Anurag Saxena

• Overall Portfolio: Emerging Markets (~3M+)
• Region: Europe and USA

KPIs Achieved: Overall Account Retention by 90% ensuring cross sells and upsells. Pipeline and leads generations impacting additional 15% ARR by end of the year, Driving Customer Satisfaction through effective communication and NPS rate, Convincing and Conversion of successful migration from LeanPlum to CleverTap platform-(BOB value ~500K).

Performance:

• Successfully established Account Management practice for NAM and EU BOB in emerging market, comprising of 120+ accounts leading to 3M+ ARR.
• Defined engagement model, effectiveness measures for AM team in EU and NAM market.
• Established operational metrics for the team, along with monitoring mechanisms and a review cadence to track these metrics effectively.
• Track record of driving conversions from leads and managing existing accounts to upsell products.
• Effective in upselling and cross-selling within existing client portfolios.
• Negotiated favorable contract terms with vendors and suppliers, resulting in significant cost savings without sacrificing service or quality standards.
• Implemented tailored solutions for complex business challenges, leading to increased client retention rates.
• Led teams of up to 4 personnel, supervising daily performance as well as training and improvement plans.
• Working closely with organizational leadership to guide operational strategy

• Key Partners Managed: Tech Mahindra, Infosys, IBM-BPO
• Region: Successfully handled Multi industry partners across India, North America, Europe, and Asia Pacific regions.

KPIs Achieved: Ensured overall Portfolio Growth by 20% whilst maintaining 97% renewal rate in last 4 quarters (2021-2022).

• Improved Tech Mahindra partner growth by contributing upsell revenue of ~1.9M USD in last 4 quarter (2021-2022/23).

Performance:

• Strong ability to grow relationships and drive adoption programs with partners.
• Enabled Contact Centre transformation by integrating process mining with conversational AI platforms such as LivePerson.
• Ensure overall partner success and value by driving adoption of BPO/Projects licenses to drive renewal and expansion.
• Owns partner value journey and success plan from onboard to expansion and coordinates support across all GTM motions and POD engagements.
• Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
• Deliver and communicate value to our partners, throughout entire partner lifecycle.
• Quarterly Business Review and support implementation, driven by our internal consulting teams or external partners.

• Key Customers Managed: Principal Global Services, Eaton, Volkswagen, OYO Rooms, IQVIA, General Mills, Avery Dennison, Lafarge, ZS Associates.
• Region: Successfully handled Multi industry clients across India, Middle East, Asia-Pacific, US regions

KPI Achieved: Improved customer satisfaction ratings and NPS, achieving promoter status over the last four quarters (2020-2021).Ensured overall Portfolio Growth by 30% whilst maintaining 98%+ renewals (2019-2021).

Improved Account growth by contributing upsell revenue of 1.2M USD in first year (2019-2020).

Responsible for overall portfolio and operational control of assigned programs valued at 4M USD.

Performance:

• Demonstrated success in generating revenue from enterprise and mid-market clients.
• Conducted “Need analysis” and “Usability assessments” to identify areas where RPA solution stack could help drive digital transformation, provide deeper insight and help in streamlining business process.
• Drove high 'Platform Adoption' within customers through targeted workshops focused on improving end user functions and processes
• Orchestrated and gained strong buy-in with multiple Client and Internal stakeholders, leading to better client management, increased power user licenses and reduced Churn.
• Drove wide variety of functions, Customer Advocacy, escalation management, relationship management, CXO engagements to ensure customer satisfaction
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• To work on product enhancements and defects to ensure better product quality.

• Key Customers Managed: Indian Navy, OICL, Cipla, ITC ltd, Bank of Spain, STC, Max Life insurance, Airtel, Zahid Group, AMEX
• Geographical Exposure: Middle East, US, India, Europe

KPI Achieved: Onboarding customers with IRM solutions, Implementation consultations and delivering use cases and training to adopt Seclore Solutions.

Performance:

• Delivery, Installation and Configuration of Software Applications to specified requirements
• Create and manage project plan in cooperation with customer's internal project manager
• Establish and maintain strong client relationships through regular close contact and account management which include regular face to face meetings, telephone and mail communications
• Configure application to meet customer needs
• Provide best-practice guidance on customer processes
• Work closely with client’s project team to ensure customer’s successful deployment.

Geographical Exposure: US regions.

• Managed over 8+ consulting request per day by increasing customer satisfaction.
• Co-ordinate lab interfaces setup with product manager to procure specifications and relevant documents
• To perform feasibility study and Consulting,
• Implementing custom related interface projects on AWS Cloud Servers.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Conducted research, gathered information from multiple sources and presented results.

• Geographical Exposure: US regions.
• Responsible for implementing lab interface with lab vendors.
• Perform HL7 testing and maintain highest level of technical and process expertise, Implementation of interface engines between lab vendors and our product
• To support interface failures and manage escalations
• To implement custom projects by analyzing needs and requirements
• To work in highly professional environment on MSSQL and MYSQL, to handling databases on Different architecture of Servers
• Process involves Backup and restoring of data on different databases
• To work on RCA’s and also contributed in upgrading application on windows and Linux servers.