Experience

• 

  VWO

  • India
  • Technology, Information and Internet
  • 200 - 300 Employee

  • Group Manager - Customer Success Team for US West and Central

    • Oct 2022 - Present

  • Territory Lead - Customer Success Team for US West & Central

    • Nov 2020 - Oct 2022

    Managing the team of 8 CSMs/ Sr CSMs and handling the portfolio of USD 8.5MN ARR.

  • Senior Manager - Customer Success (Enterprise) for US West

    • Oct 2018 - Nov 2020

• 

  Wingify

  • India
  • Technology, Information and Internet
  • 200 - 300 Employee

  • Group Manager - Customer Success Team at VWO

    • Oct 2022 - Nov 2022

  • Territory Lead - Customer Success Team for US West & Central

    • Nov 2020 - Oct 2022

    Managing the team of 8 CSMs/ Sr CSMs and handling the portfolio of USD 8.5MN ARR.

  • Senior Manager - Customer Success (Enterprise) for US West

    • Oct 2018 - Nov 2020

    I am working with strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growth. I work with the customers to understand their needs and map VWO solutions and best practices. I also coordinates with cross-functional teams to ensure a successful transition from deployment/onboarding through ongoing account management.I am also responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.Increase customer satisfaction by understanding business needs and providing additional VWO solutions and resources.Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.Act as an escalation point to drive problem resolutions in a timely and proactive manner.Identify at-risk renewals and deliver on customer remediation plan.Monitor customer health to track usage and customer satisfaction.Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.

• 

  WizIQ

  • Mohali, Punjab

  • Customer Success Manager- Enterprise

    • Apr 2014 - Oct 2018
    • Mohali, Punjab

    Working as an Account Manager working closely with Renewal and Retention process simultaneously keeping an eye on product usage, customer used cases and trying to make the product more useful for the clients so that the product usage can be increased. Working on closing deals and up-sell to achieve company targets and meet customer service standards. Closing sales by building rapport with potential clients, explaining product and service capabilities, overcoming objections, preparing contracts. Expanding sales in existing accounts by introducing new products and Services. Working with partners, re-sellers to answer RFQ/RFP and close renewal. Establish relationships to expand customer life-cycles and grow install base. Working and helping team members on closing big deals and providing best customer service. Contacting organisation, understanding the requirement and ensure project delivery on time.Interact with Director/Manager Level stakeholders and Engineers to drive value realization from WizIQ.Understand customer pain points and help drive escalations by coordinating between Product Management and Support groups. Handling clients inquiries, escalations and working as the face of business. Following up the customer queries and concerns with the coordination of Support team and Engineering Team to make sure that the issues will be taken care of at the earliest. Implementing new changes and features among the clients so that the usage of the product can be increased.

• 

  IBM

  • Chandigarh Area, India

  • Senior Practitioner

    • Apr 2011 - Apr 2014
    • Chandigarh Area, India

    Technical Software Support to Windows, Mac operating system and connected devices. Creating relations with clients and resolve the issues at the earliest.

• 

  HFCL

  • Mohali

  • ISP Helpdesk

    • Feb 2009 - Mar 2011
    • Mohali

    Taking care of the lease lines, p2p connections and ISDN connections. Log the tickets for the complaints and resolve the problem with the coordination of On Ground support under defined SLA.