Experience

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  LocaliQ Australia & New Zealand

  • Australia
  • Advertising Services
  • 100 - 200 Employee

  • Client Success Team Manager- Key, Executive & Ecommerce

    • Jun 2023 - Present

    As the Client Success Team Manager for Key, Executive, and E-commerce Customer Success Managers (CSMs), my role is of utmost importance in ensuring the success and satisfaction of our valued clients. With my extensive experience and leadership skills, I am responsible for overseeing a team of dedicated CSMs who are instrumental in building and maintaining strong relationships with our key clients, executives, and e-commerce clients.My primary focus is on guiding and supporting the CSMs to effectively engage with clients, understand their unique needs, and tailor our solutions to meet their goals. I work closely with the team to develop and implement strategic customer success plans, ensuring that our clients receive exceptional support, value, and ROI from our products and services.As the manager, I play a pivotal role in fostering a culture of excellence and customer-centricity within the team. My ability to mentor, train, and upskill the CSMs empowers them to excel in their roles, driving customer retention and loyalty. I also collaborate cross-functionally with sales, marketing, and product teams to relay valuable customer feedback and advocate for continuous improvement and innovation.In this dynamic and ever-evolving landscape, my adaptability to changing market trends and ability to handle pressures and challenges are crucial in maintaining the high standards of our client success operations. My exceptional commitment to quality and dedication to achieving customer satisfaction undoubtedly contribute to the overall success and growth of our organization. As the Client Success Team Manager, I am a driving force in creating lasting partnerships and driving success for our clients and the company as a whole.

  • Client Success Team Leader & Technical Lead

    • Jun 2022 - Present

    As the Client Success Team Leader & Technical Lead I am responsible for hands-ononboarding, developing, supporting and retaining client relationships across a portfolio of ReachLocal products and services, and assisting with day to day co-ordination of activity within the designated Client Success team- Key & Executive Tiers (Premium Clients).In this dual role, I am also still responsible for providing expert and timely knowledge, advice and support to the wider Sales & Service team throughout the client life cycle. Functioning as a knowledge source and technical ‘go-to’, to ensure optimum understanding and utilisation of our processes, systems, tools and resources to deliver quality solutions and outcomes to delight our clients. Acting as a conduit between all key stakeholders to ensure the Client Engagement team is equipped with the necessary client, industry and product knowledge to perform their role effectively to drive a client focused culture.

  • Client Success Technical Lead

    • Jan 2020 - Jul 2022

    • Help retain our client base by providing expert advice to the Client Engagement team members throughout the set-up, on boarding and maintenance of our client life cycles.• Provided a proactive, responsive, and quality driven service that delivers simple engagement with our clients by giving direct guidance and support to the Client Engagement team members• Performed effectively as an escalation point for problem solving and issue resolution to ensure the solution improves the overall client experience.• Focused on continuous improvement and proactive input to drive increased efficiencies related to systems, processes and tools aimed at demonstrating the value that ReachLocal brings to our clients.• Responsible for analysis and advice to our largest budget clients and care of campaigns that need extra attention through to resolution, or further escalation as required.• Worked collaboratively to ensure delivery of a timely and exceptional campaign strategy and client experience by proactively sharing knowledge to achieve quality driven engagement with campaign stakeholders.• Worked closely with Client Engagement Leadership team and key stakeholders to engage and empower increased ownership to successfully service and resolve client challenges to provide a valued added solution.• Worked in conjunction with all key company stakeholders (US, India, Australia & NZ) to provide timely and effective 1:1 support and advice at an individual level to assist our Client Engagement team members to understand how to use relevant systems and the processes to service our clients using best practice.

  • Client Success Manager - Executive Accounts

    • May 2019 - Dec 2019

    Client Relationship management by building long lasting relationships with assigned portfolio of clients and gain credibility and trust through:• Gain an understanding of the client’s goals in relation to the products and services they have with us• Providing clear, concise and timely communication in relation to all queries to ensure a rewarding client experience.• Regular communication & fielding client enquiries as the first point of contact for any issues related to the products and services purchased. Effective Campaign Management & Performance by:• Proactive identification of any opportunities for improving the performance of the products and services we provide to clients by: Analysing key performance metrics and trends, enquiry volume/quality/source.• Monitor campaigns weekly and initiate appropriate actions to drive optimal performance, leveraging internal support teams and processes.• Resolve and respond to all enquiries from Clients and internal stakeholders as appropriate and in a timely fashion.• Constantly explore ways in which to streamline and improve Account Services processes in order to deliver an excellent customer experience.Customer Growth, Retention & Analysis• Effective use of resources and tools to generate regular reports for your clients to analyse the overall campaign performance of products and services purchased to provide marketing insights including: recommendations to improve campaign performance, identifying potential cross-sell and up-sell opportunities and engage with Sales teams to assist with positioning the value proposition and closing the sale.

