Aura Roy

• Conducted comprehensive data analysis on LinkedIn's largest customers for hiring and learning products, identifying industry trends and delivering actionable insights that maximize client investments
• Identified opportunities for upselling or cross-selling by understanding customers'' needs and presenting relevant solutions successfully.
• Demonstrated proficiency in overseeing end-to-end processes, from project initiation to completion, ensuring creation of customer value, operational reviews, and report generation
• Conducted in-depth data analysis to identify trends and improve overall customer experience.
• Enhanced client retention through proactive communication and relationship-building efforts. Engaged with global clients to define clear objectives, KPIs, and success plans, closely aligning with their business goals and achieving 32% growth in baseline.
• Provided timely feedback to product development teams based on customer input, driving continuous enhancements in functionality and usability.
• Reduced churn rates by identifying at-risk customers early on and implementing tailored strategies aimed at retaining their business.
• Provided strategic advice to C-level executives at Fortune 500 companies on talent strategy and management, leveraging LinkedIn Talent solutions & focused on managing their portfolio for success
• Delivered personalized onboarding experiences for new customers, fostering loyalty and long-term satisfaction.
• Implemented targeted training programs to enhance team performance and ensure consistent service quality levels.
• Streamlined support processes for increased efficiency and faster resolution times.

• Orchestrated comprehensive customer success program for LinkedIn's clients, culminating in 20% uplift in customer satisfaction
• Cultivated enduring relationships with premier global enterprise clients, CHROs, VPs, and Talent Leaders, fostering post-sales success and securing long-term renewals, which contributed to 90% retention rate
• Identified opportunities for upselling or cross-selling by understanding customers' needs and presenting relevant solutions successfully.
• Collaborated with cross-functional teams to resolve complex customer issues effectively.
• Served as mentor for new Customer Success Analysts, sharing best practices and guiding their professional development effectively.
• Established effective communication channels between customers and internal teams to facilitate issue resolution promptly.
• Conducted in-depth analysis of client performance data and solution utilization, leveraging Salesforce, internal tools, and MS CRM to produce impactful metrics reports that illustrated ROI through enhanced efficiency and productivity for clients across various sectors
• Implemented process optimizations to maximize benefits of our products for all accounts, ensuring tailored support and maximizing return on client investment through excellent communication and stakeholder management, prioritizing projects based on customer maturity levels.

\Administered comprehensive client portfolio, fostering robust relationships and proactively addressing client inquiries, leading to enhanced customer engagement and satisfaction

• Attained remarkable 95% customer satisfaction score by customizing solutions to meet client needs and identifying opportunities for business expansion
• Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
• Successfully expanded client base through strategic acquisition, cross-selling, and up-selling, significantly contributing to company's revenue enhancement
• Orchestrated client onboarding procedures, collaborated with Marketing team, cultivated relationships with pivotal decision-makers, and utilized CRM and Salesforce tools to conduct thorough market competition analysis.

• Spearheaded sales growth initiatives as seasoned sales professional, achieving 10% increase in total bookings through implementation of successful email marketing campaigns
• Formulated and executed new sales strategy for year-end offers, resulting in 25% uplift in sales for 2016, while monitoring and optimizing hygiene metrics using Google Analytics
• Led development and delivery of offline training sessions and onboarding process for new clients, creating and disseminating best practice webinar sessions and analytical utilization reports
• Orchestrated promotional email marketing campaigns to enhance brand awareness and foster user retention
• Managed and strategized for Kolkata Market, analyzing deal categories and structuring deals for diverse regions.

• Developed comprehensive catalogs for Paytm.com merchants, ensuring product appeal through accurate and succinct product descriptions, resulting in 100% catalog selection rate with no rejections
• Contributed to MIS by diligently preparing internal reports, enhancing data-driven decision-making processes.

• Expertly identified client needs and business drivers, articulating Groupon value proposition to foster business growth
• Collaborated with lead generation, sales representatives, and account managers across various territories, establishing strong relationships with General Managers, Directors, and Marketing Heads of diverse companies
• Championed collection and analysis of merchant feedback, working closely with technical and operations team to develop internal tools and streamline processes, enhancing operational efficiency.
• Built strong relationships with clients, leading to increased customer satisfaction and repeat business
• Communicated directly with customers and partners to build strong business networks and relationships