Ankur Genani

As Customer Success Manager, I oversee client onboarding and implementation. I ensure a smooth and efficient deployment of our solutions by leveraging my expertise.

• Client Onboarding: Optimized user onboarding, reducing time and ensuring seamless transitions for clients, leading to enhanced satisfaction and adoption rates. Achieved a consistent implementation rate of over 90%, surpassing the departmental average.
• Client Retention: Boosted client satisfaction and retention via strategic account management, proactive customer advocacy, and successful customer engagement initiatives.
• Product Adoption: Drive client product adoption by educating users on features for maximum value. Proactively monitor customer health, identifying risks, and developing actionable improvement plans, while also serving as the primary point of contact to address queries and ensure ongoing satisfaction.
• Stakeholder Engagement: Identify and develop relationships with Birdeye's C-Suite
  stakeholders to determine business needs and provide value.
• Training and Support: Provide client training, ongoing support, and troubleshooting to ensure a positive customer experience.
• Customer Advocacy: Identify opportunities for success stories, encouraging clients to become advocates.
• Cross-Sell and Upsell: Drove revenue growth by identifying and capitalizing on upsell opportunities.
• Metric Tracking: Improve customer satisfaction, retention, and revenue growth by monitoring key metrics.
• Collaboration: Collaborate with cross-functional teams for a unified approach to customer success.
• Workshop Facilitation: Conduct and guide workshops focused on use-case exploration and
  business framing, developing models for client value realization that include ROI and business
  value assessments..
• Problem Resolution: Effectively handle and resolve customer issues, escalating when necessary for timely resolution.

As an Outreach Specialist for a mobile app within the Client Success team, my primary responsibilities were:

• User Onboarding and Training: Ensured seamless onboarding and provided training resources for new users of mobile app, while also submitting apps to stores with minimal rejections. Successfully handled more than 100 accounts, establishing a reputation as an efficient contributor in app submissions.
• Client Relationship Management: Cultivated strong client relationships by managing over 50 customer queries per week, addressing concerns promptly, and ensuring ongoing satisfaction as primary contact. Successfully maintained a client satisfaction rate of over 95%.
• Product Adoption and Engagement: Drive user adoption and engagement strategies to maximize app's value.
• Performance Metrics Monitoring: Monitor key metrics for user engagement, satisfaction, and app usage to identify trends and areas for improvement.
• Upselling and Cross-Selling: Identify opportunities for upselling premium features or additional services within mobile app.
• Analytics and Reporting: Generate and share reports on key performance indicators and user feedback.
• Collaboration: Collaborate with cross-functional teams to align outreach efforts with overall business goals.
• Market Research: Stay informed about industry trends and user preferences to enhance app features.
• Campaign Management: Plan and execute targeted outreach campaigns to promote app features and encourage user engagement.