experience & facilitate transactions & interactions • Analyze performance metrics data & leverage it to effectively coach & develop the sales support team • Monitor the team performance & initiate necessary plans to improve the team performance if required • Analyzed, recommended & implemented process improvements to improve productivity • Increased team productivity by 30% • Implemented process improvements that resulted in increase of conversion ration & team size • Oversee hiring & recruitment process • Monitoring live calls & providing feedback to executives • Generated quarterly reports of findings to help management with making key decisions • Handling BAU (Business As Usual) activities on daily, weekly & monthly reports • Manage part payment & document collection team & ensure all the payments & document is collected before the deadline Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Customer Service Team Lead

  • Jan 2011 - Dec 2016

  • Drive the team to meet the NPS, FCR, CSAT target & quality score • Interacting with customers for the escalated tickets • Conducted briefing pre-& post shift • Conducted one to one session & preparing RAG report for team • Managing the call flow • Real time monitoring & feedback • Calibrate with Quality team to improve the process & team knowledge • Manage, hire, motivate, coach develop & retain executives • Conduct team briefing pre & post shifts on the new updates & team performance • Analyze the negative NPS (Net Promoter Score) & DSAT (Customer Dissatisfaction)& provide the feedback to team • Monitored & analyzed team performance, developed & implements employee training programs • Conduct one on one sessions to discuss performance, area of opportunity & resolution action's/developing plans • Interface with internal/external audit related to processes & case reviews • Managed 0 attrition for 16 months Show less