Bhagwath Raj Asuri
Hyderabad
Summary
Drawing on a solid foundation in customer service and a demonstrated history in managing churn, renewals, and retentions, brings considerable expertise in elevating customer satisfaction and loyalty. Throughout career, held leadership positions where successfully led customer support teams, devised retention tactics to mitigate churn, and enhanced renewal procedures to bolster revenue streams. Deeply committed to providing outstanding customer experiences, leveraging feedback analysis to refine retention initiatives, and nurturing a culture of customer excellence across organizations.
Overview
12
12
years of professional experience
Work History
Implementation Manager
Highspot
06.2024 - Current
- Project Management & Delivery: Drove the successful execution of projects, ensuring timely delivery within budget through strategic planning, clear timelines, and effective resource allocation.
- Client Relations: Acted as the lead liaison, aligning client expectations with project objectives to foster long-term, successful partnerships.
- Process Improvement: Identified and implemented process enhancements to streamline operations, improve efficiency, and elevate delivery quality.
- Risk Management: Anticipated and proactively addressed potential risks, implementing strategic mitigation plans to safeguard project timelines and outcomes.
- Training & Support: Developed and delivered targeted training programs and comprehensive documentation to drive seamless product integration and adoption.
- Reporting & Documentation: Provided strategic insights to stakeholders through regular, data-driven status reports and comprehensive documentation.
- Vendor Coordination: Cultivated strong vendor relationships, ensuring alignment with project goals and high standards of quality and timeliness.
Senior Manager - Customer Excellence
Ceipal Software Pvt Ltd
05.2020 - Current
- Spearheaded customer service operations, ensuring delivery of high-quality service and support to clients.
- Developed and implemented strategies to optimize customer satisfaction, retention, and loyalty.
- Experienced in training and developing retention teams to drive performance and achieve goals.
- Performing Quarterly Business Reviews with customers to gain insights into their business and cultivate robust partnership with them.
- Led team of customer service representatives, providing guidance, training, and performance evaluations.
- Collaborated with sales, marketing, and product development teams to identify opportunities for improvement and innovation.
- Established key performance indicators (KPIs) to measure and track customer service performance, regularly analyzing data to drive continuous improvement.
- Acted as liaison between customers and internal departments, advocating for customer needs and addressing concerns in timely manner.
- Implemented feedback mechanisms to capture customer insights and incorporate them into business strategies.
- Managed escalations and resolved complex customer issues, ensuring timely resolution and customer satisfaction.
- Developed and maintained relationships with key clients, serving as trusted advisor and strategic partner.
Implementation Manager
Ceipal Software Pvt Ltd
03.2018 - 05.2020
- Enhanced the Onboarding process to foster a positive organizational culture, refine operational procedures for enhanced efficiency, and facilitate the company's progression and expansion.
- Formulated Onboarding strategies aimed at bolstering customer retention rates.
- Directed a team of 17 professionals, ensuring exemplary Onboarding experiences for clients.
- Cultivated robust customer relationships through a positive demeanor and attentive support.
- Systematized procedures to streamline setup, customization, and maintenance tasks.
- Assessed the strengths of Onboarding specialists and allocated account assignments based on their expertise and training.
- Interacted with potential clients across various platforms to assess product compatibility.
Product Support Specialist
Ceipal Software Pvt Ltd
09.2016 - 03.2018
- Provided timely and effective technical support to clients via email and phone.
- Troubleshoot product-related issues and provide solutions or escalate to the appropriate team members.
- Guided customers through product features and functionalities, ensuring they derive maximum value from our offerings.
- Document and maintain a comprehensive knowledge base of common issues and solutions.
- Collaborated with the development team to identify and resolve recurring technical issues.
- Communicate regularly with customers to gather feedback and identify areas for improvement.
- Stay updated on product enhancements and updates to effectively support customers.
Subject Matter Expert
Knoah Solutions Pvt Ltd
06.2013 - 09.2016
- Sustained customer satisfaction through innovative strategies designed to meet customer needs and address issues effectively.
- Mentored new team members in service techniques and evaluated performance through a quality assurance initiative.
- Advanced to Subject Matter Expert (SME) in customer service for demonstrating exceptional enthusiasm and maintaining composure in challenging circumstances.
- Proficient communicator, adept at clarifying complex technical matters efficiently, resulting in prompt issue resolution.
- Ensured comprehensive documentation of all interactions using tracking tools and verified customer contentment with the provided services.
Education
Bachelor of Technology - Computer Science
DRK College of Engineering And Technology
07.2012
Skills
- Cross-Functional Collaboration
- Coaching and Mentoring
- Operations Management
- Strategic Planning
- Cross-functional team leadership
- Problem-solving
Personal Information
Timeline
Implementation Manager
Highspot
06.2024 - Current
Senior Manager - Customer Excellence
Ceipal Software Pvt Ltd
05.2020 - Current
Implementation Manager
Ceipal Software Pvt Ltd
03.2018 - 05.2020
Product Support Specialist
Ceipal Software Pvt Ltd
09.2016 - 03.2018
Subject Matter Expert
Knoah Solutions Pvt Ltd
06.2013 - 09.2016
Bachelor of Technology - Computer Science
DRK College of Engineering And Technology
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