ANKUR SHARMA
Customer Success Manager
Gurgaon
Summary
Results-oriented Customer Success Manager with 4+ years of experience in building and maintaining strong client relationships, customer success and Client onboarding . Proven track record of driving customer satisfaction, retention, and revenue growth through proactive engagement and strategic account management. Skilled in understanding client needs, providing expert guidance, and delivering exceptional customer experiences. Adept at understanding customer needs and driving strategic initiatives to ensure satisfaction and loyalty. Possess a track record of implementing effective customer success strategies, resulting in increased retention rates and revenue growth. Seeking a challenging role to leverage expertise in delivering exceptional customer experiences and contributing to the continued success of a forward-thinking organization.
Overview
4
4
years of professional experience
16
16
years of post-secondary education
1
1
Language
Work History
Account Support Officer
APPLYBOARD INDIA PVT LTD
Gurugram
04.2022 - Current
- Acted as primary point of contact for portfolio of 32+ premium clients, fostering strong relationships built on trust and effective communication.
- Conducted regular check-ins and strategic discussions with clients to understand their business objectives and ensure maximum value from our products/services.
- Led onboarding process for new clients, providing hands-on training and educational resources to facilitate smooth transition.
- Proactively identified opportunities for upselling and cross-selling additional products/services.
- Collaborated with cross-functional teams to resolve client issues promptly and ensure high levels of customer satisfaction.
- Gathered feedback from clients to drive product improvements and enhancements, contributing to 100 % increase in customer satisfaction scores.
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among team members.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
Customer Service Associate-II
FIS GLOBAL BUSINESS SOLUTIONS
09.2019 - 04.2022
- Develop deep understanding of products/services to effectively assist customers with inquiries, technical issues, and feature explanations.
- Stay updated on product updates and changes to communicate effectively with over 80 customers every day.
- Actively collect customer feedback to identify trends, common issues, and areas for improvement.
- Create and maintain comprehensive documentation, including FAQs, guides, and tutorials, to assist customers in finding answers independently.
- Played active role in continuous improvement initiatives aimed at refining departmental processes and increasing overall support effectiveness.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns with 99% accuracy.
- Collaborated with team leaders and stakeholders to identify areas for improvement and develop targeted coaching plans.
- Monitored team dynamics and intervened when necessary to address conflicts or challenges hindering progress.
- Tracked and measured impact of coaching interventions on team performance and effectiveness till minimum 98% of success.
- Stayed updated on latest coaching methodologies and best practices to continually enhance coaching effectiveness.
- Acted as mentor and role model for team members, fostering professional growth and development.
- Proactively sought opportunities for personal growth within role through continuous learning initiatives.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Championed diversity and inclusion efforts within workplace, resulting in inclusive environment that fostered creativity and innovation among employees from various backgrounds.
Education
Secondary Education. -
RKP SR. SEC SCHOOL -Madina
Madina , Rohtak 04.2013 - 03.2024
Senior Secondary Education - Commerce
RKP Sr. Sec. School
Madina, Rohtak 04.2015 - 03.2016
Bachelor's of Commerce - Commerce
Maharishi Dayanand University
Rohtak, Haryana 06.2016 - 02.2020
Skills
People skills & Proactive Approach
undefinedTimeline
Account Support Officer
APPLYBOARD INDIA PVT LTD
04.2022 - Current
Customer Service Associate-II
FIS GLOBAL BUSINESS SOLUTIONS
09.2019 - 04.2022
Bachelor's of Commerce - Commerce
Maharishi Dayanand University
06.2016 - 02.2020
Senior Secondary Education - Commerce
RKP Sr. Sec. School
04.2015 - 03.2016
Secondary Education. -
RKP SR. SEC SCHOOL -Madina
04.2013 - 03.2024
Projects
Troubleshooting using analytical skills.
Ability to prioritize goals on both sides.
Negotiation and presentation skills at an executive level.
In-depth knowledge of Jira tool /Zendesk tool /Front tool/ Crm Sales force.Customer Relationship Building.
Quality Implementation
Outsourcing calibration.
PII/Data privacy Agent changes
Projects
CRM Sales force/.Jira tool /Zendesk tool /Front tool/ZOHO
Quality Implementation
Outsourcing calibration.
PII/Data privacy Agent changes
Retentions
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