  • Client Sucess Manager- Key Accounts (ANZ)

    • Aug 2017 - May 2019

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  Open Spaces Consulting

  • Associate

    • Jan 2009 - Present

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  Indian Reverie

  • Mumbai/ Delhi

  • Co Founder, Director

    • May 2013 - Dec 2017
    • Mumbai/ Delhi

    Co-owned a bespoke home décor company as a branch under Indian Artwares Corporation, one of India’s leading manufacturers & suppliers of hand crafted home decor accessories based in New Delhi. Team Training & Leadership: Recruited, trained & managed a team of 5 employees. Facilitated multiple training sessions for a team of 5-6 employees, each for order processing, customer service, packaging & logistics.Merchandising: Selected from a vast catalogue & listed curated products on the official website, & 10+ leading marketplaces such as Amazon, eBay, Flipkart, Snapdeal & many more in order to increase sales & brand awareness.Operations: Managed daily operations such as order processing, logistics, customer service, managing accounts & payments.Business development/ direct sales: Set appointments with several potential customers & clients & facilitated a high volume of direct sales. Clients mainly included 5 star hotel chains, logistics company’s, Marketing agencies & Multination Corporates.Content Management: Developed content for the Indianreverie.com website including brand story, F.A.Q’s, Product descriptions, banners & facilitated 10+ photo & video shoots.Marketing/ Advertising campaigns: Used digital marketing agencies to help develop strong online presence, through PR, Search Marketing, SEO, affiliate marketing & partnering with multiple coupon websites.Corporate gifting/ Exhibition sales: Supplied gifting items in bulk to large corporates during festive seasons. Facilitated several B2C & B2B sales through exhibitions in Mumbai & New Delhi. Managed entire process from set up until saleWeddings & events: Supplied several wedding planners/ event organizers with decorative items, gifts & trousseau throughout the year. Worked coherently to provide better décor experiences for guests.

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  Fletcher Building

  • Auckland, New Zealand

  • Customer Service/ Sales Support at The Roof Tile Group (Gerard Roofs)

    • Jul 2016 - Jul 2017
    • Auckland, New Zealand

    • Process daily national distributor purchase orders, returns, generate invoices, credit & debit notes, using a customized SAP interface used by Fletcher Building.• Provided excellent customer service for internal & external stakeholders including – sales & marketing team, 3rd party roofing distributors across NZ, large home builders, logistic providers & end customers.• Captured & expedited orders to customers within stated service level/ delivery times.• Liaised with distributors/ customers regarding production, scheduling orders & stock availability.• Communicated supply or delivery issues & reduce or resolve all types of customer or distributor complaints. Also manage tight schedules & urgent orders for customer.• Liaised with Branch, factory & delivery despatch team Leaders about scheduling, planning, production, & transportation of goods.• Realised & took action on several opportunities to increase sales, & on sell additional goods & services, particularly to walk in clients as cash sales & also answered daily inbound calls.• Liaising daily with architects, homeowners & individuals within Fletcher Building & the roofing industry to help resolve customers’ roofing/ technical issues.• Was given the responsibility to manage the warranty claim process, which included collecting information from customers regarding faulty/ leaking/ damaged roof issues, and thereafter liaising with the appropriate distributor to do repairs/ resolve them.• Process Improvement & Development - Created an all new incoming sales lead management process (Via ‘Salesforce’). This involves daily communication with potential customers looking to build new/re-roofs thereby converting sales leads into actual sales successfully.

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  ND Commerce

  • Marketing & Business Development

    • Mar 2010 - Jan 2012

    I was given the opportunity to help launch & manage the e-commerce website (magento based) for The Walt Disney online store natonally, as the operation was outsourced to our company. Primarily the role included: Content management: Organised photo shoots and the uploaded images, descriptions & other product attributes onto the backend Magento platform for over 1500 products.Operations: Supervised & facilitated all B2B & B2C logistics, customer order deliveries, warehousing & any other relevant operations pertaining to the Disney store.Customer Service, Order Processing & Purchase: Replied to most customer queries through email & telephone, processed customer orders, generated invoices & supervised packaging & co-ordinated dispatch. Client/ Licensee Management: Managed over 50 Licensees who manufacture & import authentic Disney related products all over the country. Held regular meetings with distributors & undertook responsibilities to generate purchase orders to them to procure goods for online orders.Sales: Facilitated corporate & bulk sales to customers of different types, thereby increasing profit for the company.Relationship Management: Resolved conflicts & maintained healthy relationships with fellow customer service representatives, vendors & product licensees.Loyalty Programmes: Overlooked supply of merchandise & day to day management of profitable loyalty rewards programmes for big company clients such as Dell & Kimberly Clark.Market Research: Consistently Analysed market trends & identified top selling products for online sales, thereby helping merchandise appropriate product mix for the company.Promotional B2C activities: Administered exhibition sales, regularly run multiple contests in order to create a more engaging customer experience.Social Media: Took over the social media platform for posting content. (Facebook, Pinterest, twitter)

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  Kankei Relationship Marketing Services Pvt. Ltd. (India)

  • Mumbai Area, India

  • Business Development Executive

    • Mar 2010 - Sep 2010
    • Mumbai Area, India

    Researched the market for & cold called leading businesses & brands which at the time had scope to outsource e- commerce website for their brand. Contacted over 300 clients in India, & successfully booked meetings for Sales Manager. Primary wins included:• Winning major clients (including some big companies: Samsonite India, Wills Lifestyle & Sennheiser India)• Supported, trained & continuously advised junior members of staff within the company.• Preparing quotations & presentations for Sales Manager’s pitches.• Coming up with tailored bespoke solutions to meet the needs of existing & potential customers.• Identifying tender opportunities by outbound calling to prospective new clients• Managing sales pipeline & closing business• Reviewing customer feedback & then suggesting ways to improve processes & service levels

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  CMI-FPE LIMITED

  • Mumbai Area, India

  • Intern, Purchase and Information Technology Department

    • Dec 2008 - Mar 2009
    • Mumbai Area, India

    Successfully completed a 3 month internship with the Information Technology & purchase department of the CMI FPE Ltd. Studied the entire IT manual of the company, & also got training on how to use SAP to generate purchase orders, manage inventory & process orders.