BRIJESH SAHOO
Customer Success Manager
Mumbai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Product Experience Manager
Tata Tele Business Services
12.2023 - Current
- Streamlined communication channels for increased efficiency and better overall customer satisfaction.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
- Maintained thorough understanding of industry trends allowing early identification of potential opportunities or challenges to scale the accounts size by 25-30%.
- Educated customers about billing, payment processing and support policies and procedures.
- Implemented and developed customer service training processes.
- Championed a culture of continuous improvement within the department, contributing to long-term success and competitive advantage.
Product & Customer Experience
The Golden Source
12.2022 - Current
- Presenting and demonstrating to new prospects as well as current clients
- Briefing the sales team about the requirement and technical functionality and qualifying prospective customers
- Managing large key accounts, handling escalations and developing new upselling opportunities
- Growth consultant with End to end annual GMV responsibility for high account values
- Regulating Monthly and Quarterly business reviews to measure the business health
- Prepare ROI report, NPS & CSAT survey, Success stories and blogs
- Being an alliance between the client and the organization and also working with cross-functional teams
- Sharing client feedback with the product team to improve the platform experience
- Support in product assessment and development
- Undertake steps to control and minimize account churn
- Helped in resizing the account by 35% in a span of 7 months and stabilized the health of critical accounts
- To keep a track on account renewal
- Manage and store data for future analysis and research on projects.
Tech Onboarding and Growth Manager
Gupshup
09.2021 - 11.2022
- First person to drive the complete onboarding program and implemented the onboarding process and successfully set-up the onboarding team
- Ensuring smooth and fast onboarding of the customers with focus on reducing the TAT
- Picked up the role as a product consultant to the customers while helping them define technical solutions
- Gathering technical requirements, estimate schedules and timelines, and customer objective key results and outcomes
- Managing ISV partners and ensuring that the key business needs are timely deployed and delivered
- Ensuring that all components of a customer's onboarding are completed successfully and in accordance with the project's objectives
- Educating the clients about the Gupshup tools and platforms, sharing latest technology information, and industry best practices for ease of access
- Increased the number of accounts getting on boarded per month by 15x with zero churn rate
- Coordinated with WhatsApp India team SPOC to learn and share the different use-cases of clients in order to build an enhanced conversational ecosystem
- Participated in multiple digital sessions, related to Instagram conversation automation, Google Business messenger etc and shared the learning with the sales team.
Manager Customer Success
Jio Haptik
05.2019 - 09.2021
- Aid in during the initial onboarding process of partners and improving the onboarding process
- Conducting platform and product training
- AI - Hands on experience Bot Building, Node annotations, Automation and Bot fixes
- Being an alliance between the client and different departments of the organization
- Handled marquee accounts such as HP India, CEAT Tyre, Dream 11, ITC Aashirvaad, Aegon Life Insurance and many more
- Scaled the account size by 70% by cross-selling new product lines and integrations.
Campaign Account Specialist
ReachLocal
06.2017 - 04.2019
- Part of the campaign setup strategy and building team based on (segmentation, audience selection and targeting rules)
- Analyze campaign data to improve campaign performance
- Consulting Trends and Suggestions to Regional Team -Monthly
- Analysis and Feedback - Action Plan (finding root cause on non-performing campaigns) Weekly
- Resolve customer requests and complaints on the given SLA
- Responsible for managing 10 Cr annual recurring revenue by directly managing key accounts.
Assistant Manager, Business Operations
Haptik
10.2015 - 12.2016
- Managed 3 teams with a size of 25 chat supports
- Planning and assessing subject material based on the new product and feature updates
- Quality Auditing and Feedback - Auditing all the cases taken by the chat assistants and sharing feedback on their accuracy
- Prepare a chat review guideline deck to follow while assessing the user conversations
- Draw rosters for the support team
- Analysis and Feedback - Action Plan (finding cause for customer dissatisfaction) - Weekly
- Error consolidation tracker (Maintaining error's tracker)
- Escalation Management
- Setting up personalized conversation sessions for agents who need improvement
- Liaison between support analyst and platform team sharing platform feedback for enhancement
- Internal Audits on business channels performance.
Community Lead, Business Operations
Haptik
09.2014 - 10.2015
- Lead a team of 40 support members in a shift
- Monitoring the chats to ensure the user's queries must have addressed appositely and resolved
- Timely feedback on performance to ensure all the team members are in the loop
- Helped in enhancing the position of 2 support members to a Team Leader role.
Education
B.E (Electronics & Telecom) -
H.J Theem College of Engineering
Diploma (Electronics & Telecom) - undefined
Thakur Polytechnic
Skills
Up-selling & cross-selling
Problem solving
Decision-making
Strategic thinking
Relationship Building
Accomplishments
- Testimonial from ITC Aashirvaad on the success of the Chatbot integration.
- Prepared market research on a Prompt feature to drive traction into the chatbot. This improved the overall engagement by 15% across the Chatbots.
- Nominated for the Team of the month title for consecutive 3 months.
- Awarded as Expert of the week 2 times during the early assistant role for maintaining a query resolution time of 300s.
- Conducted technical events of 15 groups in Thakur Polytechnic for the final project exhibition for the batch of 2011.
- Participated in Avalon-2011 State Level project competition conducted by Terna College of Engineering and inter-college Techno fest and secured runner up position.
Timeline
Product Experience Manager
Tata Tele Business Services
12.2023 - Current
Product & Customer Experience
The Golden Source
12.2022 - Current
Tech Onboarding and Growth Manager
Gupshup
09.2021 - 11.2022
Manager Customer Success
Jio Haptik
05.2019 - 09.2021
Campaign Account Specialist
ReachLocal
06.2017 - 04.2019
Assistant Manager, Business Operations
Haptik
10.2015 - 12.2016
Community Lead, Business Operations
Haptik
09.2014 - 10.2015
B.E (Electronics & Telecom) -
H.J Theem College of Engineering
Diploma (Electronics & Telecom) - undefined
Thakur Polytechnic
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