Experience

Decisions

• Norway
• Software Development
• 1 - 100 Employee

• Customer Education Operations Lead

  • Mar 2023 - Present

  Oslo, Norway • Leveraged Synthesia.ai Tools: Utilized Synthesia.ai to produce avatar-based short videos, eectively illustrating each feature. Established an educational platform, enabling customers to easily follow and comprehend product functionalities. • Introduction of Meetingculture.ai: Spearheaded the launch of Meetingculture.ai, assuming responsibility for crafting comprehensive video tutorials, knowledge base materials, and content. These resources served to educate customers on the utilization… Show more • Leveraged Synthesia.ai Tools: Utilized Synthesia.ai to produce avatar-based short videos, eectively illustrating each feature. Established an educational platform, enabling customers to easily follow and comprehend product functionalities. • Introduction of Meetingculture.ai: Spearheaded the launch of Meetingculture.ai, assuming responsibility for crafting comprehensive video tutorials, knowledge base materials, and content. These resources served to educate customers on the utilization of Meetingculture.ai and how it streamlines the process of creating meeting agendas and recaps. • Weekly Training Webinars and Onboarding:Designed and conducted weekly training webinars, including both onboarding sessions and advanced masterclasses, to facilitate the seamless integration of new users and customers into the platform.

• Customer Education Lead

  • Jan 2022 - Mar 2023

  Oslo, Norway • Led a cross-functional team to develop and implement a new customer education program, resulting in a streamlined and more efficient education program for customers and a 20% decrease in operational costs. • Developed and implemented a comprehensive customer education program that included on-demand videos, webinars, and a Hubspot learning management system, resulting in a 25% increase in customer retention and overall customer satisfaction. • Managed the production and delivery… Show more • Led a cross-functional team to develop and implement a new customer education program, resulting in a streamlined and more efficient education program for customers and a 20% decrease in operational costs. • Developed and implemented a comprehensive customer education program that included on-demand videos, webinars, and a Hubspot learning management system, resulting in a 25% increase in customer retention and overall customer satisfaction. • Managed the production and delivery of high-quality video content for customer education, utilizing skills in video production and HubSpot, resulting in a 40% increase in engagement and completion rates. • Coordinated and automated webinars for customer education and experience, including managing registrations, follow-up communications, and feedback analysis, resulting in a 30% increase in webinar attendance and overall customer engagement.

• Customer Success Manager

  • May 2021 - Jan 2022

  Oslo, Norway • As the first Customer Success Manager and 25th employee at Decisions, built and led the customer success and professional services from a dozen customers to nearly touching 2K. • Successfully developed strong relationships with customers, serving as their advocate and identifying opportunities for upselling. Achieved a total of 31 upsell deals closed within a year, including one valued at AU$180,000.00. • Successfully managed a portfolio of enterprise customers, prioritised… Show more • As the first Customer Success Manager and 25th employee at Decisions, built and led the customer success and professional services from a dozen customers to nearly touching 2K. • Successfully developed strong relationships with customers, serving as their advocate and identifying opportunities for upselling. Achieved a total of 31 upsell deals closed within a year, including one valued at AU$180,000.00. • Successfully managed a portfolio of enterprise customers, prioritised amidst multiple competing priorities, escalations, and deadlines, resulting in a 90% customer retention rate. • Developed a deep understanding of customers business needs for our product and challenges, working from onboarding the client to facilitate their use cases and setting customers for success. Planned dynamic success plans that delivered on customer expectations, managing exceptions, and identifying early warning signs of risk through colour coding Customer Health checks to focus on Customer Expansion & renewal.



Cvent

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior Project Manager - Event Builder

  • Feb 2021 - May 2021

  India • At Cvent, held the positions of Project Manager - Event Builder and Senior Project Manager from 2019 to 2021. Received recognition through awards such as the Event Builder Star, Spotlight Award, and R&R Award, while achieving the second-highest lead gen of $90,374.93 in 2020. • Proficient in Cvent Event Management tool, close to 100 successful events delivered with exceptional OSAT and VSAT scores during my tenure, earning notable client appreciation. The primary responsibilities… Show more • At Cvent, held the positions of Project Manager - Event Builder and Senior Project Manager from 2019 to 2021. Received recognition through awards such as the Event Builder Star, Spotlight Award, and R&R Award, while achieving the second-highest lead gen of $90,374.93 in 2020. • Proficient in Cvent Event Management tool, close to 100 successful events delivered with exceptional OSAT and VSAT scores during my tenure, earning notable client appreciation. The primary responsibilities included aligning with customers' goals to build end-to-end registrations and websites per their requirements, ensuring product adoption, account growth, and revenue retention. • Coordination with other integration tools, such as Zoom, Stripe, Salesforce, building project plans and statements of work, tracking project status and reporting to management were also part of the job. In addition, tasks, milestones, and goals were managed to maintain account health, and assistance provided in the development and management of project plans on system implementations. • Enhanced customer experience and cultivated customer relationships through efficient project management, on-time deliverables, and in- depth knowledge of Cvent EMT.

• Project Manager - Event Builder

  • Jan 2019 - May 2021

  Gurgaon, India



Cyamopsis Biotech

• Digital Marketing and Market research

  • Jul 2018 - Aug 2018

  Delhi



FICCI Research and Analysis Centre

• India
• Food and Beverage Services
• 100 - 200 Employee

• Customer Account Handling Intern

  • Jun 2018 - Jul 2018

  New Delhi Area, India • Effectively handled account inquiries for food sample testing from various industries, ensuring prompt responses and timely updates on project status and conducted tests. • Provided exceptional customer service by addressing inquiries and concerns related to account management through both email and phone support. • Successfully managed and maintained customer accounts by efficiently handling communication, resolving issues, and providing accurate information regarding… Show more • Effectively handled account inquiries for food sample testing from various industries, ensuring prompt responses and timely updates on project status and conducted tests. • Provided exceptional customer service by addressing inquiries and concerns related to account management through both email and phone support. • Successfully managed and maintained customer accounts by efficiently handling communication, resolving issues, and providing accurate information regarding inquiries and the status of projects and tests. Show less



Coca-Cola Beverages Pvt Ltd

• Customer Support Intern

  • Feb 2018 - Apr 2018

  • Managed a large volume of emails and calls from distributors in India, promptly responding to inquiries related to packaging, transport, and package tracking. • Utilized strong communication skills to provide exceptional customer service, ensuring timely and accurate resolution of distributor concerns. • Maintained positive relationships with distributors by addressing their inquiries and effectively addressing any issues related to packing, transport, and package tracking… Show more • Managed a large volume of emails and calls from distributors in India, promptly responding to inquiries related to packaging, transport, and package tracking. • Utilized strong communication skills to provide exceptional customer service, ensuring timely and accurate resolution of distributor concerns. • Maintained positive relationships with distributors by addressing their inquiries and effectively addressing any issues related to packing, transport, and package tracking. Assisted in implementing and executing Show less



Coching center

• Private Tutor of students of Middle to Secondary Level

  • Jun 2013 - Dec 2017

  Delhi I have experience working as a part-time private tutor, providing academic support to students up to the High school level. In this role, I dedicated three hours per day to teaching, with each one-hour session accommodating approximately five students. Through my tutoring services, I have helped students achieve academic success and develop valuable skills that will serve them well in their future studies.



Indian Biosciences

• India
• Biotechnology
• 1 - 100 Employee

• Research And Development Intern

  • Jun 2017 - Jul 2017

  New Delhi Area, India



Shivam Cargo - India

• India
• 1 - 100 Employee

• Sales Intern

  • May 2017 - Jun 2017

  New Delhi Area, India