Ajay Sharma
Punjab
Summary
Dedicated Customer Success Manager with over 7 years of experience in building strong client relationships, driving customer satisfaction, and ensuring successful adoption of solutions. Proficient in developing strategies to maximize customer retention and lifetime value. Adept at analyzing customer needs, providing tailored solutions, and collaborating with cross-functional teams to deliver exceptional results.
Overview
11
11
years of professional experience
Work History
Technical Support Associate
Dell Internationals Pvt. Ltd.
06.2013 - 10.2014
- Provide support to dell system users, provide troubleshooting and technical support via phone, web based tools and email
- To work with various web based tools to resolve various technical issues and documenting the steps for future references.
Sr. Technical Support Expert
Incinque Buisness Solutions Pvt.Ltd.
08.2015 - 01.2017
- Provide support to Windows and Mac computer users, provide troubleshooting and support via phone, web based tools and email
- To work with various web based tools to resolve various technical issues and documenting the steps for future references.
Technical Support Associate
Cogniter Technologies Pvt. Ltd.
02.2017 - 11.2020
- Provide support to Windows and Mac computer users, provide troubleshooting and support via phone, web based tools and email
- To work with various web based tools to resolve various technical issues and documenting the steps for future references.
- Recorded and maintained relevant notes for each client and work order.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
- Contributed to the creation of a comprehensive knowledge base for internal use, increasing efficiency within the support team.
- Assisted in the training of new Technical Support Associates, fostering a culture of teamwork and continuous improvement within the department.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Educated clients on best practices for software usage, enabling them to maximize productivity and minimize disruptions.
- Developed extensive product knowledge to provide accurate and reliable information to customers during support interactions.
- Spearheaded cross-functional initiatives aimed at improving overall client experience through enhanced communication channels between departments.
- Used ticketing systems to manage and process support actions and requests.
Assistant Team Lead
Cogniter Technologies Pvt. Ltd.
11.2020 - Current
- Spearhead customer onboarding processes to ensure seamless adoption of solutions, reducing implementation time by 20%.
- Serve as the main point of contact for post-sales support, addressing customer inquiries, troubleshooting, and resolving escalated issues.
- Collaborate with clients to define success metrics and develop tailored strategies for achieving business objectives.
- Analyze customer feedback to identify recurring issues and implement proactive solutions, reducing churn by 15%.
- Lead cross-functional meetings to ensure alignment between sales, product, and support teams, improving customer satisfaction scores (CSAT).
- Monitor customer engagement metrics, providing actionable insights for account expansion opportunities.
- Create and deliver training sessions and resources to educate clients on product features and best practices.
- To identify trends and enhance the marketing strategies for industrial and commercial products, conduct consumer, competitor, and market research
- Assist in business growth while providing guidance on new venture launches and development areas
- Create Processes and Policies, implement them, so each team is working in an orderly fashion
- Lead product council meetings to identify, prioritize and schedule the next set of sprints
- Provide demos for the existing products, identify new requirements and work with various team to have them fulfilled
- Leading the aftersales support for the sold products, troubleshooting and enhancements
- Monitoring Jira and ensuring the timelines are being met by the Development/QA team
- Working with Design/Content for any Collateral (PPT/Standees) requirement
- Respond to public and business community inquiries about development opportunities.
Education
Btech-IT -
Sri Sukhmani Institute of Engineering & Technology
04.2012
Skills
- Customer Relationship Management
- Client Onboarding & Engagement Strategies
- Retention and Churn Management
- Data-Driven Decision Making
- Effective Communication and Negotiation
- Proficiency with CRM Platforms (eg, Salesforce, HubSpot)
- Process Improvement and Policy Implementation
- Training and Development of Client Teams
- Problem-Solving and Conflict Resolution
- Metrics Tracking and Reporting
Languages
English
Hindi
Punjabi
Operating Systems
WINDOWS 7/8/8.1/10/11
Knowledge Of
- HTML
- CSS
- SQL(Database)
- MCSA
Pan Card No
BXPPS8090F
Passport Holder
True
Personal Information
- Date of Birth: 12/07/1988
- Marital Status: Married
Passport Valid Till
2032
Hobbies and Interests
- Watching movies
- Travelling
Projects
INET SOLUTIONS, 6 Months, JAVA, SQL, INET SOLUTIONS is a system that will automate the task of a company that provide the complete IT solutions to their clients such as maintaining the information of clients, gathering requirements of clients via consultants, maintaining the hardware, networking devices, softwares according to requirements, setting up the complete setup(hardware-network-software) at the client location, finally providing the support to the clients. This system will help the company in keeping track of their clients, services offered to different clients and in accordance purchase of hardware, network devices and sofwares.
Training
6 months, Networking SLR infotech Chd.
Additional Information
I hold 10 years of Work Visa for US
Timeline
Assistant Team Lead
Cogniter Technologies Pvt. Ltd.
11.2020 - Current
Technical Support Associate
Cogniter Technologies Pvt. Ltd.
02.2017 - 11.2020
Sr. Technical Support Expert
Incinque Buisness Solutions Pvt.Ltd.
08.2015 - 01.2017
Technical Support Associate
Dell Internationals Pvt. Ltd.
06.2013 - 10.2014
Btech-IT -
Sri Sukhmani Institute of Engineering & Technology
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